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6 min read
Do you benchmark your customer service? You should. Heres why.
[Update: Since we wrote this blog post, we’ve launched the Zendesk Benchmark. Check it out to…
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1 min read
How LEGO Designs a Customer's Experience
Below is an amazing graphic produced by LEGO that it calls the experience wheel, designed, in…
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3 min read
Automatically turn voicemails into support tickets
This is a guest blog by James W. Breeden, CEO of LiveAir Networks. He describes how…
Article
6 min read
The Upside of Downtime? Zendesks Lessons Learned on Datacenter Migrations
A couple of weeks ago, Foursquare had a major outage. We felt their pain; site outages…
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3 min read
Costco's ridiculously liberal return policy
When you read Costco’s return policy, it’s pretty extraordinary. For instance, check out the rules governing…
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3 min read
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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4 min read
Tip of the Week: Add a Custom Header to Your Support Emails
A few weeks ago, we discussed adding a custom image to your Zendesk Web Portal. In…
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3 min read
Tip of the Week: Calculate Your Average Resolution Time using CSV exports
As we described in Tip of the Week: Review Ticket Resolution Times with Reports, you can…
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4 min read
The importance of friendly customer service: 6 tips from Zappos
Friendly customer service is treating customers with empathy and going the extra mile to meet their…
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3 min read
Tip of the Week: Automations vs. Triggers When To Use What
Recently, we shared two tips on some automated functions within Zendesk. We described how to use…
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Talking Customer Engagement, Business, and APIs with Robert Scoble
I sat down recently with Robert Scoble of RackspaceCloud and Building43 to discuss the history and…
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1 min read
Thanks for Meeting Us Around the World
Our series of Cloud Camp meet-ups down in Australia and New Zealand concluded yesterday and we’d…
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3 min read
Setup auto-responses to common questions with triggers
One of the keys to streamlining your customer support is responding appropriately to tickets as they…
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2 min read
Tip of the Week: Organize Incoming Tickets with Multiple Email Addresses
Two important aspects of building your help desk workflow are Collecting and Processing your incoming tickets.…
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1 min read
Sandbox: A safe environment for testing out new configurations and features
Update: You may have noticed that this post is pretty old! For more up-to-date information, check…
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Español, Deutsch, ??, Français Anybody?
Internationalization is coming to Zendesk next week. So if your customers speak French, Spanish, Chinese, Dutch…
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Thank You Down Under and Big Apple
A big thank you to everybody who attended last month’s meet-ups in New York City, Melbourne…
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