Start your omnichannel journey the right way
Understanding the value of the omnichannel experience is one thing, but successfully implementing it is something else entirely
From Sloane Square to SaaS: A support advisor’s journey at John Lewis Partnership
Janet Pratt has seen John Lewis move from typewriters to electric typewriters to computers. Today, she’s embracing SaaS software, diving in headfirst and taking a hands-on approach to providing support
Excellent customer service, excellent ROI
“Don’t knock it until you’ve tried it” can be good advice in some situations, like when you’re wary of trying a new ice cream flavor. When deciding whether to overhaul your current customer service support system—not so much
3 ways to use Zendesk as an ecommerce help desk
Managing support across various channels can create accountability problems and make your customer feel undervalued. Here are three ways to corral the chaos
Find out what’s new with Zendesk
Join our product marketing team for an in-depth walk-through of all product updates in the last quarter. In this 60-minute webinar, we’ll take you through the new features in Support, Help Center, Chat, Talk, and Message
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: How to track support tickets you assist but do not own (SME/Consultant/Senior engineer)
It’s common for engineers to seek help from senior engineers in order to resolve tickets or escalate them. When a ticket is escalated, the senior engineer owns it—making it easy to track. In some cases though, the ticket is not formally escalated but a senior engineer is still assisting
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: 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
Multiple brands, one Zendesk: introducing Multibrand
Whether you’re a local shop or an international conglomerate, consumers expect your brand to stay consistent throughout their experience of doing business with you. That expectation provides a special challenge for
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: 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
Re-launch of Zendesk advanced plans
Today were announcing a re-launch of our two advanced plans for new customers joining Zendesk. The Plus and Enterprise plans have seen tremendous innovation
Community tip: keeping procedures up to date
A common feature Im sure every Zendesk user takes advantage of is their wonderful Macros
Zendesk customization – best practices for UX, part 3
In part 3, we take a look at how certain customizations are done on the back end, including HTML, CSS, and JavaScript
Customizing Zendesk Support: Best practices for UX
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: unraveling host-mapping for Zendesk
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
The new Zendesk: speed
When dealing with customers, every second counts. So one of the biggest motivators behind the new Zendesk has been speed: how can we decrease the amount of time it takes to provide great customer service?
Zendesk Launches in Japan
Today is an awesome day. It’s the day we’ve officially launched in the Japanese marketplace. Starting today, Zendesk agent and administrator interfaces have been fully localized in Japanese, allowing Japanese agents to provide support in the language they are most comfortable. With more than 15,000 customers worldwide, the needs of our international customers have become […]