Tip of the Week: Use Automations to Send Alerts When a Ticket Needs a Reply

March 11, 2010

The keys to outstanding customer support are simple to understand, but as anyone who’s handled customer issues can tell you, they can be difficult to execute. Answering one customer email in a timely and thorough manner might be easy; but replying to five, 10, 20 emails in an hour? For that, it helps to have […]

Denver Broncos Score With Simplicity

March 8, 2010

IT engineer Gil Bencomo likes to keep complex things simple. So when he became the sixth member of the Denver Broncos nimble IT team in 2009, he pulled out a playbook from his recent past. First order of business: Change the quarterback (that means “help desk” in IT support lingo) to Zendesk. “They’d been using a competitor’s software for […]

Tip of the Week: Turn Tickets into Prewritten Responses with Macros

March 4, 2010

This blog post is a little old. For the most up to date info, read our article Creating Macros from existing tickets to learn more One of the ways in which Zendesk can speed up your support time is through Macros. Macros are rewritten responses, enabling you to quickly respond to common requests with a […]

Audyssey Cranks Up the Volume on Social Media

March 1, 2010

1) Audiophile |?ôd?-??f?l noun | A hi-fi enthusiast: (see Audyssey). 2) Audyssey |?äd?s? | noun | Leader in creating innovative audio technologies and products that reproduce sound as close as possible to the real thing. Audyssey Laboratories uses Zendesk to power its help desk and also to connect with customers in two-way conversations beyond product […]

Sandbox: A Safe Environment for Testing out New Configurations and Features

November 24, 2009

Update: You may have noticed that this post is pretty old! For more up-to-date information, check out this Zendesk Sandbox article in our Help Center. As your business grows and changes, so do the business rules and workflows you use to run your help desk. We understand that. You might route your incoming support request […]