Do you find that you spend social gatherings regaling your friends with your theories of leadership? When you made your list of New Year’s resolutions, was one of them to speak at a conference about leadership? When you talk in your sleep, is it mostly to say, “I’m the captain now?” Whether the answer to any of these questions is yes or even a hesitant and/or confused “...maybe?” we’d like you to know that we’re accepting proposals for the long-delayed and long-awaited Support Driven Leadership Summit, taking place on June 6 and 7, 2022, in Portland, Oregon!

Is there an easy way to put a notice on outbound ZD calls that the call is being recorded?

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?

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

Reporting skipped tickets from Play Mode

The Key to Improving Company Culture? Solve Problems Together

Does anyone else change their ZD color to match seasons? I've always done this…

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.

Q: Hi Friends!! Need advice on communicating with users when you’re sunsetting a product feature. See thread - appreciate your help!

— Communication Struggles

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.

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.

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.

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.