Support
Latest stories Page 2
Article How to set up support tiers
Scale up support as your business grows and improve employee retention with support tiers.
Article 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…
Article 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…
Article 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…
Article 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…
Article Community tip: Best practices for using views
Views are the primary way of managing tickets in Zendesk. The tickets displayed in a view…
Article Multiple brands, one Zendesk: introducing Multibrand
Whether you’re a local shop or an international conglomerate, consumers expect your brand to stay consistent…
Article Fine Tuning: Agent productivity
Is your ticket volume growing, causing your support agents to stress about staying ahead of the…
Article Community tip: find your repeat customers
I am sure we all have experienced the anxious customer. The one that emails you a…
Article Zendesk customization – best practices for UX, part 3
In part 3, we take a look at how certain customizations are done on the back…
Article Customizing Zendesk Support: Best practices for UX
In Part 2 of our Customizing Your Zendesk series, we look at how some of our…
Article Tip Of The Week: Understanding Trigger Conditions
There are two types of conditions available in Zendesk – all conditions and any conditions –…
Article Six Criteria for Selecting Help Desk Software
As software increasingly moves from resource-heavy on-premise solutions to the cost-savings and flexibility of the cloud,…
Article Tip of the Week: Saving Time with Mail API Commands
My, how times have changed! We’ve updated our Mail API a lot since this was posted.…
Article Tip of the week: Showing who has been cc’d in email notifications
Have you ever wished that you could allow end-users to see whos been CCd on a…
Do you benchmark your customer service? You should. Heres why.
[Update: Since we wrote this blog post, we’ve launched the Zendesk Benchmark. Check it out to…
Tip of the Week: Email Support for Two Different Products
It is a common scenario for one company to produce more than one product – a…
Three Models for Customer Engagement
Love your help desk. That’s been the Zendesk tagline since day one. Phrased by my co-founder…
Tip of the Week: Use Automations to Send Alerts When a Ticket Needs a Reply
The keys to outstanding customer support are simple to understand, but as anyone who’s handled customer…