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Your Help Centre is doing more work than you think. It's not just a place customers land when they're stuck. It's feeding your AI agent, shaping your self-service rate, and either reducing or adding to your ticket volume every single day. Getting it right
Zendesk Triggers: How to Keep Things Clean Before They Turn Into Chaos Triggers are one of the foundational tools in Zendesk for taking action on a ticket based on activity. They let you notify a user, update a field, set a task, kick off a workflow, and plenty more. They&
Zendesk Best Practice
TLDR: * Keep views lean. Two to five active views per agent is the sweet spot, anything more and agents spend more time deciding where to work than actually working. * One primary queue per agent. Whether that's group-based or personal depends on how your team assigns tickets, but the
Hi, I'm Hamish Lang. I've spent a good chunk of my career in and around customer experience, first leading CX at a startup (where you quickly learn that nothing works quite the way the textbook says it does), and more recently consulting with businesses to help