The leaky roof problem
Your support queue is full of product feedback nobody is reading. This article makes the case for turning contact volume into cross-functional business intelligence, and how to actually do it.
Zendesk Best Practice: Knowledge
Zendesk Knowledge Best Practice: Top Tips for an Awesome Help Centre Your Help Centre feeds your AI agent, shapes your self-service rate, and either reduces or adds to your ticket volume every day. Practical tips for a cleaner, more effective Zendesk Knowledge setup.
Zendesk Best Practice: Triggers
Zendesk Triggers: How to Keep Things Clean Before They Turn Into Chaos Triggers are powerful and easy to get wrong. Practical best practices for keeping your Zendesk trigger configuration clean, organised, and manageable as your instance grows.
Zendesk Best Practice: Views
Zendesk Views: Keep It Lean Zendesk Views are simple until they're not. Learn how to structure your Views for cleaner queues, fewer missed tickets, and agents who actually know where to work.
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About CX Tapes Honest takes on Zendesk, CX strategy, leadership, and AI in support. Written by someone who stays close to the work, not above it.