How to make your workflow flow
As your support teams grow, here are some tips on how to optimize operations at scale
How to collaborate across teams to scale customer support
For enterprise companies with hundreds of employees and dozens of departments, you often need to go outside of your customer service team to answer a question
The path to a better customer service workflow
You’ve done the work of building a strong team of great agents. Now, empower them to provide the best customer service they’re capable of.
Enhancing the agent experience with contextual workspaces
Support agents don't benefit from clunky interfaces or confusing processes - to ensure that agents have everything they need at the right time, they need a contextual workspace
Zoom + Zendesk: the benefits of video for remote support
We spoke with Zoom’s head of support and our own experts about the benefits of using Zoom’s video app in Zendesk, and we’ve included a few additional benefits for agents that use video for remote support in customer service
What we’re learning from Answer Bot
At Zendesk, we have jumped into exploring this newer world of business-applicable machine learning with Answer Bot
Support beyond tickets
Saving time, improving efficiency, boosting productivity: isn’t this what every business owner wants? Yes it is.
How will artificial intelligence assist customer service agents?
New innovations in artificial intelligence will have big upsides for customer service agents, notably for their productivity and efficiency with customers
The more the merrier: Add teams to Zendesk Support
Your customer service team answers many of the day-to-day questions that arise (and they’re great at it), but expertise from other departments is sometimes required
How to build ideal workflows in Zendesk Support
Join our latest Fine Tuning discussion to learn more about the remaining “building blocks” of an ideal workflow
Building your Zendesk workflow brick-by-brick
Building your Zendesk is a lot like building with LEGOs. Each component of Zendesk is made to work in harmony with the others so that you can create the strongest spaceship—or ticketing system—you can imagine. In today’s Fine Tuning discussion, I’ll walk through some key features, or building blocks
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
All about the “About” custom ticket field
When the About field is set correctly, it allows you to categorize the topics your customers are asking questions about. This, in turn, can help speed up ticket
Tip of the week: Best practices for altering your custom ticket fields
This Zendesk Tip of the Week covers best practice for altering custom ticket fields in your Zendesk.
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: Managing complex SLA needs with Zendesk
Recently, we’ve had the amazing opportunity to play around with enhanced service level (SLA) functionality in Zendesk, and it resulted in some pretty significant changes to the way we work. I thought I’d share some of what we learned along the way in this Community Tip
Zendesk on Zendesk: The lifecycle of a problem ticket
Join us in the Zendesk forums today for the next installment of our Zendesk on Zendesk series. We’re hosting a day-long discussion focused on the lifecycle of a Problem ticket. I’ll post suggestions about how Zendesk Support tracks and resolves
Community tip: Funneling customer orders through Zendesk
My company recently got rid of our CRM for various reasons and, while we were not quite ready to graduate to an ERP system, we had to bridge the gap between our Sales team and the processing of our orders. That’s where Zendesk came into the fold
Meeting customer expectations… at scale
Meeting expectations. It doesn’t sound thrilling, or particularly hard. In fact, it sounds like the note your professor might scrawl on a “C” grade term paper: “meets expectations.” But in the world of customer service
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
Community tip: connecting Zendesk and Google spreadsheets
At Control Group, we’re constantly reevaluating our own internal workflow to be more productive using the tools we already have
Community tip: queuing up overnight tickets
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
Simplified IT service management, part 4
I went through my years in IT support never knowing the difference between incidents and problems. My colleagues and I would use them interchangeably when it came to logging faults and Id say many support analysts are the same
Tip of the Week: Escalating Tickets
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 […]