Succes with Zendesk

Hello Zendesk community,  I am looking for creating a dashboard about the use of our macro. I want to know the top 5 of the more used macro but I can not find on Explore :(The only figures I have are the column of “Utilisation with 7 days or 30 days" but I want to integrate this figure in my support dashboard.  Thanks,Barbara

Customer support can be a fulfilling and engaging job, but it sometimes gets a little repetitive. Gamification is a fun and exciting way to mix things up for your team! This video will cover the foundations of gamification, why it’s so beneficial for you and your team, and how to implement it into your Zendesk. 🕹️Additionally, we've created some checklists for you to use as you continue to build out your Zendesk with agent productivity in mind; check them out here: We have a lot of really wonderful resources and videos all about agent productivity

Hello everyone, I would like to know if there is a Discord or Slack channel for quicker exchanges on the technical aspects of Zendesk and to share our different experiences, for example? Have a great days! Poste en francais: Bonjour à tous, je voulais savoir si vous savez s'il existe un chan Discord ou Slack afin d'echanger de manière plus fluides sur des problèmes techniques ou encore pour faire du retour d'xp ? Bonne journée à tous. Yoann  

This month’s Customer Success on demand focuses on workforce engagement management and how it can not only benefit you and your team, but also your customers. Workforce engagement management (WEM) is a set of tools designed to optimize support operations, increase service efficiency, boost performance, and improve the agent experience, saving the whole organization time and money. This video series dives deeper into how to utilize WEM tools, ways they can benefit you and your team, and where you can learn more. Customer Success on demand Videos this month can be found&n

Calling all Zendesk experts and admins! How have you been able to pick up and report on trending issues/concerns as an admin in Zendesk? I've ran reports, created customer triggers with tags, I've done everything. When support is slammed, how can we see in real time at any point what the biggest issues are without having to create new reports or reading through hundreds (thousands) of tickets? What has worked for you? I've used Zendesk to slack notifications, etc. but I just am not getting the real-time reporting I need for these without having to spend a ton of time in tickets. I'd love to be able to see what words are trending across tickets in relation to each other. Even more than that. What have you done to help your business? 

Hi everyone, I'm certain there is an easy solution, but I'm simply trying to auto fill the subject on the help center for a specific form selected.Inspecting the field shows an id of:  #3--input.StyledTextInput-sc-k12n8x-0.egmjoO An older version of the HC the subject id shows #request_subject. This is probably why the form's subject is blank when I have this at the bottom of the script.js file. The date part is to confirm the code continues on the proper form.   var now = new Date();  var ticketForm = location.search.split('ticket_form_id=')[1]; if(ticketForm == 28485134800795) {   console.log('Datetime.'+now);   $('label[for=request_subject]').html("Custom Label");        $('#3--input').val('Custom subject'); // Autofill subject    } All feedback is gre

This month’s Customer Success on demand focuses on the power of self-service and how it can improve your support operations. Our new videos cover an Introduction to Self Service, how you can benefit from self-service, easy ways to promote self-service, best practices for setting up self-service, and helpful tips and tricks for even better self-service. Use these resources to help your customers help themselves, lighten your support load, and make everything run more smoothly.  Customer Success on demand Videos this month can be found here and cover the following topics:&n

Hi there! I was hoping to get some feedback regarding metrics we could use to track our agent performance without needing a separate (paid) integration. Right now one of our main focuses is on tickets solved per hour but this doesn't seem like the right metric to track for one reason: if a customer writes back in, the ticket opens again. So what metrics do you track? We also track CSAT, internal and public comments, ticket volume, response time, time spent in ticket, response/resolution time, first contact resolution, etc… but what is the combination of metrics you refer to when it comes to discuss performance. And is there one you heavily weigh on? I am also doing research on what other companies do but wanted to ask here first.  

Agent productivity is the engine that drives your support team across the finish line, helping to satisfy customer needs and provide meaningful resolutions. Be sure to check out this video, where we will cover how to measure your agent productivity so you can make data-backed decisions. 📊 Additionally, we've created some checklists for you to use as you continue to build out your Zendesk with agent productivity in mind; check them out here: We have a lot of really wonderful resources and videos all about agent productivity in our commu

Service level agreements, or SLAs, are one of the most important (and easiest) things that you can implement into your practices to improve your team's productivity in Zendesk. In this video, we explore service level agreements, which are formal contracts detailing the performance expectations and support standards for a service. 🤝Additionally, we've created some checklists for you to use as you continue to build out your Zendesk with agent productivity and SLAs in mind; check them out here: We have a lot of really wonderful resources and videos a

We know that you and your team are doing great work with your Zendesk, but there's always a way to improve team productivity! This video will serve as an introduction to our series on Agent Productivity at Zendesk, we’ll be covering six different tips and tricks that you can immediately use to improve your team’s productivity, ultimately leading to cost savings and a better customer experience. 📈Additionally, we've created some checklists for you to use as you continue to build out your Zendesk with agent productivity in mind; check them out here: 

Agent ProductivityThis month’s Customer Success on Demand focuses on boosting agent productivity and optimizing support operations. Our new videos cover tips for enhancing agent productivity, strategies for balancing efficiency and customer experience, the benefits of gamification, understanding and implementing SLAs, and measuring agent productivity with data-driven insights. Use these resources to streamline workflows and improve team performance. 🚀Customer Success on demand Videos this month can be found here and cover the following topics: 

