Community tips and best practices

Problem: Need an automated way to follow-up publicly with clients on tickets in a Pending state for more than 'x' hours, and subsequently follow-up with them Solving their tickets if no response is received after 'y' hours.  Doing so will enable a Support team to focus on New tickets as well as ones in an Open state knowing that ones pending clients will be followed up upon automatically and Solved if no response is received. Solution: Create a URL Target to be used in an Automation to make a public comment that's visible to clients. Implementation: 1. Check your API Settings: - Go to Settings > API and copy your username as listed under "Token Access" (e.g. email@somedomain.com) and your "Active API token". Note that this example applies to when "Token Access" and "Password Access" is enabled.  You may

I'm going to share what NOT to do -- assuming you are a company like ours.  I am in the IT department and we have about 15 techs, 10 of which are "front line" Help deskers as we call ourselves.  We answer the phones and field emails for our 5,000+ healthcare professionals (internal employees).  Some of us have strengths in various areas but we all are trained to do almost everything. I made two mistakes with groups: I created too many groups.  If you are like us, you probably don't need 7 groups for 15 people. It makes assigning tickets to agents more time-consuming than necessary.This sounds like a small thing but since everyone was in about 5 groups, there was also a lot of overlap in the group membership and it was very confusing. I'd recommend having your agents in a maximum of two groups, and only in one if at all possible. That way, when you type their name to assign a ticket to them, they only show up on

Zendesk’s  Satisfaction feature allows customers to rate individual tickets after they have been solved. By default, the satisfaction email is sent by an automation. If you have customers that send a high volume of tickets, this additional email may be distracting. This article shows how customers can self service to opt out of the satisfaction notice using an email link on the notice itself. Customers can still rate satisfaction and comment using the Web Portal or the Help Centre. Create a User Field to Store Settings Under Manage>User Fields, create a new custom checkbox to hold whether a customer has opted out of surveys. 

Views are the primary way of managing tickets in Zendesk. The tickets displayed in a view respect an agent's ticket privilege, so agents only see the ticket that they are authorised to process. When creating views, you should keep in mind the following. Shared views Shared views are visible to all agents or all agents in a group. Before making a view shared, you should ensure that it is relevant to all the agents. The number of shared views listed in the sidebar is limited to a maximum of 12. To see more views, the agent must go to the Manage View screen- click 'More' at the bottom of the views list. Adding more shared views cause agents to miss important information and may clutter their screen. For example, if you create a view that includes a condition based

My name is Ben Lucier and I've been a Zendesk customer for as long as I can remember. I wrote this article on my personal blog, and at the request of Zendesk, I thought I'd share it here too. I hope it makes your life easier.If you’re a new customer of Zendesk, you’ve probably noticed the bland default HTML template. The simple default is the best choice for those just starting out because it’s uncomplicated to read if you’ve got a basic understanding of HTML and inline CSS.I thought I’d share a template that I’ve been using for a while now that might be helpful if you’re looking to add your company logo, office hours, contact information and social media channels.First, let's take a look at what an email looks like with the Zendesk default template applied:The template is pretty darn drab, isn't it?When customers contact your company, they’re