Agent tips

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Who you gonna call? Your dedicated Advocacy Relationship Manager Article

Who you gonna call? Your dedicated Advocacy Relationship Manager

Meet Mark, an advocacy relationship manager for Zendesk based in Manila. We talked to Mark to…

Happy agents provide the best customer experiences Article

Happy agents provide the best customer experiences

When a customer reaches out to an agent for support, it’s probably because they were unable…

Tip of the week: Markdown embedded images Article

Tip of the week: Markdown embedded images

If you aren't yet using a rich text editor in your Zendesk but you still want…

How customer service agents can think like memory athletes Article

How customer service agents can think like memory athletes

In customer service, agents are frequently tasked with memorizing hundreds of macros, tags, or other shorthand…

Tips for practicing customer empathy Article

Tips for practicing customer empathy

Meet Aurash, Support Operations Manager on the Zendesk Global Customer Advocacy team. Though his current role…

Customer service starter pack: five resources for managing a stellar support team Article

Customer service starter pack: five resources for managing a stellar support team

Managing a customer service team isn't easy. Get a head start with these five resources from…

Community Tip: Connect Zendesk with multiple project boards in MeisterTask Article

Community Tip: Connect Zendesk with multiple project boards in MeisterTask

Using the MeisterTask integration you can connect your Zendesk account with a project board in MeisterTask…

Play nicely in the ticket queue using the Play button or Guided mode Article

Play nicely in the ticket queue using the Play button or Guided mode

Optimizing ticket workflow is top of mind for any customer service manager and becomes especially important…

Cheers to a job well done: Why peer recognition matters Article

Cheers to a job well done: Why peer recognition matters

Meet Ramona—or Rami, as she’s more frequently known. Born in Germany, and raised in Galicia, Spain,…

How Tango benefited from hiring a remote customer service team Article

How Tango benefited from hiring a remote customer service team

When Tango, a leading mobile messaging app, experienced a high-growth period, they were adding hundreds of…

Tip of the week: Use the 3 Rs to identify when and how to say “No” in customer service Article

Tip of the week: Use the 3 Rs to identify when and how to say “No” in customer service

In this Zendesk tip of the week, we cover times when "No" is the right answer…

Why every support team needs a data analyst Article

Why every support team needs a data analyst

Meet Sarah, Senior Data Analyst on Zendesk’s Global Customer Advocacy team, who shares how she made…

Community Tip: Show customer love by sending a personal follow up Article

Community Tip: Show customer love by sending a personal follow up

This Zendesk Community Tip from Magoosh explains an easy way to remember to follow up with…

Bookworms make the best customer service agents Article

Bookworms make the best customer service agents

Finding and hiring great customer service agents is hard. Over three years ago, in a post…

A day in the life of a Zendesk advocate Article

A day in the life of a Zendesk advocate

As a designer, I am somewhat removed form our customers. Thankfully, the Zendesk support team let…

Shadowing: A day in the life of a Tier 1 advocate Article

Shadowing: A day in the life of a Tier 1 advocate

Meet Rodney, our Tier 1 team lead at Zendesk’s headquarters in San Francisco. After earning his…

Tier 1: The most difficult level of support? Article

Tier 1: The most difficult level of support?

Meet Arthur, team lead for Zendesk’s Tier 1 support in APAC. Based in Manila, where he…

Community Tip: Create automated public follow-up for tickets in a Pending state Article

Community Tip: Create automated public follow-up for tickets in a Pending state

There is now a way to create an automated public follow-up for tickets in a Pending…

How to build great internal partnerships (hint: a stick is involved) Article

How to build great internal partnerships (hint: a stick is involved)

Meet Abel. A support engineer in our Dublin, Ireland office, Abel has made himself known to…

Tip of the Week: Tracking ticket origination from Help Center Article

Tip of the Week: Tracking ticket origination from Help Center

Have you ever looked at your reporting dashboard and wished you could see the exact tickets…