Tip of the week: using automations to create service level targets

February 19, 2013

Customers expect a higher level of customer service now more than ever before. The key to a high customer satisfaction rating is not only providing an answer that solves your customers question, but providing it in a timely manner

Customizing Zendesk Support: Best practices for UX

February 13, 2013

In Part 2 of our Customizing Your Zendesk series, we look at how some of our customers organize, design, and manage their self-service support content to enable users to find what’s relevant for them

Tip of the Week: providing content in multiple languages

February 11, 2013

Sometimes you need to provide content to your users in multiple languages. The key is to avoid displaying unneeded localized content on each page

Tip of the Week: Taming your Triggers

February 4, 2013

Triggers help us auto-assign tickets, tag tickets appropriately, and more importantly they allow us to email notifications to our customers and support agents to let them know about comment updates to tickets

Using Triggers to get the most out of Customer Satisfaction

January 28, 2013

Today’s tip, and our very first Community Tip, comes to you from Joe Tinter, IT manager and skilled Zendesk user, and will help you use triggers to get the most out of customer satisfaction

Tip of the week: customizing customer satisfaction

January 21, 2013

One of Zendesk’s most popular features is our built-in customer satisfaction survey. Customer satisfaction allows you to track how well your agents and customer service organization as a whole are performing on a ticket by ticket basis

Tip of the week: adding the feedback tab to your Facebook Page

January 7, 2013

With our current Facebook integration, you are able to capture both wall posts and private messages into tickets

Tip of the week: streamline support using problem and incident tickets

December 10, 2012

For support agents it might be routine to answer an incoming question, solve a ticket, and move on to the next one. But what about those times when the issue is larger and impacts several customers at the same time?

Tip of the week: better analysis through native reporting and views

December 3, 2012

Many Zendesk users take advantage of our integration with GoodData to get granular reports and gain more insight into how their account is working

Tip of the week: unraveling host-mapping for Zendesk

November 19, 2012

When you first start your Zendesk subscription, the URL for your Zendesk web portal is some variation on mycompany.zendesk.com. Since all companies take great stock in managing their brand, Zendesk offers

Tip of the week: hiding parts of the web portal from logged-out users

November 5, 2012

If you’ve checked out our CSS Cookbook or some of our previous Tips of the Week, you know that there’s plenty you can do to customize the look and feel of your Zendesk web portal using Global CSS widgets

Tip of the week: how due date automations work

October 29, 2012

I’ve dealt with a few questions lately about how negative numbers in due date automations work, so I wanted to clear that up since I think it’s important for everyone to know this

Tip of the week: accelerate your ticket deflection efforts

October 23, 2012

You all know that you can use your Zendesk Forums to help with ticket deflection. You can stock pile your website with FAQs, video tutorials, and even build out a Community Help space to get your customers helping each other

Tip of the week: automations

October 10, 2012

Automations can be a bit fickle at times, preventing you from creating a new automation with cryptic demands of nullifying a condition and saving the universe from an infinite loop

SEO for Zendesk Support

October 3, 2012

Many tools already exist to help you deflect tickets and encourage self-service on your Zendesk. Here at Line2 we have found that Search Analytics in addition to Google Analytics have assisted us in becoming a customer-centric company

Improvements in search for more intelligent self-service

September 25, 2012

Recent studies tell us that more and more customers prefer self-service over contacting a support agent; and as the below infographic illustrates, a whopping 91% say they would use a knowledge base if it met their needs

Tip of the week: Sidebar Icon and Text apps for the new Zendesk

September 21, 2012

With the launch of the new Zendesk comes the App framework. While several developers have already started writing apps of their own, there are two apps that everyone can use to easily bring features and functions from their back-end systems into the new Zendesk

Tip of the week: changing a custom field option

September 4, 2012

With Zendesk you can create a wide range of custom ticket fields: drop-down lists, text, multi-line text, etc. One of the most frequently used custom fields is the drop-down list

Tip of the week: customer metrics with Google Analytics

August 24, 2012

Google Analytics is one of the most useful tools available for those in the customer service industry. What makes it even more amazing is that it is totally free!

Tip of the week: your knowledge base

August 20, 2012

Besides providing your customers with many channels for reaching out to you for support, your Zendesk offers a way to empower them to answer their own questions using the resources in your knowledge base

Tip of the week: macros for multifaceted tickets

July 3, 2012

Support tickets come in many shapes and sizes; some are simple questions, and others are complex problems. They might be concerned with a particular product feature, or they might be a sales or billing question

Tip of the week: the call center, unplugged

June 22, 2012

If you can take support calls away from your computer, anywhere, anytime, is your call center really a call center?

Tip of the week: unraveling host-mapping for Zendesk

June 12, 2012

You may have already taken a look at all of the different ways you can customize Zendesk to better match the look and feel of your brand

Tip of the Week: Streamline Support Using Problem and Incident Tickets

June 1, 2012

For support agents it might be routine to answer an incoming question, solve a ticket and move on to the next one. But what about those times when the issue is larger and impacts several customers at the same time? When faced with this kind of problem it is likely you will receive several similar […]