‘Many to many’—providing richer, scalable customer support in the Zendesk Community
An active user community is a great way for users to connect with one another, share ideas, and get answers to questions. Here's how the Zendesk Community improved and enhanced our customers' experience.
Conduct an honesty audit: Learn from customer feedback
Customer feedback is important, but what you do with that feedback is even more important. Here’s a look at how the customer service team at Zendesk took a couple of bad situations and turned them around
Everything you need to know before launching your community
We all belong to communities. Some are small and intimate, like our families. Some are massive and managed digitally, like LinkedIn. Regardless of their shape or size, these
Community Tip: Deleted your help center content? Not to worry!
This Community Tip from Felix Stubner will help you with a quick way to restore your Help Center content if it is accidentally deleted
Get personal with profiles in Help Center
Thriving communities are built around people having real connections with each other. That’s why we’re introducing profiles to Help Center, making it possible for community members to share relevant information about themselves
Meet “Copenhagen”, Zendesk’s new responsive Help Center theme
Today we’re releasing the Copenhagen theme for Help Center. We’ve redesigned it from the ground up, with self-service best practices
3 ways to get your Help Center in shape, featuring Lumo BodyTech
Chances are, your Help Center could be working—or working out—harder for you. Here are three exercises to optimize your Help Center for better performance and
6 steps for measuring self-service success
When I started as the Technical Documentation Manager at RJMetrics, my main focus was to get our Help Center in tip-top shape and to build a better self-service experience. Here are the six steps we found worked for building a robust self-service
Tip of the week: Notify customers of a post or comment converted into a ticket
One of the coolest features in Zendesk Community V2 the ability to create a ticket from a post or comment, and that’s what we’ll talk about in this tip of the week
Tip of the week: Making the move from Web Portal to Help Center (it’s really not that scary)
Migrating from Web Portal to Help Center can seem daunting but this Tip of the Week from Jake Bantz makes it easy
How Brayola’s customer service team became every girl’s best friend
Many items are fun to shop for—wide-brim, floppy hats, lacy skirts, motorcycle jackets, chunky scarves, cowboy boots. The list goes on, virtually to infinity, except for one item
Community Tip: Include end-user browser information via Help Center
In this Zendesk Community Tip, we cover an easy method for sending over browser information when creating a ticket in the Help Center
Community tip: Reporting on KCS actions within tickets
If you are interested in applying Knowledge Centered Support (KCS) principles to maintaining your Help Center content, this tip of the week is for you. One of the major reporting elements for Knowledge Centered Support is the ability to measure how a support article has interacted with a ticket. In this tip, I will show […]
Let’s get personal! How to showcase your support team on your Help Center
Your customers may wonder who they’re really talking to when they reach out your customer support for help. Fear not, we’ll show you how adding personality to your Help Center is as easy as 1 – 2 – 3.
Tip of the week: Add and remove individual CCs on a ticket using URL targets
Recently my colleague come across a very specific change management process. All approvers were added as CCs to a ticket. This action can be simply done manually, by a trigger, or by an app. However, the goal was to remove a user from
Fine Tuning: Blueprinting your Help Center
Join us in the Zendesk forums today for the next installment of our Fine Tuning series. We’re hosting a day-long discussion focused on Blueprinting your Help Center. Throughout the day, I’ll post suggestions for brainstorming and refining ideas for
Multiple brands, one Zendesk: introducing Multibrand
Whether you’re a local shop or an international conglomerate, consumers expect your brand to stay consistent throughout their experience of doing business with you. That expectation provides a special challenge for
3 tips for providing great customer self-service at scale
A great way to keep your customers happy (and cut down on tickets) is to make it easy for customers to find their own answers. Here are three tips for giving your customers a great self-service experience, even if
3 most popular community tips
The votes are in! The Zendesk community forums have been buzzing with great ideas. We asked our customers to pick their favorite
Bonus tip of the week: keep spam out of your Help Center
Spam: It’s bad for your email inbox and bad for your Help Center. Fortunately, there’s an easy way to stop spam from
Tip of the week: customize your knowledge base
The latest tip of the week is actually a compilation of several useful tips and tricks you can use to make your Help Center content more engaging and beautiful
Tip of the week: measuring search effectiveness in Help Center
Continuing our series on best practices for Help Center managers, this week were looking at using Google Analytics to measure search
Ideas from CloudFlare: Help Center customization
There are many decisions behind designing a Help Centerboth aesthetic and data-driventhat range from defining objectives to structuring content to adding custom touches
Tip of the week: custom mobile CSS for Help Center
We recently launched a new version of the customer portal in Zendesk named Help Center. One of the primary points of focus when building Help Center was ensuring that it was as flexible and customizable as possible