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Customer support

Tips to set agents up for success and deliver better customer service.


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Conversion Tracking in Chat

With Conversion Tracking, you can learn which chats are helping you accomplish business goals like sales…

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Skills-Based Routing in Zendesk Chat

All customers have different needs. Skill-Based Routing sends customers to the right agents, ensuring they quickly…

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Roles in Zendesk Chat

With roles and permissions, managers can create new roles for their agents and control what they…

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Support and Chat

Learn how Support and Chat can be used together to create and effortless, cohesive experience for…

Make yourself heard

Join the Zendesk Experience Research Panel and help shape the future of our products.

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Customer satisfaction surveys in Zendesk Support

Customer satisfaction surveys collect feedback directly from customers. Learn how asking customers a simple question can…

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Ticket Forms in Zendesk Support

Ticket Forms in Zendesk Support help you gather specific information from customers so you can provide…

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Groups in Zendesk Support

Groups in Zendesk Support lets you organize agents in different ways, such as areas of expertise…

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4 min read

Agent feedback: putting the pieces together

When it comes to agent satisfaction, there are compelling reasons to move beyond a surface understanding of its importance

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7 min read

Reduce customer effort with great service

Chances are that many of you have customer effort reduction as one of your MBOs. If not, it's time to add it

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4 min read

Providing a great customer experience during the holiday rush

To help keep the annual holiday rush manageable, we’ve compiled a list of tips that’ll help…

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4 min read

How Zendesk customers benefit from self-service

For a deeper dive into the benefits of customers helping themselves, we highlighted five of our…

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2 min read

Keep support knowledge fresh and useful

Knowledge is the product that your support team owns and builds every day

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4 min read

Sales and support: Collaborating to increase growth

Businesses must seek to grow with existing clients and enhance the value of these relationships over time

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5 min read

Making the most of an NPS survey

What can an NPS survey tells you about your customer experience?

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3 min read

5 benefits of turning know-how into knowledge

To build and maintain a great knowledge base, the best people to “hire” are the ones that use the knowledge day in and day out

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4 min read

How to support your robot co-worker

We’ll learn to work well alongside our robot co-workers, but to get there, both sides are…

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3 min read

Why chatbots won’t necessarily replace humans

Chatbots will play a much larger role in customer interactions in the next five years, but…

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