Tip of the week: make your email look more like email

July 14, 2014

The default formatting for Zendesk emails is nice if you’re set up to be a ticketing system. But what if your replies need to look like a normal email response?

Tip of the week: HTML in custom ticket field descriptions

July 7, 2014

For a number of reasons, you may want to format your custom ticket field descriptions using HTML. Perhaps you’d like to update the styling, font sizes or colors, or

Tip of the week: agent collision detection

June 27, 2014

Agent collision detection is a feature that alerts your agents when another agent is viewing and possibly updating the same ticket

How to provide great customer service through social media

March 19, 2014

In our new guide to “Providing Great Customer Service Through Social Media,” we explore some best practices for providing “social care” through channels such as Facebook and Twitter

Tip of the week: using Liquid to randomize your canned responses

January 27, 2014

Customers are often annoyed when they know they’ve receive a canned email from an agent, particularly as a follow-up notification or when their ticket status is marked as resolved. So how can you get around this?

Re-launch of Zendesk advanced plans

September 5, 2013

Today we’re announcing a re-launch of our two advanced plans for new customers joining Zendesk. The Plus and Enterprise plans have seen tremendous innovation

Community tip: keeping procedures up to date

August 19, 2013

A common feature I’m sure every Zendesk user takes advantage of is their wonderful Macros

Tip of the week: designing ticket forms

July 1, 2013

I’m always amazed at the number of truly successful support organizations that don’t have any custom fields in their Zendesk – or maybe just 1 or 2

How to get the right info from your customers and solve tickets faster

June 26, 2013

There are so many ways to effectively manage your company’s influx of tickets. You may be getting tickets about everything from product questions to order status to complaints—or even

Tip of the Week: Queue Management in Zendesk

April 22, 2013

Wouldn’t it be helpful to have a guide that generally outlines the best ways to manage your queue of tickets?

Tip of the week: notifying external email addresses

April 15, 2013

Many of you LOVE triggers and the quick and the easy ticket management it allows you to setup and automate, as well as the email notifications it allows you to send

Zendesk customization – best practices for UX, part 3

April 11, 2013

In part 3, we take a look at how certain customizations are done on the back end, including HTML, CSS, and JavaScript

Simplified IT service management, part 4

March 5, 2013

I went through my years in IT support never knowing the difference between incidents and problems. My colleagues and I would use them interchangeably when it came to logging faults and I’d say many support analysts are the same

Customizing Zendesk Support: Best practices for UX

February 13, 2013

In Part 2 of our Customizing Your Zendesk series, we look at how some of our customers organize, design, and manage their self-service support content to enable users to find what’s relevant for them

Simplified IT service management, part 3

February 4, 2013

There’s nothing more customer-centric than actually asking your internal customers how happy they are with your service. Our own Zendesk Benchmarking shows a great customer satisfaction figure of 95% for IT Services

Simplified IT service management, part 2

January 22, 2013

Every IT department has to make changes at some point that are going to impact internal customers and other areas of the business. There’s a good way to do it and a bad way to do it

Simplified IT service management part 1

January 8, 2013

An internal IT department is an interesting place to work. You feel buffered from the front-lines of “real” customer support, yet the systems you monitor and maintain often directly affect the experience of those external paying customers

Tip of the week: streamline support using problem and incident tickets

December 10, 2012

For support agents it might be routine to answer an incoming question, solve a ticket, and move on to the next one. But what about those times when the issue is larger and impacts several customers at the same time?

Tip of the week: unraveling host-mapping for Zendesk

November 19, 2012

When you first start your Zendesk subscription, the URL for your Zendesk web portal is some variation on mycompany.zendesk.com. Since all companies take great stock in managing their brand, Zendesk offers

In the cloud, sweet is better than suite

October 9, 2012

Today I’m speaking on a panel at Boxworks titled “Secrets of Silicon Valley: Enterprise Software, Silicon Valley’s Surprising Star”, along with some of our favorite SaaS startups GoodData, Okta, and Zuora

The new Zendesk: simplicity

September 18, 2012

Simplicity has always been a cornerstone of Zendesk

The new Zendesk: speed

September 18, 2012

When dealing with customers, every second counts. So one of the biggest motivators behind the new Zendesk has been speed: how can we decrease the amount of time it takes to provide great customer service?

Tip of the week: macros for multifaceted tickets

July 3, 2012

Support tickets come in many shapes and sizes; some are simple questions, and others are complex problems. They might be concerned with a particular product feature, or they might be a sales or billing question

Zendesk Launches in Japan

May 25, 2012

Today is an awesome day. It’’s the day we’ve officially launched in the Japanese marketplace. Starting today, Zendesk agent and administrator interfaces have been fully localized in Japanese, allowing Japanese agents to provide support in the language they are most comfortable. With more than 15,000 customers worldwide, the needs of our international customers have become […]