Tip of the Week: Looking at Satisfaction Ratings with Comments

April 24, 2012

If you are already collecting feedback about how satisfied your customers were with their support experience, you might have noticed a recent change in the satisfaction conditions. In the past, all satisfaction ratings were grouped together regardless of whether they included a comment or not, which meant extra time spent wading through tickets to find […]

Tip of the Week: Copying Other People on Tickets

April 12, 2012

You might have had a ticket come through where multiple people are needed to provide a complete solution for your customer. The CC option in Zendesk is an easy way to add anybody to a ticket so they’re included in the discussion! This week we explain how to add other agents, registered end-users and non-registered […]

Tip of the Week: Touring Our New Reporting Menu

March 16, 2012

This past week we launched a new reporting dashboard, complete with new search analytics that provide insight into what users are searching for and whether they’re finding answers. Max’s tip of the week provides a quick tour of the new reporting dashboard for those looking to dig deep into some customer support statistical goodness. Take […]

Tip of the Week – Using Topic Suggestions to Increase Ticket Deflection

March 2, 2012

Providing self-service resources is one of the best ways to increase customer support efficiency. We refer to it as “ticket deflection,” because it reduces the number of tickets users submit. (Clever, isn’t it?) In this week’s tip, Anton explains how to implement a simple ticket-deflection feature within Zendesk that helps users submit forum posts from […]

Tip of the Week: Hiding Parts of the Web Portal from Logged-out Users

February 7, 2012

There are some portions of your support portal you want everyone to see, and others that need to remain exclusive to certain types of users. For example, the average users might want to read your frequently asked questions (FAQs), but you only want registered users to submit and view tickets. In this week’s tip, Dave […]

Tip of the Week: Spice up Your Zendesk with Google Web Fonts

January 13, 2012

Using custom fonts is a great way to add a bit of simple flair to your web portal. In today’s example, we’ll use Google Web Fonts to change the header title and forum title in Zendesk. You can learn more about modifying Zendesk CSS elements over in the CSS Cookbook. To summarize, you’ll want to […]

Tip of the Week: Tracking Requester Language by Email

December 15, 2011

Now that Zendesk has rolled out our new language capabilities with our Dynamic Content feature, it’s much easier to identify your customers’ languages and provide support in their preferred language. For the time being, we’re able to detect browser settings, but automatic language detection in email is still in beta. (To participate, fill out this […]

Love your help desk in any language with Dynamic Content

December 9, 2011

Providing support for a global product can be an exciting adventure, but if you answer your customers’ tickets in the wrong language, it can leave them feeling like their Babel fish is broken. Zendesk Dynamic Content helps you to provide a seamless support experience for your customers, ensuring that you not only respond to their […]

Tip of the Week: Auto-assigning Tickets

December 5, 2011

Today’s tip of the week describes how to automatically route tickets to a particular agent, or agents, in your account. It also describes how tickets from one end-user or organization can be sent by default to the same agent. Why would you want to route tickets to one agent or one group of agents? Some […]

Tip Of The Week: Understanding Trigger Conditions

November 18, 2011

There are two types of conditions available in Zendesk – all conditions and any conditions – and defining these conditions can be a lot like ordering a pizza for you and a few friends, in the way that you need to decide which conditions will get you the result(s) that you want. For example, you […]

Tip of the Week: Saving Time with Mail API Commands

November 11, 2011

My, how times have changed! We’ve updated our Mail API a lot since this was posted. Here’s a link to the updated documentation. The mail API commands within Zendesk allow you, as an agent, to update a ticket in a number of ways directly from your email inbox. They’re fun, handy and, best of all, […]

Tip of the week: Showing who’ has been cc’’d in email notifications

November 4, 2011

Have you ever wished that you could allow end-users to see who’s been CC’d on a ticket? This tip shows you how. Using a very simple chunk of Liquid markup, you can include this information in email notifications. All you have to do is add it to your notification triggers. As an example, let’s modify […]

