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Matthew Latkiewicz

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Latest activity by Matthew Latkiewicz
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    Matthew Latkiewicz created an article,

    Use Problem and Incidents to Organize and Speed Up Your Support

    Not all tickets are the same - your customers have different reasons for getting in touch with you. As such, not all Zendesk Support tickets work the same way. A ticket can be one of four types: a ...

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    Matthew Latkiewicz created an article,

    Use automations to send alerts when a ticket needs a reply

    The keys to outstanding customer support are simple to understand, but as anyone who's handled customer issues can tell you, they can be difficult to execute. Answering one customer e...

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    Matthew Latkiewicz created an article,

    Organize incoming tickets with multiple email addresses

    Two important aspects of building your support workflow are collecting and processing your incoming tickets. You want to make it easy for your customers to contact you, but you also need an eas...

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    Matthew Latkiewicz created an article,

    Open vs. pending and on-hold tickets and why you should care

    One of the major benefits to using an online customer support software to handle your customer interactions is that unlike an email inbox, the interactions in a ticketing system have a defin...

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    Matthew Latkiewicz created an article,

    Automations vs. Triggers - When To Use What

    The differences between automations and triggers highlight two different aspects of your support workflow: time and action. You want to have a clear understanding of when you should use an a...