Tip of the week: ask your data the right questions

March 3, 2014

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

February 14, 2014

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

January 31, 2014

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

January 29, 2014

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

January 27, 2014

Customers are often annoyed when they know they’ve 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

January 21, 2014

When a customer shape-shifts on you quickly, there’s 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

January 13, 2014

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

January 3, 2014

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

December 30, 2013

It seemed like every other month there was a new headline about exceptional customer service—either exceptionally good or exceptionally bad. But more often, these were tales of poor customer experience

Community tip: connecting Zendesk and Google spreadsheets

December 18, 2013

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

December 9, 2013

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 don’t reach out?

Curse of the mummy ticket

November 19, 2013

I’ve heard it told that if you’re in customer service long enough, eventually you will come upon a ticket so confusing that it will feel like you’re trying to read hieroglyphics

The great RFP hoax: why boilerplate checklists never work

November 13, 2013

But before rushing into selection process for the next support system that you’ll 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

November 8, 2013

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?

November 6, 2013

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

October 29, 2013

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!

October 28, 2013

If movies like Zombieland, World War Z, and Die You Zombie Bastards! have taught us anything, it’s that the zombie apocalypse is probably going to happen any day now. Any tech company worth its salt

Turning angry customers into loyal fans

October 23, 2013

Here she comes! Maybe her name is Gladys, maybe it’s Tom, Tiffany, or Niles. But whatever his or her moniker, this person’s 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)

October 21, 2013

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

October 14, 2013

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

October 7, 2013

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

September 27, 2013

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

September 23, 2013

One of the questions we’re often asked is, who should be creating the content for the knowledge base? Some of our customers have technical writers or dedicated roles, many don’t

Tip of the week: keyboard shortcuts without a keyboard

September 9, 2013

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