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Manage your virtual support team like a BOSS Article

Manage your virtual support team like a BOSS

You've asked the important questions, you've reviewed the must-haves, and you've assembled your virtual support team…

Tip of the week: using Google Analytics with Help Center Article

Tip of the week: using Google Analytics with Help Center

With the launch of Help Center, our new customer facing portal, there's a change in how…

Don’t be afraid: empower your support team Article

Don’t be afraid: empower your support team

If you manage a support team, you are going to want to empower your employees. That…

The vitals of virtual support teams Article

The vitals of virtual support teams

The benefits and key considerations of hiring and managing virtual teams in today's technology-supported working environment.

Community tip: keeping procedures up to date Article

Community tip: keeping procedures up to date

A common feature I’m sure every Zendesk user takes advantage of is their wonderful Macros

Tip of the week: Building your change management process Article

Tip of the week: Building your change management process

For the simplest change management process, all you need is a few custom configurations.

Keeping things fresh with rotating roles Article

Keeping things fresh with rotating roles

One of the first and most fundamental steps your company can take on it’s journey to…

Broaden your team’s horizons with events Article

Broaden your team’s horizons with events

Building a customer support team that enjoys working together and coming to work every day with…

Community tip: track repeat ticket submitters Article

Community tip: track repeat ticket submitters

Keeping track of customers who submit multiple tickets is great way to gauge things like customer…

Understaffed and extra busy? Here’s how to keep your cool Article

Understaffed and extra busy? Here’s how to keep your cool

There are going to be days when you don’t have enough customer service staffing to meet…

Why having new employees answer support tickets could be the best thing your company ever did Article

Why having new employees answer support tickets could be the best thing your company ever did

You’ve heard the same mantra from every VP of sales for the past decade: “Everyone is…

Tip of the Week: Queue Management in Zendesk Article

Tip of the Week: Queue Management in Zendesk

Wouldn't it be helpful to have a guide that generally outlines the best ways to manage your queue of…

Community tip: queuing up overnight tickets Article

Community tip: queuing up overnight tickets

When things are busy, like first thing in the morning, support teams may rely on colleagues…

Tip of the week: better analysis through native reporting and views Article

Tip of the week: better analysis through native reporting and views

Many Zendesk users take advantage of our integration with GoodData to get granular reports and gain…

Advocate spotlight: bringing the agent closer to the customer Article

Advocate spotlight: bringing the agent closer to the customer

When trying to contact a customer support representative for assistance, the hardest part is often, well,…

Tip of the week: changing a custom field option Article

Tip of the week: changing a custom field option

With Zendesk you can create a wide range of custom ticket fields: drop-down lists, text, multi-line…

Advocate spotlight: customer satisfaction ratings Article

Advocate spotlight: customer satisfaction ratings

Ask customer support reps what they hate the most and the answer will almost definitely be…

Advocate Spotlight Article

Advocate Spotlight

Ever wander into the office a little before 9 a.m., looking for a cup of coffee…

Tip of the Week: Copying Other People on Tickets Article

Tip of the Week: Copying Other People on Tickets

S*** Support Agents Say Article

S*** Support Agents Say

We know, we know: the S**** People Say meme is on its last leg. Who can…