Insights
Zendesk just launched their Trends Report for 2024 giving insight into where Customer Experience and support is moving towards this year. I've written up my own overview of the trends and how I see the product moving forward influenced by these trends.
Insights
One of the big Trends for 2024 is the idea that security no longer is an add-on but should be seamlessly incorporated throughout the customer journey. To get started the right way, I've written a Zendesk Security Checklist. It's a practical approach to improve the security of your Zendesk instance.
Insights
This article gives insights in how to manage your data usage limits in Zendesk, how to bulk delete specific tickets and how to remove attachments to keep your data usage under the allowed limits and reduce the risk of paying more!
Insights
Ultimate has released their Customer Service Trends Report 2024 today. Let's see how close Zendesk aligns with their trends.
Agent Efficiency
In this article I explain my approach to Zendesk Views, and how you only need 8 views to make an efficient setup.
Agent Efficiency
This article shows you three ways you can leverage existing Zendesk features to give agents insights in user intents so they can resolve tickets faster and give better support.
Agent Efficiency
In this article we'll explore the new Group SLA policies in Zendesk, lay out an approach to setup a scalable SLA policy across your instance and make sure agents take care of the right ticket first.
Agent Efficiency
Imagine a major part of your service breaking down, users can't login and tickets are being created in volume. Agents get overwhelmed by the amount of backlog and customers get frustrated. Zendesk can remedy this by leveraging Pro-Active support and Self Service and Problem/Incidents. Learn how.