Article
2 min read

Gartner’s Customer Engagement report

With the many available CEC options to research and choose from, it can be challenging to determine which one is the right fit for a company.

Article
3 min read

Tip of the week: auto-assigning tickets

Today’s tip of the week describes how to automatically route tickets to a particular agent, or…

Article
1 min read

Mediaocean empowers better customer support teams and content with Zendesk

Mediaocean is an advertising service and software company, headquartered in New York City, with 1,000 employees serving more than 80,000 clients in over 77 markets and a global media spend of over $140 billion

Ebook
1 min read

Chatbots and the future of real-time communication

Companies are using chatbots to scale more and more.

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
7 min read

Welcome to the wonder of the West Coast work culture

Out west, where the sun is unafraid to make itself known, weekends are consumed with outdoor…

Whitepaper
1 min read

Better customer experiences with omni-channel engagement

Designing a support experience that enables you to have natural conversations with your customers, regardless of…

Article
7 min read

First reply time: 9 tips to deliver faster customer service

First response time refers to how quickly an organisation can respond to a customer. Learn how to measure, track and improve this crucial metric in our guide.

Whitepaper

Why your business needs a sales CRM

With so much money and time invested in sales growth, why are sales leaders still falling…

Article
5 min read

A comprehensive guide to customer service SLAs (and 3 free templates)

Here’s how and why you should create service level agreements.

Article
3 min read

The benefits of proactive chat

The name of the customer service game these days is knowing what your customers need before…

Article
5 min read

6 Reasons why every call centre should use an integrated ticketing system

Despite major improvements in other realms of customer service, many companies are using outdated technology and…

Article
8 min read

Ticket deflection: the currency of self-service

Forrester Research predicts that self-service will be the #1 customer service trend in 2017 because of…

Article
2 min read

Gartner’s 2017 Magic Quadrant for CRM | Zendesk

In this report, Magic Quadrant for the CRM Customer Engagement Centre 2017, Gartner examines the global market for customer service and support applications.

Article
11 min read

Ticket escalation: what it is and how to manage it

Learn how ticket escalation works and why a dedicated escalation process is important for your business.

Article
8 min read

What is a follow the sun model?

The sun never sets for businesses that rely on remote support, and global support, for customer…

Article
1 min read

A Zendesk cheat sheet for picking your support solution

Choosing the right support solution for your organisation is no easy task.

Article
9 min read

What comes next? How to overcome professional failure and career setbacks.

So, you just got fired from your job. Or you’ve been doing your own thing, but…

Ebook
1 min read

Roll out and manage multiple customer service channels

There is a seemingly infinite number of ways to interact with customers these days. Live chat, messaging, SMS—even self-service counts.

Article
2 min read

On hold no more: top 5 benefits of a callback service

No one likes calling a company only to be put on hold. In fact, according to…