Zendesk Tips

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How to build an amazing support team Article

How to build an amazing support team

Customer service matters. It affects your bottom line and how your brand is perceived by the…

Tip of the week: solving the unsolved ticket mystery Article

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…

Do you really need a technical writer? Article

Do you really need a technical writer?

You may already know you need a great knowledge base, but who'’s going to take responsibility…

Community tip: How to use views to solve tickets for good Article

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…

Tip of the week: medians (for Advanced Analytics) Article

Tip of the week: medians (for Advanced Analytics)

As some of you may have seen, our partner GoodData just had a major release, which…

Manage your virtual support team like a BOSS Article

Manage your virtual support team like a BOSS

You've asked the important questions, you've reviewed the must-haves, and you've assembled your virtual support team…

Tip of the week: using Google Analytics with Help Center Article

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…

Don’t be afraid: empower your support team Article

Don’t be afraid: empower your support team

If you manage a support team, you are going to want to empower your employees. That…

The vitals of virtual support teams Article

The vitals of virtual support teams

The benefits and key considerations of hiring and managing virtual teams in today's technology-supported working environment.

Community tip: keeping procedures up to date Article

Community tip: keeping procedures up to date

A common feature I’m sure every Zendesk user takes advantage of is their wonderful Macros

Tip of the week: Building your change management process Article

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: organizing the content in your knowledge base Article

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…

Keeping things fresh with rotating roles Article

Keeping things fresh with rotating roles

One of the first and most fundamental steps your company can take on it’s journey to…

Broaden your team’s horizons with events Article

Broaden your team’s horizons with events

Building a customer support team that enjoys working together and coming to work every day with…

Community tip: track repeat ticket submitters Article

Community tip: track repeat ticket submitters

Keeping track of customers who submit multiple tickets is great way to gauge things like customer…

Understaffed and extra busy? Here’s how to keep your cool Article

Understaffed and extra busy? Here’s how to keep your cool

There are going to be days when you don’t have enough customer service staffing to meet…

Why having new employees answer support tickets could be the best thing your company ever did Article

Why having new employees answer support tickets could be the best thing your company ever did

You’ve heard the same mantra from every VP of sales for the past decade: “Everyone is…

Tip of the Week: Queue Management in Zendesk Article

Tip of the Week: Queue Management in Zendesk

Wouldn't it be helpful to have a guide that generally outlines the best ways to manage your queue of…

Community tip: queuing up overnight tickets Article

Community tip: queuing up overnight tickets

When things are busy, like first thing in the morning, support teams may rely on colleagues…

Customizing Zendesk Support: Best practices for UX Article

Customizing Zendesk Support: Best practices for UX

In Part 2 of our Customizing Your Zendesk series, we look at how some of our…