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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.
6 Ways to Enhance Customer Experience While Growing
As you grow, the first thing to suffer may be your customer experience. Here are 6 ways to keep providing great, fast support even as your team multiplies.
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.
What “The Office” Teaches us About Personal Service
Frameworks are great tools for helping us work smarter in support. Read on for an introduction to why and how to use them and learn about the Conversational Support Funnel, a valuable framework for combining different methods of support to create great experiences for your customers without overtaxing your team.
Making the Business Case for Frameworks in Customer Support
Frameworks are great tools for helping us work smarter in support. Read on for an introduction to why and how to use them and learn about the Conversational Support Funnel, a valuable framework for combining different methods of support to create great experiences for your customers without overtaxing your team.
Proactivity in Customer Support
Frameworks are great tools for helping us work smarter in support. Read on for an introduction to why and how to use them and learn about the Conversational Support Funnel, a valuable framework for combining different methods of support to create great experiences for your customers without overtaxing your team.