Tip of the week: creating a secure environment

September 3, 2013

Security is not only about passwords, encryption, and anti-virus, it’s also a state of mind. latest tip of the week will show you how to create a secure environment

Community tip: keeping procedures up to date

August 19, 2013

A common feature I’m sure every Zendesk user takes advantage of is their wonderful Macros

Zombie tickets

August 14, 2013

Zombie tickets aren’t like normal tickets. You can’t just solve them with a simple answer, no matter how accurate your answer is

Tip of the week: Building your change management process

August 12, 2013

For the simplest change management process, all you need is a few custom configurations.

Tip of the week: streamline your IT processes with ticket forms

August 5, 2013

Many of the IT management best practices are firmly rooted in common sense. However, all those processes—like problem management, change management, and request fulfillment—can be challenging

Keeping things fresh with rotating roles, part 2

July 31, 2013

One of the best ways to attract the best talent for the job is to create a working environment that is as interesting and enriching as possible. Previously, we discussed some of the roles you can rotate your support team through to help keep things fresh and interesting. Since customer service isn’t limited to the […]

Tip of the week: how to use the new Zendesk security features

July 30, 2013

The security requirements for Zendesk customers can vary greatly from company to company. To meet the varied needs of our customers, we strive to make sure our security is both powerful and flexible. It’s also evolving

Bonus tip of the week: know your customers

July 24, 2013

We often hear about the importance of customer service and all the reasons that contribute to a good customer experience, like speed of resolution or a pleasant support agent

Tip of the week: follow-the-sun

July 23, 2013

By going through some of the main features of Zendesk and discussing them in the context of follow-the-sun principles, you’ll be able to approach your Zendesk with more ideas.

Five customer service tips for small businesses

July 15, 2013

When you’re just getting your company started and your customer base is small, you can’t afford to lose business due to a customer service snafu. Here are five tips for developing a customer-centric mindset

Tip of the week: organizing the content in your knowledge base

July 15, 2013

We’ve got four steps to a streamlined knowledge base and lots of customer examples to set you on the right path.

Tip of the week: using your voice

July 8, 2013

When you have a problem or a question you often do not have the time to search for an answer or wait for email correspondence

Tip of the week: designing ticket forms

July 1, 2013

I’m always amazed at the number of truly successful support organizations that don’t have any custom fields in their Zendesk – or maybe just 1 or 2

How to get the right info from your customers and solve tickets faster

June 26, 2013

There are so many ways to effectively manage your company’s influx of tickets. You may be getting tickets about everything from product questions to order status to complaints—or even

Tip of the week: the 2-for-1 approach to customer service

June 21, 2013

Frequently, we will get multiple requests from the same customer seeking the same support. Some people like to put out multiple lines when they go fishing, etc

Community tip: track repeat ticket submitters

May 20, 2013

Keeping track of customers who submit multiple tickets is great way to gauge things like customer satisfaction, product quality

Tip of the Week: ensuring a timely response to customers

May 6, 2013

It’s important for everyone in the customer service industry to keep their response times as quick as possible

Why having new employees answer support tickets could be the best thing your company ever did

April 30, 2013

You’ve heard the same mantra from every VP of sales for the past decade: “Everyone is in sales.” Today, there’s a new mantra inside fast-growing startups

Tip of the Week: Queue Management in Zendesk

April 22, 2013

Wouldn’t it be helpful to have a guide that generally outlines the best ways to manage your queue of tickets?

Tip of the week: notifying external email addresses

April 15, 2013

Many of you LOVE triggers and the quick and the easy ticket management it allows you to setup and automate, as well as the email notifications it allows you to send

Zendesk API 101: increasing the capability of your Zendesk

April 12, 2013

Maybe you love Zendesk, but want to customize the look and feel to your brand. You’re not alone. In fact, most of our customers reach a point where they want to get the most out of their Zendesk and the solution is the Zendesk API

Community tip: queuing up overnight tickets

April 1, 2013

When things are busy, like first thing in the morning, support teams may rely on colleagues outside of the customer service organization to help solve tickets. The key is finding an easy way to help

Community tip: hiring the best customer service reps

March 11, 2013

Customer service is more than just providing the answers to technical questions. Your customer service reps need to be helpful, patient, empathetic, and kind: four things that simply can’t be instilled

Tip of the week: automating the creation of Google Calendar Events

March 4, 2013

Let’s say you want to have a reminder about your Zendesk ticket in your Google Calendar—well now you can!