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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 Dec 14, 2023

7 votes  ·  0 comments

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Zendesk Support best practices docs

24791041 This article contains a reference list for all of our best practices documentation. Workflows Best practice...

Edited Dec 14, 2023

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Best practices for boosting agent productivity with AI features

You must have the Advanced AI add-on to use the features described in this article. Zendesk o...

Edited Jan 28, 2025

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Recipe: Using Liquid markup to set agent signatures

What's my plan? Signatures are an easy way to make the replies sent by agents more personal. However, what happens...

Edited Jan 14, 2025

6 votes  ·  15 comments

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Best practices for using Zendesk AI in your industry

What's my plan? You must have the Advanced AI add-on to use some of the features described in this article. No matte...

Edited Jun 21, 2024

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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? As a Zendesk admin, it's your job to ensure the success of your customer support team. In ...

Edited Jul 11, 2024

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Planning agent staffing for Zendesk Suite

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

Edited Jun 21, 2024

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Best practices to prepare for a busy season

What's my plan? This article contains some best practices to help you improve your customers’ experience dur...

Edited Jun 21, 2024

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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? At Zendesk we have a lot of customers who use Zendesk for gamer support, and we work closely ...

Edited Jun 21, 2024

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Continuing effective customer support during a pandemic or natural disaster

Due to natural disasters or other disruptive local or regional events, you might need to alter how yo...

Edited Feb 03, 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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Cookbook for the customer-centric company

We often hear about the importance of customer service and all the reasons that contribute to a good customer experi...

Edited Mar 18, 2022

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

What's my plan? This is recipe 3 of 3 in our Cookbook for the customer-centric company. Featured ingredient: ticket...

Edited Jun 21, 2024

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Recipe for the customer-centric company: Create meaningful views of your customers

What's my plan? This is recipe 2 of 3 in our Cookbook for the customer-centric company. Featured ingredient: Custom...

Edited Jun 21, 2024

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

What's my plan? This is recipe 1 of 3 in our Cookbook for the customer-centric company. Featured ingredients: custo...

Edited Jun 21, 2024

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

What's my plan? Overview This recipe outlines a very basic set of ticket fields and forms designed for an B2C or ...

Edited Jun 21, 2024

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

What's my plan? Agent Home is an updated way for agents to find and manage work in Zendesk. This article describes ...

Edited Jun 21, 2024

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

What's my plan? Quick Look: Admin Center > Workspaces > Agent tools > Views If you upgrade your agents to Agent ...

Edited Jan 27, 2025

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

What's my plan? Quick Look: Admin Center > Workspaces > Agent tools > Views If you upgrade your agents to Agent ...

Edited Jun 21, 2024

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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? Enterprise plans can have multiple layouts active at the same time for different types of...

Edited Oct 09, 2024

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