Catch-all

Plan Types: Team, Professional, & Enterprise Live Preview Time to Install:  5 - 10 minutes (mostly copying and pasting) Welcome to my third Zendesk responsive theme named “PreLaunch”. Pre-Launch is a simple theme that you can use while you are building out your new Zendesk theme (hopefully one of my other responsive themes). This theme currently gives you a countdown timer along with the ability to submit tickets. This is a very simple theme and you only have to edit two pages of HTML. This theme is responsive and will work across many different monitor sizes including mobile phones. You can use this theme or any code in this theme however you would like. Enjoy! If you’re looking for a modern theme for your Zendesk, then look no further. Or, if you just want to update your theme with some cool JS code I used, ple

How do I set up Zendesk to get automatic notifications that a user has responded to my replies? I get email notifications from Zendesk when a customer emails us for the first time. After that, when they reply back to my emails thru zendesk, I do not get any notification of it. I don't seem to see how new messages/replies are marked in the zendesk platform either. I have to manually click on individual emails to see if customers have replied to my response.  

Hallo liebe Community, ich hänge bei einem Problem. Ich habe Zendesk über die Firmenmail eingerichtet, und zwei Admins, Björn und Anna. Wenn ich jetzt ein Ticket habe, und das Anna zuweise, eine Antwort raus schicke, ist als Absenderadresse trotzdem Björn drin, und auch seine Signatur... Bzw., die Mail kommt von der Person Björn (Firmierung) und von der support-Mail über zendesk. Wie schaffe ich es jetzt, dass Anna als Ansprechpartner/Absender dort steht?? Häkchen bei "personalisierte Mails" ist gemacht... Und wenn ich eine neue Support-Adresse hinzufügen möchte, steht da trotzdem Björn! :-D Ich seh wahrscheinlich den ganzen Wald vor Bäumen nicht!   Danke schonmal!

At Amilia we manage a bilingual helpdesk. We are slowly starting to grow into more languages, which asks for a stronger demand on how we manage client responses. With Zendesk, you can easily do this by using macros with dynamic content. Define your language The first thing to do is define all your languages. To do this, go to Settings > Account > Localization > Languages   Create Dynamic Content Now go to Dynamic Content and start creating your different responses. Set your default language first, and then create as many variants as necessary for every additional language you offer. Be sure to save the placeholders, you will need them!  Create Macros Once you've created all your dynamic content, you can begin creating your macros. 

Hopefully this information can be used to an extent by everyone. It's easy to recognize that each company and their approach to support, tickets, and their customers are unique. Out of fairness, here's the approach I've had for the last 2 years that's turned out to be far more progressive with a rapidly growing Marketplace/IT company.  Document Everything!  The easiest way to anticipate scaling and at least have your objective standards of Customer Support and training methods is to simply document everything. Depending on your resources, shared documents (Google Docs/Sheets) and Zendesk (Knowledge Base/Explore) can work together like PB&J. Create a Customer Support manual. It should document your Support/Company Culture, team member directory, agent workflows, training programs, escalation pathways, and other resources. A manual can be a centralized document on Agent conduct. Through the lens of QA, this creates objective standards that&nbs

Hi, we were missing some way of reminding our support team when to follow up on tickets on a set date. Previously we only used the different statuses to send a ticket away for a set amount of time (if the customer did not reply during that time) and an automation to open them again. However, this did not feel very good since we could only sort of mark the ticket for a follow up after a predefined number of days. This is where the task ticket type came in handy! First of all, I created an automation that opens a ticket that sets the ticket back to the problem type based on these conditions: Ticket type is a Task Hours until task date is less than 4 (tasks complete at 11:00 on the set date and we open at 07:00) Secondly, we needed a trigger to also set the ticket type back to problem if the customer replied during the time up until the task da

To ease navigation and make the Help Center experience simpler for our customers, we decided to add some quick-links in our front page. We call these "welcome images" - and each one is linked to a specific area of our Help Center. Furthermore, we made it bilingual, making use of Zendesk's dynamic content feature. Editing the CSS To begin, click on Customize design on the right-hand menu and edit your current theme.     Under HTML select Home page            Navigate to the CSS tab - This is where all the magic will be happening. Here we added all of our CSS for both our welcome images and the buttons, which have an animation of its own. Here's a little preview

As Customer Success Manager and Support Project Manager, my job is to make sure clients are happy, but also to ensure that the Technical Support Team and the Development Team are communicating properly in order to achieve that. My day to day tasks involve writing and improving support documentation, taking care of our community forums, and tracking and test bugs and resolutions. I not only have to understand how things work, but why they work the way they do.  If something ever goes wrong, I can pinpoint the issue better, and then communicate results and updates to both the rest of our team and to our clients. Zendesk and Jira have extraordinarily improved our team's support process, allowing us to efficiently deliver a great app. These tools have become much more than just bug or ticket trackers, but have allowed us to more appropriately communicate with our clients and keep them in the loop as to what happens behind the scenes. Our support process is d

So as most people already know, there are automatons and triggers that can be set in your account to help ensure that your tickets are well taken care of and in turn your customers/users should be happier. But this isn't always the case. We used to have our pending tickets set to solve after 4 days of being open. Problem was, we found all too often that some of our users didn't realize that we had already responded to them, and then before they knew it the ticket is solved. We found that too many users would then come back and give us a bad review saying that they had never heard a response back. That's where the automation feature saved us. We set our accounts to send an email to users after a ticket had been on pending for 3 days. The email said something along the lines of "Hey, we're still waiting to hear back from you. Is this problem resolved? If so, ignore this message and this ticket will close in 24 hours. If not, please respond and let us know and we'll gla

By Tom Corbett and Stuart Gill at dotMailer As well as being an excellent system for managing support queries, Zendesk’s super-easy to maintain forums are a great way to curate instructions and guides for users. At dotMailer we take advantage of Zendesk’s API to re-use that same content in our email marketing software; ensuring that we can efficiently keep all of our documentation up-to-date. The problem with knowledge bases We like to think that our application is really easy to use, but some users always like to refer to help documentation; so in dotMailer we include a link to our dotMailer’s knowledge base, powered by Zendesk. We love the knowledge base, it’s simple to use and allows us to share content with our customers easily. But, this gives us two problems: -

Hello, On the articles I published in my Help Center, there is a comment features that readers can use. However, I'm not notified when a new comment has been posted and can't find an option that would activate it in the parameters. Do you guys know to achieve this? Thanks a lot for your help. I'm a Zendesk Starter user. Hugo.