Tip of the week: Measuring agent productivity (Zendesk Chat Analytics 101)
This Zendesk tip of the week looks at agents logged in and agents serving to measure agent productivity.
Tip of the week: Investigating increasing wait times (Zendesk Chat Analytics 101)
This Zendesk tip of the week overlays wait time on Chat Reports to identify increases in wait times.
Tip of the week: How to use JIRA filters to see Zendesk tickets in JIRA
This Zendesk tip of the week is especially useful if you are trying to see how many tickets are directly linked to the JIRA issues
Tip of the week: A guide to Help Center for Web Portal users
This Zendesk Tip of the Week will help you transition from Web Portal to Help Center
Community Tip: How to set a reminder on a ticket
Learn how to use custom ticket fields and automations to set a reminder on a Zendesk ticket
Tip of the week: Markdown embedded images
If you aren’t yet using a rich text editor in your Zendesk but you still want to embed images, this tip on markdown embedded images is perfect
Community Tip: Connect Zendesk with multiple project boards in MeisterTask
Using the MeisterTask integration you can connect your Zendesk account with a project board in MeisterTask to create an efficient communication channel
Play nicely in the ticket queue using the Play button or Guided mode
Optimizing ticket workflow is top of mind for any customer service manager and becomes especially important as teams expand and share workload across multiple global offices. That’s why, here at Zendesk, we implemented a Play button-centered workflow
Streamline your Zendesk notifications for effective team communication
We’re often asked how to optimize Zendesk notifications to ensure that both customers and your support team aren’t overwhelmed. Today, I’ll walk you through my steps for auditing your notification strategy
Community Tip: 3 ways to get the most out of Zendesk’s Pathfinder app
Get the most out of Zendesk’s Pathfinder app with this Community Tip from James Baldwin of Change.org
Get out your gardening tools—how to clean up your users, groups, and organizations
Getting your hands dirty, in the weeds, isn’t always fun, but it’s an important maintenance task to help ensure workflows are optimized for agents spending their day in Zendesk
Tip of the Week: What to expect when rolling out Satisfaction Prediction
Satisfaction prediction has the potential to change the way your team processes customer support requests. See what to expect as an advocate and as a manger in this Tip of the Week
Community Tip: Set up Zendesk ticket threshold notifications for email and Slack
Notifications are incredibly helpful and can offer instant business insight, but everyone knows they quickly become bothersome if you’re getting too many at a time. The answer to this conundrum is simple
Community Tip: Show customer love by sending a personal follow up
This Zendesk Community Tip from Magoosh explains an easy way to remember to follow up with customers after a certain amount of time
Tip of the week: Making the move from Web Portal to Help Center (it’s really not that scary)
Migrating from Web Portal to Help Center can seem daunting but this Tip of the Week from Jake Bantz makes it easy
So you want to build an app?
Today in the Zendesk forums we’re hosting the next installment of our Fine Tuning series, a discussion where we’ll focus on the Zendesk Apps Framework (ZAF) and the technical aspects of
Community Tip: Include end-user browser information via Help Center
In this Zendesk Community Tip, we cover an easy method for sending over browser information when creating a ticket in the Help Center
Community Tip: Facebook Messenger integration for Help Center
Martijn Snels of pluscloud explains how his team embeds a Facebook Messenger button in the Help Center. With the introduction of Facebook Messenger Page Plugins, this is now possible.
Fine Tuning: Help Center customization
Join us in the Zendesk forums today for the next installment of our Fine Tuning Series. We’re hosting a day-long discussion focused on Help Center customization. Throughout the day, I’ll post suggestions about how to take advantage of
Community Tip: Create automated public follow-up for tickets in a Pending state
There is now a way to create an automated public follow-up for tickets in a Pending state. In this Community Tip, we’ll cover to be used in automation to trigger a public comment visible to clients
Tip of the week: Including 0 values in Insights reports
This tip of the week covers how to include 0 values in Insights reports. To do this we’ll create a custom metric using the IFNULL function
Community tip: Reporting on KCS actions within tickets
If you are interested in applying Knowledge Centered Support (KCS) principles to maintaining your Help Center content, this tip of the week is for you. One of the major reporting elements for Knowledge Centered Support is the ability to measure how a support article has interacted with a ticket. In this tip, I will show […]
Fine Tuning: Implementing chat as a channel
Join us in the Zendesk forums today for the next installment of our Fine Tuning series focused on implementing chat as a channel.Throughout the day, I’ll post suggestions about how to set goals for chat, whether to use proactive or reactive chat, and agent workflow best practices
Tip of the Week: Tracking ticket origination from Help Center
Have you ever looked at your reporting dashboard and wished you could see the exact tickets in your Zendesk that are created after a search or article view? Sure, you can see how many tickets were created after searching for a term