Entries by Davide Troise

What to watch out for before running a Multilingual Help Desk

You are ready: you have all the content ready in your language, you learnt how to create dynamic content* in Zendesk, and you are looking forward to using your first placeholder – regardless of the language your customers speak.  But before you dive in, let’s make sure you don’t make any of these common mistakes.

Are 12 Views enough? Well, if they are not, your Zendesk isn’t set up correctly

Views are the primary way of managing tickets in Zendesk. Tickets are displayed in a view according to the agent’s ticket privileges, so agents only see the ticket that they are permitted to reply to. Since different views can be set available for different agents, 12 views should always suffice. The agent’s job is to answer tickets, but you cannot […]