Self-Service Support: Are You Doing It Wrong?

March 7, 2011

Customer self-service certainly has its advantages: customers can find answers they need regardless of call center hours, without waiting for an agent to assist them, at remarkable cost savings to the company.  However, when an interactive voice response (IVR) system is poorly designed, hard to use, or inefficient, irritated callers either transfer to an agent […]

Keep Javascript Libraries From Colliding

February 28, 2011

Namespacing Summary (TL;DR) Javascript libraries can often be used in ways the authors did not foresee. Global variables present many opportunities for conflict among Javascript libraries. Authors should use namespacing techniques and JSLint to avoid polluting the global namespace and thus avoid collisions with other libraries. 1. The problem People who run Zendesk help desks like […]

Mobile Devices Are Transforming Customer Service

February 15, 2011

Experts are saying that 2011 is the year that mobile computing will transform customer service. That’s because mobile apps are “expanding the scope of customer service – mobile apps allow us to offer new functionality,” according to Diane Clarkson, an analyst at Forrester Research. “We can now use our mobile devices to learn if an […]

We Love Zendesk for iPad

February 14, 2011

Hey you! We’ve made some major improvements. Check out the new Zendesk for iPad. Today we’re releasing Zendesk for iPad. And we’re extremely proud of it. It has never been easier to stay in touch with your customers. The iPad app is not a reskinned mobile web interface or a revamped iPhone app. It’s an entirely new app built […]

Don’t Keep Your Customers Waiting

January 13, 2011

Nothing says “DISRESPECT” quite like forcing someone else to wait. And yet, that is exactly what so many brands do daily to the very customers they claim to value! It’s conventionally accepted that the customer (who needs something) should be willing to wait for the service provider (who has what they need). However, somewhere along […]

Default Triggers Explained

December 10, 2010

Triggers are business rules that are automatically executed in response to certain events that have occurred on a particular ticket.  For instance, let’s say you want to send an automatic email to a customer when you solve their ticket. You set up a trigger to do that. Triggers are also extremely helpful in streamlining your […]

Create private internal knowledge bases

October 22, 2010

Update: A lot’s changed since we first wrote this blog post! Building an internal knowledge base is now easier than ever with Zendesk Guide. Original blog post below: We received this question recently during one of our regular webinars: Can we create private forums in order to create an internal knowledge base? The answer is […]

Tip of the Week: Email Support for Two Different Products

October 1, 2010

It is a common scenario for one company to produce more than one product – a software company with three different apps for instance; or a print shop that sells its products to two distinct audiences. In these cases, it can be helpful to keep the support experience for your customers specific, not to your […]

Tip of the Week: Escalating Your Tickets With Groups

August 13, 2010

Please visit this article for the most up to date version of this tip: Escalating Your Tickets with Groups At Zendesk, our customer advocates follow a basic ITIL workflow based on escalation. One of the goals when following ITIL is to streamline the communication channel. To accomplish this, a framework is set up so that […]

Tip of the Week: Calculate Your Average Resolution Time using CSV exports

July 9, 2010

As we described in Tip of the Week: Review Ticket Resolution Times with Reports, you can get a good snapshot of your support tickets using the Zendesk graphical reporting available to all accounts (go to the Report page under the Manage tab). If you want to do some more heavy duty analysis, however, it’s best […]

Tip of the Week: Use Problem and Incidents to Organize and Speed Up Your Support

June 11, 2010

Not all support tickets are the same – your customers have different reasons for getting in touch with you. As such, not all Zendesk tickets work the same way. A Zendesk ticket can be one of four types: a Question, a Problem, an Incident, and a Task. Each of these types allows you as the […]

Tip of the Week: Automations vs. Triggers – When To Use What

May 18, 2010

Recently, we shared two tips on some automated functions within Zendesk. We described how to use automations to send notifications to your support team when a ticket needs a reply; and last week, we wrote about how you can use Zendesk triggers to send out auto-responses to some of your more frequent questions. In both of […]

Setup auto-responses to common questions with triggers

April 8, 2010

One of the keys to streamlining your customer support is responding appropriately to tickets as they come in and as they go through your support process

Tip of the Week: Organize Incoming Tickets with Multiple Email Addresses

March 18, 2010

As we’ve discussed previously, two important aspects of building your help desk workflow are Collecting and Processing your incoming tickets. You want to make it easy for your customers to get in touch but you also want to parse and sort through all the various requests. One way to handle this in Zendesk is to […]

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 […]

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 […]