Agent Efficiency
How to get the most out of Agent Home for Zendesk
This article shows you ten practical tips on how to gain the most out of Zendesk's new Agent Home.
Insights
Zendesk acquires Ultimate: an in-depth overview of what the platform will gain
Zendesk is planning on acquiring Ultimate.ai, a leading AI and ticket automation platform. We've seen plenty of headlines, but what does this actually mean? This article dives into the nitty-gritty and shows what's now possible thanks to this platform expansion!
Insights
Zendesk CX Trends 2024
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
Zendesk Security Checklist
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
Managing Storage Limits in Zendesk
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
Customer Service Trends 2024 - Zendesk Scorecard
Ultimate has released their Customer Service Trends Report 2024 today. Let's see how close Zendesk aligns with their trends.
Agent Efficiency
My approach to Zendesk Views
In this article I explain my approach to Zendesk Views, and how you only need 8 views to make an efficient setup.
Agent Efficiency
Viewing User Interaction Context in Zendesk
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
My approach to setting up Zendesk SLA Policies and enabling Group Policies.
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
Crisis Management via Zendesk
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.