CSM Spotlight: best practices for ticket deflection

August 21, 2014

We’re hosting a discussion in our forums today focused on Best Practices for Ticket Deflection and empowering your customers to use self-service

Tip of the week: improve your Help Center with dynamic content

August 18, 2014

In the latest tip of the week, I’m going to show you how to create a Dynamic Content item to dynamically change your Help Center’s design based on the customer’s language

Community tip: find your repeat customers

August 11, 2014

I am sure we all have experienced the anxious customer. The one that emails you a question and wants an answer five minutes later

Tip of the week: express yourself with email fonts

August 4, 2014

The custom fonts you choose are as much of a fashion statement as the clothes you wear. They can be edgy and inspiring, cool and calm, or even over-the-top

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?

How to build a winning IT strategy

July 8, 2014

Focus not only on numbers and ROI and costs, but on a user-centric approach

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

Tip of the week: test your apps in real time

June 23, 2014

Developing Zendesk Apps without being able to test changes to your code in real time is painful. To help alleviate this, Zendesk built Zendesk App Tools (ZAT)

Your business is all grown up—now what?

June 17, 2014

You’ve survived the awkward teenage years. Your customer base and headcount are steadily expanding, and you’re busy building out new teams across the organization. Everything is on the upswing

Tip of the week: providing targeted support with Zopim

June 16, 2014

Zopim Chat, like Zendesk, is a powerful and flexible tool with a wide array of customization options to meet your business needs. For most companies, support resources are finite and smart investment of those resources into the right customers will yield the greatest returns

CSM Spotlight: how Zendesk uses Zendesk for support

May 21, 2014

Here at Zendesk, we naturally have more experience using the Zendesk application to run our customer service than virtually anyone. As we’ve grown, we’ve adapted our own Zendesk to support

Community tip: keeping an eye on your data

May 19, 2014

In the latest tip of the week. we’ll learn how to build custom Zendesk reports and keep track of important customer service metrics

Tip of the week: crafting better customer responses

May 5, 2014

One of the best investments you can make when working in customer support is taking the time to write appropriate, relevant responses to your customers

Tip of the week: avoid complexity, optimize performance

April 28, 2014

Views enable you to organize your tickets into lists using the ticket and user data in your Zendesk. But if you’ve ever built a complex view with lots of conditions or a view that returns lots of tickets, you may have been less than happy with the time it takes to load

Community tip: what metrics should you be tracking?

April 21, 2014

By keeping a close eye on your team’s current performance, you can start making adjustments to better serve your customers and provide quality service

Tip of the week: providing multiple feeback options

April 14, 2014

Imagine a situation when you need to provide your customers with more than one option for providing feedback. It could be that you have customers who speak a multiple languages and you want to offer a feedback tab for each one. Or you may want to provide feedback tabs that are specific to a single […]

Tip of the week: fine-tuning your Help Center

April 7, 2014

Give your customers the best self-service options by maintaining a fine-tuned Help Center

Community tip: The fab five for customer satisfaction

March 31, 2014

Five fabulous customer tips on customer satisfaction.

Pick up the phone!

March 26, 2014

Email isn’t going anywhere. Your customers use it, and will continue to use it for the foreseeable future. So I’m in no way advocating that you get rid of it

Tip of the week: understanding your customers’ self-service experience

March 24, 2014

As the next tip in our best practice series for Help Center managers, we’re focusing on how you can use Google Analytics to gain a better understanding of your customers’ step-by-step journey in your Help Center

CSM Spotlight: what to consider when going live with Zendesk

March 20, 2014

New to Zendesk? Today is your day! Join us for a community discussion of tips and best practices for successfully launching your Zendesk, including suggestions on planning your launch,

Community tip: 11 ways to give customers the love…with Zendesk macros

March 17, 2014

11 crowdsourced tips for giving digital hugs and electronic kisses to your customers using Zendesk macros and business rules

Tip of the week: measuring search effectiveness in Help Center

March 10, 2014

Continuing our series on best practices for Help Center managers, this week we’re looking at using Google Analytics to measure search