Online ticketing system and ticketing software

Article
5 min read

What is call centre software?

Call centre software can help your agents meet these expectations with minimal effort. The key is understanding the features and benefits that call center software can offer, and then deciding which ones you need most.

Article
8 min read

Nine ticketing system tips for outstanding customer service

Customers expect fast response times from your support team. Here are tips for creating a ticketing system to streamline workflows and boost efficiency

Article
8 min read

What is a help desk? Definition, benefits, and functions

Effective help desks keep your customers happy and your employees productive. Learn more below.

Article
5 min read

We use customer self-service to decrease ticket volumes, and you can too

Improving your self-service content can help you decrease ticket volumes in times of crisis and beyond. Follow these steps to identify effective changes.

Women in Leadership

At Zendesk, we care about creating an inclusive environment for all leaders, in particular women leaders, so that we can celebrate achievements, provide networking opportunities and collaboration to help support women in CX and beyond.

Article
3 min read

Answer Bot® is here to help: better comprehension, more languages, less effort

With better comprehension than before, Answer Bot can help you deliver accurate answers to customers while reducing the effort required by agents.

Article
6 min read

What is a mobile help desk?

Mobile help desk software can give agents the tools that they need to do their job from anywhere with an Internet connection

Article
9 min read

Five of the best knowledge management examples

Here are our favourite knowledge management examples and perhaps the kind of knowledge base that your company will want to develop

Article
6 min read

What's a BPO call centre and what does it do?

If your business doesn’t have the bandwidth to handle all your inbound and outbound calls adequately, you may want to consider outsourcing. Read on to learn how a BPO call centre can step in

Article
4 min read

The keys to excellent internal help desk management

These internal help desk management tips can help set up harmonious employee and user expectations round help desk response times.

Article
7 min read

What is the CRM process?

The CRM tool itself is what provides the data and functionality required by your team to execute this strategy – and ultimately to turn leads into customers.

3 min read

Boost agent productivity and customer happiness with a complete view of the customer

Customers have high expectations for the speed and quality of their support, and a poorly managed omni-channel environment isn’t just frustrating for agents, it’s ultimately frustrating for customers as well.

Article
10 min read

How to choose a CRM system: A step-by-step guide

A CRM can boost sales productivity and drive revenue—but only if you choose the right solution. Read our article to learn how.

Guides and ebooks
1 min read

Let’s get conversational: 9 ways to transform your CX with messaging

Messaging apps like Facebook Messenger and WhatsApp have made it easy to connect with anyone, anywhere…

Article
8 min read

How live chat support improves the customer experience

Learn best practices for live chat support, how it can help you provide better customer experience, and why it's a valuable customer service tool

Article
7 min read

Your guide to customer service email management software

Keeping email under control is critical to good customer experience. As your business grows, consider using customer service email management software

Guides and ebooks
1 min read

Getting started with Sunshine™

If you’ve ever called a company with a question, only to be bounced to different departments…

Article
3 min read

The four most important ways in which software affects your customer experience

Customers may not be interested in your customer-experience software – but your company absolutely should be.

Article
4 min read

Three ways an AI-powered knowledge base changes the game

AI-powered knowledge bases have become vital to providing high quality customer service — here's why.

Article
3 min read

Help desk vs service desk: what’s in a name?

Regardless of what you call these support teams, there are many solutions that help you better meet customers’ needs