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Improve remote support with a follow the sun model Article

Improve remote support with a follow the sun model

The sun never sets for businesses that rely on remote support, and global support, for customer…

Advocate Spotlight on Tier 3: Bringing a hive mentality to work Article

Advocate Spotlight on Tier 3: Bringing a hive mentality to work

Each month we shine a spotlight on a member of Zendesk’s Global Advocacy team to learn…

Which comes first, the customer or agent experience? Article

Which comes first, the customer or agent experience?

Does a satisfied customer create a satisfied employee? Does a satisfied employee create a satisfied customer?…

An unlikely advocate for Advocacy Article

An unlikely advocate for Advocacy

Meet Guillaume Deleeuw, Team Lead for Tier 2 Technical Support at Zendesk. Here he shares his…

Agile customer service drives revenue Article

Agile customer service drives revenue

Offering customers access to top-notch customer service teams is a box smart companies need to check,…

Sh*t support agents say Article

Sh*t support agents say

Everyone wants good customer support, but if you’re a support agent, listening to people’s problems 40…

Why new college grads should try a customer support career Article

Why new college grads should try a customer support career

Customer support agents gain a wide range of skills that can lead to big opportunities

Who you gonna call? Your dedicated Advocacy Relationship Manager Article

Who you gonna call? Your dedicated Advocacy Relationship Manager

Meet Mark, an advocacy relationship manager for Zendesk based in Manila. We talked to Mark to…

Tip of the week: Markdown embedded images Article

Tip of the week: Markdown embedded images

If you aren't yet using a rich text editor in your Zendesk but you still want…

Tips for practicing customer empathy Article

Tips for practicing customer empathy

Meet Aurash, Support Operations Manager on the Zendesk Global Customer Advocacy team. Though his current role…

Customer service starter pack: five resources for managing a stellar support team Article

Customer service starter pack: five resources for managing a stellar support team

Managing a customer service team isn't easy. Get a head start with these five resources from…

Play nicely in the ticket queue using the Play button or Guided mode Article

Play nicely in the ticket queue using the Play button or Guided mode

Optimizing ticket workflow is top of mind for any customer service manager and becomes especially important…

Cheers to a job well done: Why peer recognition matters Article

Cheers to a job well done: Why peer recognition matters

Meet Ramona—or Rami, as she’s more frequently known. Born in Germany, and raised in Galicia, Spain,…

Tip of the week: Use the 3 Rs to identify when and how to say “No” in customer service Article

Tip of the week: Use the 3 Rs to identify when and how to say “No” in customer service

In this Zendesk tip of the week, we cover times when "No" is the right answer…

Why every support team needs a data analyst Article

Why every support team needs a data analyst

Meet Sarah, Senior Data Analyst on Zendesk’s Global Customer Advocacy team, who shares how she made…

A day in the life of a Zendesk advocate Article

A day in the life of a Zendesk advocate

As a designer, I am somewhat removed form our customers. Thankfully, the Zendesk support team let…

Shadowing: A day in the life of a Tier 1 advocate Article

Shadowing: A day in the life of a Tier 1 advocate

Meet Rodney, our Tier 1 team lead at Zendesk’s headquarters in San Francisco. After earning his…

Tier 1: The most difficult level of support? Article

Tier 1: The most difficult level of support?

Meet Arthur, team lead for Zendesk’s Tier 1 support in APAC. Based in Manila, where he…

Community Tip: Create automated public follow-up for tickets in a Pending state Article

Community Tip: Create automated public follow-up for tickets in a Pending state

There is now a way to create an automated public follow-up for tickets in a Pending…

How to build great internal partnerships (hint: a stick is involved) Article

How to build great internal partnerships (hint: a stick is involved)

Meet Abel. A support engineer in our Dublin, Ireland office, Abel has made himself known to…