Teams | Collaboration | Customer Service | Project Management

August 2018

Will your support team work from a central location or virtually?

If you find yourself in the position of needing to expand your support team, one important factor will be whether you want your agents to work from a central location or a dispersed workforce. Both options will have pluses and minuses, so there’s no answer that will apply to everyone. Rather, it depends on the specifics of your organization: Do you need to provide 24/7 support? Do you anticipate random spikes in support request volume?

6 Keys to ticket escalation

Not all tickets were created equally. Some are easier to solve than other. Others may indicate the presence of larger issues or originate from repeat customers. Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents. Here are six things to keep in mind to ensure escalation management is handled properly and results in happier customers and improved operational efficiencies.

Zendesk Launches Discord Integration Enabling Seamless Customer Support Within World's Largest Gaming Community

SINGAPORE – August 14, 2018 – Zendesk, Inc. (NYSE: ZEN) today announced an integration with Discord that makes it easier for game developers and publishers to solve customer service issues directly in Discord without interrupting game time.

Zendesk Launches Integration with WhatsApp Business Solution

SAN FRANCISCO — August 01, 2018 — Zendesk, Inc. (NYSE: ZEN) today announced an integration with WhatsApp that allows businesses to manage customer service interactions and engage with customers directly on WhatsApp. The integration connects conversations between businesses and their customers on WhatsApp within Zendesk.