Tip of the week: ask your data the right questions
Today we’re kicking off a brand new series that will outline best practices for Help Center managers
Digital hugs and electronic kisses… in a ticket
As customer service professionals, we know you love your customers year-round. Even when it’s not Valentine’s Day. Even when they’re
Tip of the week: getting all the details with Liquid Markup
Last week, Andrey shared a great tip on how to use Liquid markup to randomize your automated responses
How to write a customer service job description
Sometimes sitting down to write a job description can feel like a monumental task
Tip of the week: using Liquid to randomize your canned responses
Customers are often annoyed when they know theyve 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?
When customers go werewolf on you
When a customer shape-shifts on you quickly, theres only one explanation: a werewolf ticket. Nice and friendly one moment, howling mad the next. In this case, you have to go right to the big guns: Pull in
Community tip: round robin ticket assignment
Looking for an equitable and automatic way to assign tickets to your agents? We’ll show you how to use Zendesk and free tools from Google to set up round-robin-style assignment for your tickets
Tip of the week: what to do when an agent leaves the team
In a ever-changing environment support agents may come and go. When one leaves, how do you best maintain your support lines of communication
Ripped from the headlines: 4 lessons from the year’s top customer service stories
It seemed like every other month there was a new headline about exceptional customer serviceeither exceptionally good or exceptionally bad. But more often, these were tales of poor customer experience
Community tip: connecting Zendesk and Google spreadsheets
At Control Group, we’re constantly reevaluating our own internal workflow to be more productive using the tools we already have
Better customer engagement with Survey Monkey, MailChimp, and Zendesk
Zendesk is traditionally used as a tool to collect and manage customer conversations, for communicating with those customers who reach out for help. But what about your customers who dont reach out?
Curse of the mummy ticket
Ive heard it told that if youre in customer service long enough, eventually you will come upon a ticket so confusing that it will feel like youre trying to read hieroglyphics
The great RFP hoax: why boilerplate checklists never work
But before rushing into selection process for the next support system that youll wind up abandoning in five years, why not stop and examine the selection process itself. A little up-front investment could lead you to
Tip of the week: solving the unsolved ticket mystery
The Backlog Evolution report is a great way of seeing how your Zendesk is handling your incoming ticket volume, which will allow you to allocate your resources more efficiently
Do you really need a technical writer?
You may already know you need a great knowledge base, but who’s going to take responsibility for keeping all that content up to date and and relevant for your users? If you’re wondering if you can spread the load across the team you already have, you’re not alone.
Community tip: How to use views to solve tickets for good
Are your customer inquiries getting solved for good? Not sure? We’ve devised a way that helps us make sure. Using the Zendesk views feature, we generate weekly reports that help us track recurring customer issues. By customizing our views and pulling reports, we’re able to organize all the information presented to the support team in […]
Zombies discover new way to expand knowledge base: Braaaaaains!
If movies like Zombieland, World War Z, and Die You Zombie Bastards! have taught us anything, its that the zombie apocalypse is probably going to happen any day now. Any tech company worth its salt
Turning angry customers into loyal fans
Here she comes! Maybe her name is Gladys, maybe its Tom, Tiffany, or Niles. But whatever his or her moniker, this persons cranky, irascible presence is bound to send even the best, most dedicated customer service professional running for cover
Tip of the week: medians (for Advanced Analytics)
As some of you may have seen, our partner GoodData just had a major release, which included the addition of a new aggregation function… Medians!
Tip of the week: add the Konami Code to your Help Center
For those of you who are gamers and want to add a secret Easter egg for your customers to find
Tip of the week: using Google Analytics with Help Center
With the launch of Help Center, our new customer facing portal, there’s a change in how Google Analytics needs to be configured to track your customer data in Zendesk
Tip of the week: custom mobile CSS for Help Center
We recently launched a new version of the customer portal in Zendesk named Help Center. One of the primary points of focus when building Help Center was ensuring that it was as flexible and customizable as possible
Tip of the week: how to build great content for your knowledge base
One of the questions were often asked is, who should be creating the content for the knowledge base? Some of our customers have technical writers or dedicated roles, many dont
Tip of the week: keyboard shortcuts without a keyboard
As you probably already know, the new Zendesk interface is loaded with handy keyboard shortcuts that allow you to execute routine tasks such as opening a new ticket or setting a ticket without lots of mousing around and clicking