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3 ways to use Zendesk as an ecommerce help desk 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…

Play nicely in the ticket queue using the Play button or Guided mode 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…

Community Tip: How to track support tickets you assist but do not own (SME/Consultant/Senior engineer) 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…

Zendesk on Zendesk: The lifecycle of a problem ticket 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…

Community tip: Best practices for using views Article

Community tip: Best practices for using views

Views are the primary way of managing tickets in Zendesk. The tickets displayed in a view…

Multiple brands, one Zendesk: introducing Multibrand Article

Multiple brands, one Zendesk: introducing Multibrand

Whether you’re a local shop or an international conglomerate, consumers expect your brand to stay consistent…

Fine Tuning: Agent productivity Article

Fine Tuning: Agent productivity

Is your ticket volume growing, causing your support agents to stress about staying ahead of the…

Community tip: find your repeat customers Article

Community tip: find your repeat customers

I am sure we all have experienced the anxious customer. The one that emails you a…

Zendesk customization – best practices for UX, part 3 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…

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…

Tip Of The Week: Understanding Trigger Conditions Article

Tip Of The Week: Understanding Trigger Conditions

There are two types of conditions available in Zendesk – all conditions and any conditions –…

Six Criteria for Selecting Help Desk Software 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,…

Tip of the Week: Saving Time with Mail API Commands 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.…

Tip of the week: Showing who’ has been cc’’d in email notifications 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 who’s been CC’d on a…

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Do you benchmark your customer service? You should. Here’s why.

[Update: Since we wrote this blog post, we’ve launched the Zendesk Benchmark. Check it out to…

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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…

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Three Models for Customer Engagement

Love your help desk. That’s been the Zendesk tagline since day one. Phrased by my co-founder…

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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…