Community tip: Best practices for using views
Views are the primary way of managing tickets in Zendesk. The tickets displayed in a view respect an agent’s ticket privilege, so agents only see the ticket that they are authorized to
Tip of the week: Restricting agents to specific brands
With Zendesk’s Multibrand solution, all agents can access tickets for all brands. This enables your support team to seamlessly move between requests from all of your brands and provide
Community tip: How to review tickets and set QA standards as you scale
It’s easy to recognize that each company and their approach to support, tickets, and their customers is unique. Out of fairness, here’s the approach I’ve had for the last two years that’s turned out to be
3 most popular community tips
The votes are in! The Zendesk community forums have been buzzing with great ideas. We asked our customers to pick their favorite
Bonus tip of the week: keep spam out of your Help Center
Spam: It’s bad for your email inbox and bad for your Help Center. Fortunately, there’s an easy way to stop spam from
Tip of the week: Autofill the Web Widget contact form
The new Embeddable Web Widget makes it easy to bring an effortless support experience to your users—but you can make it even better with the Web Widget API. By adding a few lines of
Fine Tuning: Agent productivity
Is your ticket volume growing, causing your support agents to stress about staying ahead of the game? Today is your day! We’re hosting a discussion in our forums today focused on increasing
Tip of the week: securing sensitive customer attachments
Verifying your customer’s identity through a passport or driver license scan can be an effective verification method. Yet due to the sensitive nature of these documents, and their ability to be used for identity theft, we recommend
Community tip: refactoring reporting with conditional fields
Our implementation of reporting on why people are writing in to support was pretty simple at first. An ever increasing drop down of issue types. We implemented this since
Tip of the week: build on customers lists to deliver better customer service
For new customers, user management is a big topic in our training sessions. They often ask, “Once I get my customers into my Zendesk, how can I tap into the data about them, their issues and company
5 ways to add meaning to your customer data
You have a lot of customer data in your Zendesk…so now what? Unless you know how to use that data to improve your business, it’s meaningless. Here are 5 tips to help you
Community tip: using invisible ink in support emails
The latest community tip shows you how to create hidden text using a mix of custom delimiters and some liquid markup
Tip of the week: customize your knowledge base
The latest tip of the week is actually a compilation of several useful tips and tricks you can use to make your Help Center content more engaging and beautiful
Can enterprise companies really provide great customer service?
Personable, friendly, responsive. Probably not the adjectives you’d use to describe the customer service you get from big, enterprise companies. But why not? Is it because they don’t
The benefits of a virtual team are real
To go virtual, or not to go virtual. Is that the question? Should it be? It might be if you’re having a hard time finding the right
Community tip: find your repeat customers
I am sure we all have experienced the anxious customer. The one that emails you a question and wants an answer five minutes later
Ask the right questions: conducting a customer service job interview
While an interview provides a great opportunity to learn about a customer service job candidate’s skills and abilities, it’s equally, if not more important, to make sure that they are also a good match for your organization
Use your phone for more than pictures of lunch: tips for screening job candidates
It’s hard to get to know someone in one 15-20 minute phone call. Yet, as the person responsible for hiring new support staff in your organization, this is something you’ll be doing regularly
CSM Spotlight: how Zendesk uses Zendesk for support
Here at Zendesk, we naturally have more experience using the Zendesk application to run our customer service than virtually anyone. As we’ve grown, we’ve adapted our own Zendesk to support
Community tip: keeping an eye on your data
In the latest tip of the week. we’ll learn how to build custom Zendesk reports and keep track of important customer service metrics
The customer service resume checklist
Finding the right customer service talent is no simple task. As part of our series, How to Hire the Best Customer Service Reps, we put together this handy checklist that will help you the sort through that pile of resumes
Maintain accountability with one simple move
One of the realities of working for a company that genuinely cares about customer service is this: every employee, to a degree, works in the customer service department
Community tip: what metrics should you be tracking?
By keeping a close eye on your team’s current performance, you can start making adjustments to better serve your customers and provide quality service
Tip of the week: providing multiple feeback options
Imagine a situation when you need to provide your customers with more than one option for providing feedback. It could be that you have customers who speak a multiple languages and you want to offer a feedback tab for each one. Or you may want to provide feedback tabs that are specific to a single […]