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Case Study: Netflix We have found that many companies using Zendesk often want the platform to perform capabilities, make connections or work in ways that meet their own specific needs and therefore are not features or integrations included in the base… Continue reading Custom Solutions Create More Success Within Zendesk

Ask and you shall receive! Are you a Zendesk admin looking for ways to better understand how to improve customer interactions for both your clients and your team of agents? A common problem we have seen when doing Zendesk Efficiency Reports is the need… Continue reading Your Customer Service Experience Gets Better with Zendesk Explore

Are you getting what you need from your Zendesk surveys? Every business wants to learn from their customers. Getting the right feedback from your client base can be invaluable when building and keeping their trust long term. Even when you are using a t… Continue reading Zendesk Gets Even Better with Custom Surveys

Are you looking for a live chat service that will help streamline your customer service offerings? If you are already using Zendesk for your other customer service needs then adding Chat is one of the best ways that you can achieve a more efficient Zen… Continue reading Zendesk Chat Leads In Live Chat Services

This past week, seven of our team members attended Zendesk’s Relate 2018 Conference in San Francisco – and once again we had a wonderful time! We spent Monday getting to know our fellow Zendesk Partners, learning about exciting upcoming changes a… Continue reading 729 Solutions Heads To Zendesk Relate 2018!

A phone call can be an impressive way to reach your customers, especially as people get more and more comfortable interacting through digital platforms. Just think how much easier and faster it might be for your Zendesk agents to deal with certain type… Continue reading Understanding Zendesk Talk

If you want to see the complete history of a ticket in Zendesk, start by looking at the ticket events. Ticket events show every single update or change made to the ticket, including when properties are added, changed, or removed, and whether those chan… Continue reading Reviewing Ticket History In Zendesk

Zendesk has recently added a new feature to their enterprise-level called Skills-Based Routing. This routing system is yet another way Zendesk aims to streamline your team’s workflow and your clients’ experience with customer service. Routing lets you … Continue reading Zendesk Skills Based Routing

Sometimes you get multiple tickets about the same issue, from the same end-user, in short succession. For cases like this, we recommend merging tickets in Zendesk to make sure you only answer an end-user once and avoid doing lots of repeat work. The pr… Continue reading Merging Tickets in Zendesk

Conditions and actions are the terms used within Zendesk to describe the statements created in triggers and automation, that help to specify what the trigger or automation is looking for in order to run a command. Zendesk Conditions There can be more t… Continue reading What are Zendesk Conditions?

At the end of last year Zendesk began offering Multi-Select Fields within tickets. This is a ticket field that gives you the option to choose multiple values from a list. This feature was much needed since sometimes one answer is not enough and this al… Continue reading Multi-Select Fields in Zendesk

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. M… 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 throug… 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 ve… 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 som… 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.… 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 … 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 yo… 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 … 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… Continue reading The Zendesk Ticket Lifecycle