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As your business makes changes and grows bigger, so should the workflows and business rules within your Zendesk instance. Something that worked for your business, in the beginning, may no longer make sense and it may be time to update your processes. Making any changes to your production environment can be unpredictable and you don’t… Continue reading What is a Zendesk Sandbox and Why Should You Use It?

Placeholders When you’re providing service to your customers, you want them to feel that they are being listened to by a real human, rather than simply receiving an auto-response. Zendesk facilitates this personal relationship with your customer through Placeholders. If you’ve used Mail Merge before, you’ll find Placeholders work the same as Mail Merge fields.… Continue reading Using Placeholders in Zendesk

Both triggers and automations can be an invaluable contribution to your workflow in Zendesk. You can edit, activate, deactivate, or delete them by accessing the business rules portion of the admin dashboard. In many ways triggers and automations are very similar, they both define a set of actions that will occur when a ticket matches… Continue reading What are triggers and automations in Zendesk?

What is a Macro in Zendesk? As you start to receive tickets through Zendesk, you’ll probably begin to see issues that are the same for more than one customer. This might be a general issue, such as needing a password reset, or a specific issue when something has broken, such as access to a specific… Continue reading Using Macros in Zendesk

Zendesk ticket types and what they mean for you Each ticket that comes into Zendesk is automatically assigned a life cycle of New. You can sort your tickets by their lifecycle designation to help prioritize your agents’ workflows and stay more focused. Adding a Ticket Type is optional, but it can be very useful when… Continue reading Zendesk ticket types and priorities: what you should know

One of the most useful features about your Zendesk Guide (Help Center/Knowledge Base) is that it can be customized to match your company’s branding. Integrated branding ensures that your customer has a seamless experience, and can easily identify your company based on the look or feel of either your website or your Guide. Or can… Continue reading Applying Branding to Your Zendesk Guide

The Knowledge Capture App is a new app currently in Beta that is available for Guide Professional Plan. You must also have a Help Center. The app works to bring your existing knowledge base into your tickets and puts all the great information within your help center at your agents’ fingertips. Features of the Knowledge… Continue reading What is the Zendesk Knowledge Capture App?

After you have taken the time to put together a beautiful and comprehensive Zendesk Guide and Knowledge Base for your end-users, you have to find a way to get that information to the masses. Go where your customers are So… where do your customers hang out? Insta? LinkedIn? Facebook? Go there! One of the best… Continue reading Want to get the most out of your Zendesk internal knowledge base? Here are some ways to spread the word…

Your customer has submitted a support request and a ticket has been created in Zendesk. What happens to that ticket next, and how do you know when a ticket has been resolved? There are five stages in the life cycle of a Zendesk ticket: New Open Pending Solved Closed New All support requests (regardless of… Continue reading The Zendesk Ticket Lifecycle

What is a Zendesk Ticket? Tickets are the action items in Zendesk that give your agents the information they need to assist your customers. Zendesk tickets typically begin with a support request from your customer. Tickets can be created to provide support for lots of different issues; everything from a forgotten password to a complex… Continue reading What is a Zendesk Ticket?

What Level of Zendesk Support Do you need? When it comes to deciding what level of Zendesk to start with it really comes down to the needs of your company and the needs of your customer service team, who will be your front line Zendesk users. If your business is small and your service requests… Continue reading What Level of Zendesk Support Do you need?

Agents Agents are your support staff, they will use your Zendesk instance the most and are usually the front line for your Zendesk team. The extent of their ability is set by admins defining permissions and privileges. Zendesk agents are at the center of your workflow and admins should always work to set up the… Continue reading Understanding Agents and Admins in Zendesk

Question: What makes your clients flock to your product? Answer: Providing stellar out-of-this-world customer service!   How do you find the right customer service tool for your company? Finding useful and insightful customer service software is a challenge that many businesses are trying to overcome While there are a lot of choices out there, as… Continue reading Why Zendesk is the Best Customer Service Tool for Your Company

2017 was a great year for 729 Solutions, and one of the accomplishments we are most proud of is becoming a Zendesk Partner. In September, three members from our team attended the Zendesk conference Relate Live in New York City where they had the opportunity to further the collaboration with Zendesk as well as speak… Continue reading Key Takeaways From Zendesk Relate Live 2017

729 Solutions is Now a Zendesk Developer Partner 729 Solutions is pleased to announce that we have become a Zendesk Developer Partner to help customers implement and integrate their products with this leading customer service platform. Zendesk provides a cloud-based customer support platform that allows quicker and easier interaction between businesses and customers. Learn more… Continue reading 729 Solutions is now a Zendesk Developer Partner