Blog
Storing Tier 2 rep name in addition to the Assignee
Is it really not possible to create new "User" fields on a Ticket? eg. I want to store a Tier2 rep's name/email etc. in addition to the Assignee so I can report on both?
Zendesk Talk vs. Talkdesk, Aircall, etc.
Has anyone been using Zendesk Talk vs. Talkdesk, Aircall, etc.? We’re considering it since we’re already using ZD and have issues with Aircall.
Omnichannel Routing in Zendesk
Anybody using the Omnichannel Routing beta yet? Curious how it’s working for people in curbing cherry picking.
Solution for “cherry picking”
Curious if anyone has come up with a good solution for cherry picking.
Recommendations - Survey Tools for Zendesk
Which 3rd party vendors do you use and/or recommend for ticket-related surveys (CSAT, NPS, CES, other)?
How can I add the account manager as a follower?
How can I make a generic trigger that adds the account manager as a follower on all tickets for an org?
How Can I Highlight My Leadership Skills When I Don’t Have Direct Experience as a People Manager?
How Can I Highlight My Leadership Skills When I Don’t Have Direct Experience as a People Manager?
Notice on outbound ZD calls that the call is being recorded
Is there an easy way to put a notice on outbound ZD calls that the call is being recorded?
Recipe for Virtual Team-Building: Online Escape Room
How are you connecting teammates in a remote world?
What activities and events are you doing to help team members feel like they are a part of a team instead of on a lonely remote island?
Get all the agents using a Zendesk seat
How can I get a report of all the agents using a Zendesk seat to export?
Managing Internal Knowledge Bases: The Biggest Challenge for Growing Teams
Managing Internal Knowledge Bases: The Biggest Challenge for Growing Teams
The Key to Improving Company Culture? Solve Problems Together
The Key to Improving Company Culture? Solve Problems Together
Change Zendesk color to match seasons 🍂❄️🌱☀️
Does anyone else change their ZD color to match seasons? I've always done this…
How Do I Keep Suspended Users Out of Our Chats?
I tried searching ZD help but ended up in circles - is there a way to ban a user in Workspace? We suspended them but they are still able to chat in.
To close, or to not close the ticket? That is the question.
To close, or to not close the ticket? That is the question.
Why Over-Communication Is the Secret to Creating a Positive Customer Experience
Q: Hi Friends!! Need advice on communicating with users when you’re sunsetting a product feature. See thread - appreciate your help!
— Communication Struggles
Just the Right Amount of Slack Notifications
Any CSAT > Slack trigger experts here? I’ve set up a webhook to send good ratings to a slack channel, but any time the ticket is put back into solve, it will resend the satisfaction comment to slack.
Updating First Response Times to See the Whole Picture
Is it possible to force a ‘recalculate’ the first response times for some closed tickets? We have a few ones where the first comment was internal but we were in touch with the customer elsewhere (another ticket) bit of a process failure but I don’t want us to be liable for rebate on that. If I can correct the FRT we should be good.