Whether you work for a small startup with a few dozen tickets per day or a large corporation with monthly tickets in the millions, naming conventions are one of those Zendesk best practices that never fails to produce good results and save time. Let’s see a few examples of how to be more organized in Zendesk Support.Continue reading Zendesk naming conventions: best practices in Support
Zendesk Certification: is it worth it?
Zendesk has a whole suite of paid certifications. I recently bumped into folks asking this question, so here’s my two cents.Continue reading Zendesk Certification: is it worth it?
Zendesk: how to avoid notifying a customer of a specific update
Is it possible to prevent a ticket from sending an email notification to a customer, if it contains a specific expression or value? Yes, and we’ll need three Zendesk triggers to do this.Continue reading Zendesk: how to avoid notifying a customer of a specific update
Zendesk: triggers vs automations
One of the things that usually confuses people who are new to Zendesk is the difference between a trigger and an automation.
These two business rules seem to do the same, but they’re actually quite different. What are the main differences between them?Continue reading Zendesk: triggers vs automations