Category: Zendesk

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 changes were made by a person or through the use of a… 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 set up skills and associate each one of these with individual agents as well as define a set… 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 process of merging tickets in Zendesk is fairly easy as long as… 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 than one condition or action in each trigger or automation. Conditions and actions… 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 allows you to be much more precise. Everyone can create a… 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. 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