Tip of the Week – Manage Multiple Feedback Tabs on Multiple Websites

October 31, 2011

This tip is a little dated. Read this article for more up-to-date information about managing multiple feedback tabs. You probably already know about our feedback tab. It’s one of the simplest ways to allow your customers to create tickets, search forums and start chatting with your agents without having to leave your site, saving time […]

Tip of the Week: Escalating Tickets

October 21, 2011

One common step in ticket workflows is escalation of issues from agent to agent, or team to team. This can be a necessity when your various agents have different skill sets, language competencies or regional responsibilities. Zendesk, of course, has a solution for this. We have more than one, in fact. Obviously, the simplest option […]

Tip of the Week: Using business hours in your triggers and notifications

October 14, 2011

[Editor’s note: you’ve unearthed an artifact from the old days. For the most up to date information, visit: https://support.zendesk.com/hc/en-us/articles/203662206] To help manage your workload, Zendesk allows you to set business hours for your help desk. This can be done by an administrator in Settings > Account > Localization > Business Hours . In this week’s […]

Tip of the Week: Automatic Ticket Tagging

September 23, 2011

Tags are one of the most powerful tools in Zendesk. With them you can load your tickets with additional data and then create custom workflows using that data. This week we thought that we’d look at the automatic tags feature. In your ticket settings (Settings > Tickets) there’s an option to automatically add tags to […]

Tip of the Week: Configure Your Help Desk for Different Languages

August 1, 2011

Zendesk is growing at a very fast pace, not only in the US, but all over the world. Currently, Zendesk has more than 40 languages (available free of charge to Plus+ plan customers). In this Tip of the Week, we want to show you how to configure your help desk for different languages, using your […]

Tip of the Week: Deactivating, Cloning, and Editing Triggers

July 18, 2011

Triggers are one of the most powerful components of your Zendesk. It might even seem like there’s a bit of magic to triggers, but there’s actually very little wand waving involved. Triggers do exactly what you tell them to do, nothing more, nothing less. Newer users to Zendesk or users who are currently trialing the […]

Tip of the Week: Controlling Access to Forums

July 11, 2011

Organizations within Zendesk are designed to gather all end-users from a single company that require support into one group. Setting up an Organization enables these users to see all submitted Tickets within their Organization. In the past, the only criteria available to distinguish those users in a specific Organization was by email domain. Thanks to […]

Tip of the Week: Nesting Fields

June 27, 2011

We recently had a customer who wanted their end users to be able to route tickets to very specific departments within the company. This would allow them to bypass their traditional support structure in order to get tickets directly to the appropriate department that could then answer a question as soon as it was submitted. […]

Tip of the Week: Non-Assigned Agent as CC

June 3, 2011

Zendesk provides you the flexibility to set up your agent structure in the best way that suits you. Oftentimes, agents will share tickets and collaborate on answers before replying to a customer. As an agent, you may want to add a comment (either public to the end user or private to the assigned agent) and […]

Tip of the Week: Build Reports with GoodData for Zendesk

May 27, 2011

GoodData for Zendesk is an integration that enables Zendesk Plus+ customers to build insightful and powerful support metrics using GoodData’s web-based business intelligence platform.  Plus+ customers have always had access to an export of their ticket data; GoodData for Zendesk makes it easy to start analyzing this data by offering instantly relevant pre-built dashboards and reports […]

Tip of the Week: How to Avoid Agent Collision

May 20, 2011

You’ve probably seen this scenario before. You’re working on a ticket, selecting the relevant fields, making a comment, and then you hit submit. Zendesk tells you that someone else has updated the ticket while you’ve been working on it. Annoying, right? That’s a collision: Two agents working on the same ticket, but haven’t seen each […]

Stop the Dreaded HTTP 405 Errors on IE 9

May 13, 2011

The Zendesk application uses the TinyMCE editor with the ts_advimage plugin for image uploading. The combination has served us well for quite some time. Recently, though we’ve been getting lots of complaints from users who are getting HTTP 405 errors on IE9. After some digging, I found that the problem was how the ts_advimage plugin […]