Customer support is not an easy job. As an agent, you need to balance being effective and efficient while keeping the customer’s issue and overall experience in mind. Be sure to check out our video, we’ll help you optimize and measure your agent productivity while continuing to deliver the best customer experience. 🥇Additionally, we've created some checklists for you to use as you continue to build out your Zendesk with agent productivity in mind; check them out here: We have a lot of really wonderful resources and videos all about agent productivity in our c

Hi,  I'm working on implementing an SLA for our several support channels. We are a small tech start-up that mostly works with B2B partners. I'm the only person in charge of the customer service, but we don't receive that many emails and calls (around 50 emails and 70 calls per month). What do you suggest would be a good SLA for the email channel?  Thank you in advance,

Hello Community, I’m looking for some guidance on how to visually distinguish between two distinct groups of customers within our support platform. Our goal is to have a clear, immediate way for our customer-facing teams to recognize which customer group an individual belongs to. This is crucial to ensure that inquiries are directed to the correct team and to prevent any miscommunication. Could anyone suggest methods for marking these customer profiles in a noticeable way, perhaps through color coding or another effective visual strategy? We are open to creative ideas that would facilitate this differentiation clearly and efficiently. Thank you for your insights!

This month’s Success with Zendesk release is all about getting the most out of your instance with quick and easy organization and optimization suggestions. Here at Zendesk, we want to help you unlock the full potential of your account with simple yet powerful optimizations that can dramatically boost your team’s efficiency and effectiveness. Removing unused ticket fields, reassigning licenses, and reducing unmonitored business rules are changes that can have a big, positive impact on your team’s productivity when adjusted properly.  We’ve included a bunch of resources to help get you started on any spring cleaning efforts or routine maintenance you’re looking to achieve! 🫧 

A question for the community - what A/B tests have people had success running on tickets in their instances? I was able to get A/B testing working (all tickets are marked as control or experiment on creation, and we can then run tests based on those tags) but I'm having trouble coming up with ideas on things that we can test. Main goals are improving CSAT and agent efficiency, but any and all ideas are welcome!

Hi there!  Can we set up the following flow? If a user doesn't respond to the agent's message in the messaging channel for more than 10 minutes, send an auto message in chat to the user and move the chat status to pending. We have enabled Continuous conversations but this feature only sends an email and has no option to auto-update the ticket status or send a message in chat.Now agents have to do it manually and it takes much time.

Hi all! Posting this for sourcing tips and ideas from the community – either technical or "tactical". Mine it's a very small team and we decided to implement ZD in order to facilitate customer service, of course. Turns out that customers usually simply ignore the help centre, ignore the articles the bot suggests and simply skip to "chat with a human". Furthermore, some requesters end up putting their phone number in place of the "name" field in the widget, asking to get phone support. I must specify that, being a small team, we cannot offer a wide phone support (especially because the usual questions are to retrive info that are clear on the website – e.g. how much is it?). Secretly we do offer phone sessions, but only to high potential value customers that are further down the funnel and have more complicated questions. I wonder whether any of you has gotten through the same issues and if you would have any good advice or tip to work around

Hi Z - Team, I was delighted to learn of Zendesk's free training on their products/services.  As a Customer Success Manager always vested in expanding their skills, from the free training credentialing, and certification program categories offered, which one(s) do you perceive align with this job function?  Your input is appreciated, Maura-Lynne

Hello, I'm exploring how we can migrate all of our support options into Zendesk. We currently have an external public-facing customer support portal in Zendesk (where customers can get support from team members) and two internal private support portals in Jira. I want to migrate those (2) Jira support portals, that are for internal team members only, to Zendesk. One support portal where employees can report IT-related issues (password reset, new device needed, etc.) and one where employees can report product-related issues (bug, issue with a part of the platform, etc.). If anyone is using Zendesk in a similar fashion, please let me know how to best set this up.

This month’s Success with Zendesk release is all about Zendesk and artificial intelligence. AI is the hot new trend in tech, and we’re here to help guide you through all of the exciting things that Zendesk has to offer with it. Here’s a roundup of resources to help you, whether you’re just dipping your toe into the world of AI or you’re an artificial intelligence master! 🤖     Customer Success on demand Videos this month can be found here and cover the following topics: 

Hi! I'm looking for some advice on how best to set up business schedule rules that represent our 'follow the sun' coverage approach, while reflecting the business hours that match our clients in their various locations around the world. Our customer experience team is split over 5 geographies - UK, PT, IL, USA & AUS. With this, we have near 24 hour coverage 5 days a week, and 9 hours covered on a Sunday (IL schedule is Sunday - Thursday). Our clients are located all across the globe, so we want our SLA's to match their business hours. We'd assign 'GMT -12' through to 'GMT +12' to each company, so that we could have their business hours start at 9am and end 6pm at their local time. My question here though is this: how do we correctly represent the coverage of our agents in their local geographies? If there is a public holiday in the USA that would mean we had no coverage, how are we able to stop the SLA for this period, etc. Does anyone have a s

Hi Community, I know multi-placement for articles is not possible at the moment, so I wanted to see what other users are doing. I'm creating content for a new feature that has some feature-specific content, but another part of the content is the same as the previous version, so in this case, the multi-placement would be very helpful. I don't believe simply duplicating the content would be the best option, but I would like to hear from you what you have done in this kind of case. Thanks! :)   

I have internal users that submit manual Zendesk tickets on behalf of external users (they are active Organizations) but when created the organization and the requester is of the local person. So on the Salesforce app side no data shows up. I added a custom field Account Name that sync the organization to the account. When the name of the organization is added I am expecting the Salesforce configuration app to now show data of the external customer not the internal customer that manually created the account. How can this happen? How do you change the organization of who the ticket is for?