Teams | Collaboration | Customer Service | Project Management

At Zendesk Showcase London, Geckoboard CEO Tom Randle sat down with Chris Brogan, VP of Customer and Risk Operations at Token.io, for an eye-opening conversation about transforming support from a reactive function into a strategic powerhouse. The problem Chris solved:"I was the gatekeeper of data where I was getting a lot of requests from senior management... what's happening with tickets? What's going on with the customer journey?".

The pending status might be Zendesk's most underrated feature. Most support teams ignore it, but it can transform how your team manages tickets and protects your SLA performance. In this video, Jude explains exactly when to use pending status and how to set it up properly for maximum impact. What you'll learn: When to use pending vs keeping tickets open How pending status keeps agent views focused on actionable work Why tickets automatically reopen when customers respond How pending status pauses SLA timers (protecting your targets) Setup tips for views and follow-up automation.

Tired of waiting weeks for Zendesk to approve custom ticket sorting? This game-changing feature lets you create your own auto-triage rules in real-time! In this quick tutorial, Jude reveals how Zendesk's custom intents feature can revolutionize your customer service workflow. Whether you're running a charity, e-commerce store, or any unique business, you can now automatically categorize and route tickets exactly how YOU need them - not just how Zendesk thinks you should.