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?

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.

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.

If you’ve followed Marisa’s journey with Frozen Outdoor, as well as how—and why—the company implemented omnichannel customer service, then you might be wondering: what’s it like for agents on the front lines?

We’re excited to announce the launch of our integration with WhatsApp Business Solution. WhatsApp is a simple, reliable, and private way to talk to anyone in the world and lets people stay in touch with friends, family and businesses–anytime, anywhere.

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.

SAN FRANCISCO–(BUSINESS WIRE)– Zendesk, Inc. (NYSE: ZEN) today reported financial results for the fiscal quarter ended June 30, 2018, and released a Shareholder Letter on its investor relations website at https://investor.zendesk.com. All results and guidance are based on the revenue recognition standard ASC 606.

We’re closing out July with some great new apps.

A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case. At this time, chatbots are most useful for solving the repetitive interactions that humans don’t need to spend time on—which allows humans to focus on the high priority case drivers where they’re needed most. There’s a time and place to offer support with a chatbot versus a human.