Let the machines do the learning: Introducing Satisfaction Prediction

March 15, 2016

Support agents have a lot on their plate. Agents must respond to a wide variety of questions, constantly flexing their problem-solving muscles, while also working to keep the customer satisfied

Answer your customer’s call with Basic Voice: Cloud-powered phone support available to everyone

March 15, 2016

If you were to step into a store on main street, you’d chat with the someone behind the counter for help. That immediate, personal interaction is the kind of positive support experience most businesses want

How to maneuver a mega conference like SXSW

March 10, 2016

SXSW is what you make it. It can be a great learning experience, a huge party, or something in between. Here a few helpful tips

Hold the line—your new hold music has arrived

February 26, 2016

At long last, the winning track from our hold music contest is here. Perhaps you thought we were holding out on you. When we asked you to hold your horses back in December, you might have

How to keep satisfaction high as chat volume increases: Introducing Zopim Chat Routing

February 17, 2016

Customers want prompt support. Research indicates that 60% of customers dislike waiting on hold for even one minute, and if they don’t get

Introducing new plans: more choice, more flexibility

November 10, 2015

Recently, we undertook a large customer research project, during which we spoke to thousands of our customers. We learned that as Zendesk continues to grow and attract companies of all sizes, our customers’ needs have also

Expanding our commitment to Melbourne: new office, new Foundation, new partnership

November 8, 2015

When Zendesk’s Melbourne office opened in our new location today, we took the opportunity to go big in expanding our commitment to Victoria with two major initiatives

TLDR: Zendesk adopting generous & equal parental leave benefits

October 28, 2015

As noted elsewhere, the state of parental leave in the U.S. supremely sucks. We’re still one of only a few countries around the globe to not have paid parental leave at the federal level. A few states have

Welcome BIME Analytics Team to the Zendesk Family

October 13, 2015

We are excited to announce that we have acquired the company and team behind the award-winning BIME Analytics. They have been pioneers in the area of cloud-based analytics since 2009, and we are excited to welcome them to the Zendesk product family. BIME Analytics is a modern business analytics platform, which includes real-time connectors to […]

Paying it forward: Zendesk’s annual Community Day

May 15, 2015

Today at Zendesk, we closed down our laptops. Stepped away from our desks. Marched out of our offices and took to the streets—the streets of all our neighborhoods around the world

Welcome to the neighborhood: introducing the Zendesk Neighbor Foundation

May 13, 2015

Today, we celebrate a major milestone in Zendesk’s history. We have the good fortune of announcing that the Zendesk Neighbor Foundation is a real, live nonprofit organization that will help us expand our commitment to

Business with friends, it’s complicated

May 12, 2015

Friends should never work together. How many times do we hear that? But who would you want to build a startup with, if not your friends? Who else would you want to spend so much time with? Who else could you convince

Game of Codes: Summer is coming

May 11, 2015

Friends, Romans, Zendesk Users, lend me your headsets, for today we celebrate the second annual Zendevian Cup! Once a year Zendesk employees from around the globe engage in an epic battle of skill and creativity. This 24-hour hackathon

Multiple brands, one Zendesk: introducing Multibrand

March 17, 2015

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

A roadmap for corporate social responsibility

March 6, 2015

“No great thing is created suddenly.” That’s the principle behind the development of our community programs at Zendesk, which we’ll be talking about at SXSW on March 14

Change of address: our new Singapore office

February 26, 2015

The sun never sets on Zendesk: We’re a global company with operations on five continents. This week, we cut the ribbon for our newest office

Be a good neighbor: no free lunch for employees

February 11, 2015

So many companies have fantastic lunch policies, offering epically cool and free onsite meals as an employee perk. And employers love people to stay in and eat their lunch at work and never…

What we’ve learned about failure

January 13, 2015

It’s true that mistakes can be a great learning experience, but let’s be honest: Failure sucks. It feels terrible—even though in hindsight, we can usually recognize

Readers’ choice: the customer service content top 10

December 30, 2014

As much as we like telling stories with words, sometimes numbers tell a good story too. When it comes to the Zendesk blog, and other resources on our site, we review

Updates from our legal team

December 22, 2014

Effective January 5, 2015, we’ll be implementing some updates to our Terms of Service and Privacy Policy. We take our responsibilities to our customers seriously and value transparency in our interactions, so we’ve put together this summary of the more significant changes. We understand it can be tempting not to bother reading these, but it […]

Giving thanks to those that gave

December 16, 2014

Regardless of religious affiliation or feelings about eggnog, the end of the year is invariably a time for a reflection. At Zendesk, we look out over the past year and realize

Your passport to Startupland

December 8, 2014

Ever wondered what it’s like to start your own business? The journey from idea to startup to successful business is long and treacherous. But it makes such a great story

Why the Bay Area is the epicenter of the startup world

December 4, 2014

What’s the next startup hotbed? So goes this perennial debate on the Interwebs. New cities are constantly being thrown into the ring

Embed customer service into the user experience: Introducing Zendesk Embeddables

December 3, 2014

If you’re eating at a restaurant and there’s something wrong with your meal, what do you do? You don’t get up and walk into the kitchen—you stay in your seat, talk to your waiter, and it’s taken care of. Why should customer service online be any different?