Agent tips

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S*** Support Agents Say Article

S*** Support Agents Say

We know, we know: the S**** People Say meme is on its last leg. Who can…

Tip Of The Week: Understanding Trigger Conditions Article

Tip Of The Week: Understanding Trigger Conditions

There are two types of conditions available in Zendesk – all conditions and any conditions –…

Tip of the Week: Saving Time with Mail API Commands Article

Tip of the Week: Saving Time with Mail API Commands

My, how times have changed! We’ve updated our Mail API a lot since this was posted.…

Tip of the Week: Automatic Ticket Tagging Article

Tip of the Week: Automatic Ticket Tagging

Tags are one of the most powerful tools in Zendesk. With them you can load your…

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Tip of the Week: How to Avoid Agent Collision

You’ve probably seen this scenario before. You’re working on a ticket, selecting the relevant fields, making…

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Tip of the Week: Email Support for Two Different Products

It is a common scenario for one company to produce more than one product – a…

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Tip of the Week: Escalating Your Tickets With Groups

Please visit this article for the most up to date version of this tip: Escalating Your…

Setup auto-responses to common questions with triggers Article

Setup auto-responses to common questions with triggers

One of the keys to streamlining your customer support is responding appropriately to tickets as they…