I just recently learned about using Problems and Incidents in Zendesk and I can't believe I didn't know about this before.

One of the benefits of Zendesk is the way you can set up various business rules to automate your support process and make sure that nothing falls through the cracks. Triggers and Automations are the tools that you use to make all of this automation happen.

Use ScreenSteps to author your Zendesk articles that need lots of screenshots.

Today we are going to talk about Zendesk Help Center viewing permissions. Some companies want to have all of their knowledge base and community (or user forum) content public for everyone. But some companies want to have a bit more control over who can see what.

The default Zendesk interface lets you add either a public or a private comment to a ticket. But there are many times that I find I want to add both. I want to respond to the customer, but also add a private note for future reference.

Markdown is a simple way to add formatting to your Zendesk tickets. It allows you to add the following formatting to your tickets:

Zendesk has always given you a lot of options for customizing your knowledge base site. In the old version of the Zendesk knowledge base this was done by adding "Extensions". These extensions could be javascript widgets, html snippets, CSS widgets, or integrations with other applications.

In this article we are going to talk about a few javascript/css tricks you can use in the Zendesk Help Center. We had a situation where we want to display some quick navigation links along the top of the help center for ScreenSteps/Zendesk integration, but we only wanted to display these links if the current user was a Zendesk agent or admin.

We have hooked up our error submission in our desktop applications (ScreenSteps and Clarify) so that when a user submits an error report it creates a ticket in Zendesk. 

During the summer months, especially during August, a lot of agents go on vacation. What happens if an agent is on vacation and a customer responds to a pending ticket? The agent will get notified but since they are on vacation they won't be responding.

Keyboard shortcuts can really speed things up when responding to tickets and Zendesk has a few that you should be using.