Latest stories
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Article
9 min read
Angry at work — how to get mad the right way
We've all been angry at work. Take a look at how to use that anger to enact positive change in the office. It's possible to be mad and stay professional.
Article
3 min read
Chat Tags: a new way to read between the lines of your customer conversations
Live chat interactions are a treasure trove of actionable data about your customers. Zopim's new Chat…
Article
1 min read
Community Tip: Create automated public follow-up for tickets in a Pending state
There is now a way to create an automated public follow-up for tickets in a Pending…
Article
1 min read
Tip of the week: Including 0 values in Insights reports
This tip of the week covers how to include 0 values in Insights reports. To do…
Article
2 min read
Welcome BIME Analytics Team to the Zendesk Family
We are excited to announce that we have acquired the company and team behind the award-winning…
Article
3 min read
Innovate your customer service with embedded support
Digital customers no longer accept being treated like transactions instead of people. Thus, the growing demand…
Article
10 min read
The shameful trend of public shaming: a Q&A with author Jon Ronson
Is it okay to humiliate another human being—someone you only know from a single Twitter post?…
Article
8 min read
Not feeling it? Learn how to navigate the roadblocks to empathy
Science (and perhaps experience) tells us empathy is on the decline. But how much do we really know about empathy? Where does it live in the brain, and is it inherent to all people, or only to some? Can our capacity for empathy be enlarged?
Article
Shit support agents say
At least a few of these phrases are bound to sound familiar whether you're calling customer…
Article
4 min read
The relationship between customer loyalty and expectation
It’s easy to be in love with a brand when everything’s going well. When, for example,…
Article
8 min read
12 funniest customer service scenes in film and television
Bad customer service—when you’re not at its mercy—can be pretty funny. We’ve all been there before,…
Article
4 min read
The magic of a good business partnership: don’t start out as friends
Penn and Teller are a fantastic example of how business partners can be successful when their…
Article
2 min read
**Formatting** where you need it most. Introducing: Zendesk WYSIWYG
Improving the agent experience (and making it easy to use cat .gifs) was our guiding light…
Article
4 min read
How to make your customer feedback form more visible
Gathering user feedback is one of the most straight-forward and effective tactics for improving your product…
Article
8 min read
10 chat handling skills live chat agents need
Your customers love live chat. In a recent Zendesk Benchmark report, chat was revealed to be…
Article
2 min read
Zen U Tip of the Week: How to customize auto-response triggers
Can a ticket be created on behalf of a customer (via a phone call for example)…
Article
3 min read
Complex business hours? That's easy! Introducing Multiple Schedules
Zendesk users on the Enterprise plan can use Multiple Schedules to create an unlimited amount of…
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