Hey everyone! 🌟 We're thrilled to announce our next Zendesk User Group meet-up, and we've got something special planned! This time, we're hosting an Ask Me Anything (AMA) session with our Vice President of Support, Alexis Gray, and we want your questions! 🤔💬 The meet-up will be a fantastic opportunity to connect with other…
Scenario 1: Improve agent efficiency This scenario shows you how to improve agent efficiency by taking mission critical apps out of the sidebar and putting them front and center. Your company has several private apps that have been developed and installed. They provide critical customer information. Your agent workflows…
Part 1: What is an SLA? In Part 1 of this Fine Tuning, we'll define what SLAs are and talk about why you should care. Service Level Agreements ...That nebulous idea once only embraced by telecom operators of the 1980s has now been adopted by any organization looking to differentiate themselves through service. But what…
This Fine Tuning session is about how to build out your Zendesk instance piece by piece, including: Groups and roles User fields and organization fields Ticket fields and ticket forms Launch Manager Don Newton has been with Zendesk since October of 2014, and has over fourteen years of experience in customer support,…
Part 1 Build: Tips for planning a successful Support launch Create a checklist of all changes you’ll need to make from your existing software to Zendesk Support. This will be useful for making sure you haven’t missed changing any inbound channels to Support. Review how you plan to set up Support with a trusted agent(s)…
As a Zendesk admin, it's your job to ensure the success of your customer support team. In this article, you'll learn about some great Zendesk capabilites that can help you and your agents work more efficiently, be more productive, and consequently make your customers happy. This article contains the following topics:…
This article contains some best practices to help you improve your customers’ experience during the busy season. For example, Zendesk Support volume for retailers increases by about 42% during the holiday season, or you may have a medical supplies or health care business with increased activity during a special situation…
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