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
Category: Zendesk
Zendesk ticket types and priorities: what you should know
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
Applying Branding to Your Zendesk Guide
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
What is the Zendesk Knowledge Capture App?
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?
Want to get the most out of your Zendesk internal knowledge base? Here are some ways to spread the word…
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…
The Zendesk Ticket Lifecycle
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?
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?
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?
Understanding Agents and Admins in Zendesk
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
Why Zendesk is the Best Customer Service Tool for Your Company
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