What's your 2015 New Year's resolution (in Zendesk)?

47 Comments

  • Jason Littrell
    Comment actions Permalink

    So many things:

    • simplify our international team's setup by making full use of dynamic content
    • implement automatic ticket creation via the API for cases generated by our software
    • build out our help center and work on ticket deflection
    • learn to use Insights to create better reports
    • enable voice integration so that we can centralize notes for client calls
    • attend more training sessions at Zendesk's awesome San Francisco office
    0
  • Carly Britton
    Comment actions Permalink

    My new years Zendesk resolution is to make better use of Macros. I have already made a start by watching help videos in the community :)

    0
  • AdamFronteras
    Comment actions Permalink

    Well my  new year's   resolution is

    1 to get the spoke/hub system sorted with the new release 

    2 To see if more can be done with the help centre

    3 Finally to look at some gamification options 

    0
  • Alex DiFabio
    Comment actions Permalink

    Utilize the Zendesk API to create better reporting for our account managers.

    0
  • Rachel Walberg
    Comment actions Permalink

    We also have a few: 

    • Start documenting all of our customer contacts (including calls)
    • Zendesk Help Center! Including SSO!
    0
  • Chris Thomas
    Comment actions Permalink

    My new years resolution is to implement embeddables great little feature.

    0
  • Michael
    Comment actions Permalink

    Our new years resolution was launching Zendesk and Zopim and we did this on January 5th!!! Next Steps - Look into phone integration options, learn more about Insights and develop our Help Center.  :o)

    -1
  • Chetan Sholanki
    Comment actions Permalink

    Our goal is to increase the efficiency of our agents in servicing our clients in a timely manner, within set SLA's.

    We'll achieve this by using the SLA triggers, automation on ticket follow ups and insights to view agent efficiencies.

    0
  • Dan Hollands
    Comment actions Permalink

    Backlog, backlog, backlog...we have more agents, more customers, more tickets. I need to make better use of automations, triggers and the app store to assist me with this!

    0
  • Andrey Maklakov
    Comment actions Permalink

    We need more functionality and flexibility for the Help Center. Ratings, votings, More standard templates, better customer experience.

    0
  • Karl
    Comment actions Permalink

    I plan to make better use of the Help centre as well as providing information to our customers. Also I plan to make it a little simpler to submit a ticket to the right section and provide all the information necessary to resolve the issue in one response rather than several.

    I have taken up a course on HTML, CSS and Javascript basics to customise the helpcenter as well as making use of the ticket forms and conditional fields.

     

     

     

    0
  • MichaelL.Parmley
    Comment actions Permalink

    I plan on doing several things this year.  The first is to create a new improved "New sales turn up" flow using triggers to move customers from department to department via a single Zendesk ticket based up looking for tags created by filling custom field checkboxes to replace our older outdated one. 

    Secondly, I want to start using the ticket views so we will have different ticket fields show up based upon the type of tickets.  One for support tickets, a different one for new sales turn ups and number porting and so on. 

    Lastly I want to improve the tickets we pull via API for customers and agents to see in our agent and member portals by utilizing a combination of views and incremental API calls to be less of a hit on Zendesk and still keep our copies of the ticket headings up to date.

    0
  • Morgan
    Comment actions Permalink

    Our goal is to customize and roll out the new Help Center, so our users can find information easily and have a better support experience overall.

    0
  • Malou Lassen
    Comment actions Permalink

    I want to get onboard the NPS and satisfaction integrations in Zendesk, to measure customer satisfaction and get valuable 1-1 feedback to my team members. And we will take our Help Center to the next level :)

    0
  • Suzana Bueno
    Comment actions Permalink

    My new year's resolution is to use the Zendesk embeddables SDK to have our Help Center in a native screen inside our apps instead of using an ugly Web View.

    0
  • Susan Gilbert
    Comment actions Permalink

    I have developed some reports to share with my team/company weekly to display metrics along with goals we are striving for. This will help us become more efficient and also better sharpen my skills in Zendesk. 

     

    I also plan on attending the Zendesk webinars as I know there is a lot more I can be doing in Zendesk to benefit my team, myself, my company and most importantly, our clients. 

    0
  • João Barbosa
    Comment actions Permalink

    My Goal this year is making a full integration with Zendesk and SAGE CRM, on real time, to start using telephone record in Zendesk, making also the integration with our Call Manager from Cisco.

    He since the beginning we use Organization Creation in Zendesk from Our CRM and User Update, because the single-sign-on, but we need to change the process.

     

    0

Please sign in to leave a comment.

Powered by Zendesk