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Customer service best practices and recipes

Zendesk Support recipes reference

You can use our recipes to enhance your support. This article contains a reference list for all of our recipes. Workf...

Edited Feb 19, 2025

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Zendesk Support best practices docs

This article contains a reference list for all of our best practices documentation. Workflows Best practices to prep...

Edited Mar 11, 2025

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Best practices for boosting agent productivity with AI features

What's my plan? Add-on Copilot You must have the Copilot add-on to use the features...

Edited Mar 05, 2025

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Recipe: Using Liquid markup to set agent signatures

What's my plan? Suite Any plan Support Any plan Signatures are an easy way to make the repli...

Edited Mar 19, 2025

6 votes  ·  15 comments

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Best practices for using Zendesk AI in your industry

What's my plan? Add-on Copilot You must have the Copilot add-on to use some of the features described in th...

Edited Mar 14, 2025

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Delivering great customer service with Zendesk

Customer service can significantly contribute to your business's success or failure. If you’re using ...

Edited Jan 16, 2024

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Boosting team productivity

What's my plan? Suite Any plan As a Zendesk admin, it's your job to ensure the success of your custome...

Edited Mar 19, 2025

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Planning agent staffing for Zendesk Suite

What's my plan? Suite Any plan When first launching your Zendesk, it’s important to take into accoun...

Edited Mar 19, 2025

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Best practices to prepare for a busy season

What's my plan? Suite Any plan Support Any plan This article contains some best practi...

Edited Mar 19, 2025

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Configuring a follow-the-sun global support model

If your customers span the globe, so can the support your provide to them. This means operating in the time zones and...

Edited Jan 15, 2025

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Recipe: Setting up Zendesk Support for gaming

What's my plan? Suite Any plan Support Any plan At Zendesk we have a lot of customers who us...

Edited Mar 19, 2025

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Continuing effective customer support during a pandemic or natural disaster

What's my plan? Suite Any plan Support Any plan Due to natural disasters or other disruptive ...

Edited Mar 19, 2025

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Fine tuning series discussions

Fine tuning articles give you tips, tricks, and best practices that can help you get the most from your Zendesk insta...

Edited Jan 23, 2025

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Fine Tuning: Best Practices for Ticket Deflection

This Fine Tuning discussion focuses on best practices for ticket deflection, including: Promoting self-help through ...

Edited Aug 11, 2022

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Fine Tuning: What to consider when going live with Zendesk Support

This Fine Tuning is about going live with Zendesk Support, including: Developing a custom communication plan for a s...

Edited Oct 26, 2023

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Fine Tuning: Succeeding with SLAs — why, when, and how!

This Fine Tuning session is all about SLAs (aka Service Level Agreements). We'll cover: Part 1: What is an SLA? Par...

Edited Oct 18, 2023

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Fine Tuning: How to piece together your ideal Zendesk

This Fine Tuning session is about how to build out your Zendesk instance piece by piece, including: Groups and role...

Edited Oct 18, 2023

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Recipe for the customer-centric company: Gather customer info for every support request

What's my plan? Suite Growth, Professional, Enterprise, or Enterprise Plus Support Enterprise ...

Edited Mar 19, 2025

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Recipe for the customer-centric company: Collect customer insights and act on them

What's my plan? Suite Any plan Support Any plan You can optimize how you support your custom...

Edited Mar 19, 2025

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Recipe: Setting up basic request ticket forms (Software example)

What's my plan? Suite Enterprise or Enterprise Plus Support Enterprise Overview This recipe...

Edited Mar 19, 2025

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Best practices for setting up your account to get the most out of Agent Home

What's my plan? Suite Any plan Support Any plan Agent Home is an updated way for agents to fi...

Edited Mar 19, 2025

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Support recipe: Creating a view to replicate the legacy agent dashboard

What's my plan? Suite Any plan Support Any plan Quick Look: Admin Center > Workspaces > Age...

Edited Mar 19, 2025

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Support recipe: Creating a view to show CSAT ratings without the legacy agent dashboard

What's my plan? Suite Any plan Support Any plan Quick Look: Admin Center > Workspaces > Age...

Edited Mar 19, 2025

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Tips for lowering first reply time

There's a lot to pay attention to when looking at your ticket stats, but first reply time (FRT) is high up there, as...

Edited Jan 15, 2025

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Tips for improving your customer satisfaction ratings

Customer satisfaction rating (CSAT) is a critical measure of the work your support team does. It's a good way to meas...

Edited Jan 15, 2025

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Recipe: Using an About field to identify common issues

It's probably no surprise that the Zendesk Customer Support team has a fairly big and built-out instance of Zendesk. ...

Edited Jan 15, 2025

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Using a 'Resolution' field to track how tickets are solved

This article details a custom ticket field we use at Zendesk called the Resolution field. Where Zendesk Customer Supp...

Edited Jan 15, 2025

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Best practices for creating custom layouts

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support Professional or Enterpris...

Edited Mar 19, 2025

1 vote  ·  0 comments

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