Deliver a seamless online customer experience

June 15, 2017

In this post, we’ll share how you can stand out from the crowd with a better online experience for your customers

How to be human while collecting customer data

May 8, 2017

Without categorizing the requests landing on your desk, collecting customer data needed to make informed decisions is almost impossible

The best customer service is a group effort

April 23, 2017

Many teams at your company help to support the relationship between your business and your customers. While customer service handles many of the day-to-day questions, other teams like sales and billing jump in when another opportunity develops or when there’s an error with an invoice

How to never make a VIP customer wait

April 10, 2017

For most companies, providing 24/7 support just isn’t an option. So what happens when a VIP customer has a question during off-hours and you need to contact your engineer who’s out of the office?

The easiest way to improve customer satisfaction

March 19, 2017

At the risk of sounding like a broken record, if you want to improve customer satisfaction, you need to measure customer satisfaction (CSAT)

Community tips for happier customers

February 10, 2017

Zendesk can’t magically provide you with happier customers. But we can give you the tools you need to improve the customer experience

How BetterCloud organizes IT support

February 7, 2017

At BetterCloud, we’ve developed some creative strategies to leverage Zendesk automations (and other features) so our IT team provide excellent internal support

How to build ideal workflows in Zendesk Support

January 25, 2017

Join our latest Fine Tuning discussion to learn more about the remaining “building blocks” of an ideal workflow

Tip of the week: Measuring agent productivity (Zendesk Chat Analytics 101)

January 15, 2017

This Zendesk tip of the week looks at agents logged in and agents serving to measure agent productivity.

Sh*t support agents say

December 21, 2016

Everyone wants good customer support, but if you’re a support agent, listening to people’s problems 40 hours a week can get repetitive quickly. Giving meaningful responses and solutions? That’s a whole other story

Tip of the week: Investigating increasing wait times (Zendesk Chat Analytics 101)

December 13, 2016

This Zendesk tip of the week overlays wait time on Chat Reports to identify increases in wait times.

Community Tip: How to improve feedback loops with automated peer reviews

December 6, 2016

Follow this Zendesk community tip from BetterCloud to improve feedback loops using the Zendesk API, Google Sheets, and the Google Apps Script

Tip of the week: How to use JIRA filters to see Zendesk tickets in JIRA

November 8, 2016

This Zendesk tip of the week is especially useful if you are trying to see how many tickets are directly linked to the JIRA issues

The reviews are in: Best headsets for customer service

October 12, 2016

Think about the tools you use at work every day—a mouse, a keyboard, maybe old fashioned pen and paper? If you’re a member of a phone support team, a headset is likely at the top of that list—it definitely is for our customer advocates. In fact, members of our support team are commonly asked for […]

From the experts of Zen U: Optimize your views

October 6, 2016

We’re here to help you understand Zendesk better. With Zen U, you can participate in an interactive curriculum and learn from experts like Austin Hinz, one of our Zen U trainers. This November, we’re taking Zen U on the road

Building your Zendesk workflow brick-by-brick

September 22, 2016

Building your Zendesk is a lot like building with LEGOs. Each component of Zendesk is made to work in harmony with the others so that you can create the strongest spaceship—or ticketing system—you can imagine. In today’s Fine Tuning discussion, I’ll walk through some key features, or building blocks

Tip of the week: A guide to Help Center for Web Portal users

August 30, 2016

This Zendesk Tip of the Week will help you transition from Web Portal to Help Center

The skill every great chat agent needs to have

August 18, 2016

Meet Anna, Team Lead for the email and chat team supporting Zendesk Chat. Based in Manila, Anna joined Zopim back in late 2013

Community Tip: How to set a reminder on a ticket

August 8, 2016

Learn how to use custom ticket fields and automations to set a reminder on a Zendesk ticket

Tip of the week: Markdown embedded images

July 19, 2016

If you aren’t yet using a rich text editor in your Zendesk but you still want to embed images, this tip on markdown embedded images is perfect

How customer service agents can think like memory athletes

July 7, 2016

In customer service, agents are frequently tasked with memorizing hundreds of macros, tags, or other shorthand ways for categorizing information, in addition to learning everything there is to know about

All about the “About” custom ticket field

June 30, 2016

When the About field is set correctly, it allows you to categorize the topics your customers are asking questions about. This, in turn, can help speed up ticket

Community Tip: Deleted your help center content? Not to worry!

June 28, 2016

This Community Tip from Felix Stubner will help you with a quick way to restore your Help Center content if it is accidentally deleted

Tip of the week: Best practices for altering your custom ticket fields

June 21, 2016

This Zendesk Tip of the Week covers best practice for altering custom ticket fields in your Zendesk.