Community tip: round robin ticket assignment
Looking for an equitable and automatic way to assign tickets to your agents? We’ll show you how to use Zendesk and free tools from Google to set up round-robin-style assignment for your tickets
Tip of the week: what to do when an agent leaves the team
In a ever-changing environment support agents may come and go. When one leaves, how do you best maintain your support lines of communication
Ripped from the headlines: 4 lessons from the year’s top customer service stories
It seemed like every other month there was a new headline about exceptional customer serviceeither exceptionally good or exceptionally bad. But more often, these were tales of poor customer experience
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
Better customer engagement with Survey Monkey, MailChimp, and Zendesk
Zendesk is traditionally used as a tool to collect and manage customer conversations, for communicating with those customers who reach out for help. But what about your customers who dont reach out?
The great RFP hoax: why boilerplate checklists never work
But before rushing into selection process for the next support system that youll wind up abandoning in five years, why not stop and examine the selection process itself. A little up-front investment could lead you to
Tip of the week: solving the unsolved ticket mystery
The Backlog Evolution report is a great way of seeing how your Zendesk is handling your incoming ticket volume, which will allow you to allocate your resources more efficiently
Do you really need a technical writer?
You may already know you need a great knowledge base, but who’s going to take responsibility for keeping all that content up to date and and relevant for your users? If you’re wondering if you can spread the load across the team you already have, you’re not alone.
Community tip: How to use views to solve tickets for good
Are your customer inquiries getting solved for good? Not sure? We’ve devised a way that helps us make sure. Using the Zendesk views feature, we generate weekly reports that help us track recurring customer issues. By customizing our views and pulling reports, we’re able to organize all the information presented to the support team in […]
Tip of the week: medians (for Advanced Analytics)
As some of you may have seen, our partner GoodData just had a major release, which included the addition of a new aggregation function… Medians!
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 Google Analytics needs to be configured to track your customer data in Zendesk
Tip of the week: custom mobile CSS for Help Center
We recently launched a new version of the customer portal in Zendesk named Help Center. One of the primary points of focus when building Help Center was ensuring that it was as flexible and customizable as possible
Tip of the week: keyboard shortcuts without a keyboard
As you probably already know, the new Zendesk interface is loaded with handy keyboard shortcuts that allow you to execute routine tasks such as opening a new ticket or setting a ticket without lots of mousing around and clicking
Community tip: keeping procedures up to date
A common feature Im sure every Zendesk user takes advantage of is their wonderful Macros
Zombie tickets arent like normal tickets. You cant just solve them with a simple answer, no matter how accurate your answer is
Tip of the week: Building your change management process
For the simplest change management process, all you need is a few custom configurations.
Tip of the week: how to use the new Zendesk security features
The security requirements for Zendesk customers can vary greatly from company to company. To meet the varied needs of our customers, we strive to make sure our security is both powerful and flexible. Its also evolving
Tip of the week: follow-the-sun
By going through some of the main features of Zendesk and discussing them in the context of follow-the-sun principles, youll be able to approach your Zendesk with more ideas.
Five customer service tips for small businesses
When youre just getting your company started and your customer base is small, you cant afford to lose business due to a customer service snafu. Here are five tips for developing a customer-centric mindset
Tip of the week: organizing the content in your knowledge base
We’ve got four steps to a streamlined knowledge base and lots of customer examples to set you on the right path.
Tip of the week: designing ticket forms
Im always amazed at the number of truly successful support organizations that dont have any custom fields in their Zendesk – or maybe just 1 or 2
How to get the right info from your customers and solve tickets faster
There are so many ways to effectively manage your companys influx of tickets. You may be getting tickets about everything from product questions to order status to complaintsor even
Community tip: track repeat ticket submitters
Keeping track of customers who submit multiple tickets is great way to gauge things like customer satisfaction, product quality
Tip of the Week: ensuring a timely response to customers
It’s important for everyone in the customer service industry to keep their response times as quick as possible