Blog
If someone on your team is looking to move on from your Support team, how do you prepare for this?
If someone on your team is looking for a lateral move. Let’s say, they would like to move from your Support team into the Marketing team.
What would your first reaction be? How do you prepare for these situations? Would you be in a position where you could encourage them to make that transition or introduce to folks in that team, if needed?
Storing Tier 2 rep name in addition to the Assignee
Is it really not possible to create new "User" fields on a Ticket? eg. I want to store a Tier2 rep's name/email etc. in addition to the Assignee so I can report on both?
Zendesk Talk vs. Talkdesk, Aircall, etc.
Has anyone been using Zendesk Talk vs. Talkdesk, Aircall, etc.? We’re considering it since we’re already using ZD and have issues with Aircall.
Omnichannel Routing in Zendesk
Anybody using the Omnichannel Routing beta yet? Curious how it’s working for people in curbing cherry picking.
Solution for “cherry picking”
Curious if anyone has come up with a good solution for cherry picking.
How did you know or discover that you wanted to build a career in Support?
How did you know or discover that you wanted to build a career in Support? What sparked your interest to work in Customer Support? Was there anyone or any event in your career that led you towards that path?
Support Driven Expo 2022 - Call for Proposals
SD Expo brings the Support Driven community together to share how Customer Support really gets done so we can learn from each other and move the industry forward.
Recommendations - Survey Tools for Zendesk
Which 3rd party vendors do you use and/or recommend for ticket-related surveys (CSAT, NPS, CES, other)?
What are the best places to look for SaaS support jobs?
I am wondering if anyone has any suggestions for the best places to look for SaaS customer support jobs. I currently check LinkedIn and jobs.google but unsure if I am missing out on some opportunities by not looking on the best sites!
How can I add the account manager as a follower?
How can I make a generic trigger that adds the account manager as a follower on all tickets for an org?
How Can I Highlight My Leadership Skills When I Don’t Have Direct Experience as a People Manager?
How Can I Highlight My Leadership Skills When I Don’t Have Direct Experience as a People Manager?
Support Driven Leadership Summit Portland 2022- Call for Proposals
Do you find that you spend social gatherings regaling your friends with your theories of leadership? When you made your list of New Year’s resolutions, was one of them to speak at a conference about leadership? When you talk in your sleep, is it mostly to say, “I’m the captain now?” Whether the answer to any of these questions is yes or even a hesitant and/or confused “...maybe?” we’d like you to know that we’re accepting proposals for the long-delayed and long-awaited Support Driven Leadership Summit, taking place on June 6 and 7, 2022, in Portland, Oregon!