customer service • pedrosaurus

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.

Apoio a cliente (assim também eu)

Em geral não tenho queixas do serviço online da Autoridade Tributária (“AT”) mas esta resposta que obtive é mais um exemplo de como a comunicação com o utilizador poderia ter sido melhor.

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.

The “dark box”: a simple analogy to understand Zendesk Views

Whether it’s Zendesk or another help desk software that includes this kind of feature, a View is basically a filter you set up to present tickets that obey to specific criteria.

This explanation isn’t always clear to many people starting with Zendesk, though, so here’s an analogy that usually gets this one out of the way when providing training.