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In customer support, first touch is always important. But follow-up often gets underestimated when teams talk about what creates a strong customer experience. At small volumes, the processes around follow-up are trivial. The agent sends the key message, the customer replies, and the issue closes. At tens of thousands of tickets a month, that model…
Mark Sherwood · 7 Jul 2026
There’s a Reddit thread on r/callcentres that every support leader should read. An agent describes waking up on rollover day, the morning QA scores reset, excited and confident. They’d followed the call flow perfectly on every new booking call they knew would be reviewed. But QA pulled different calls. The ones where, by their own…
Neal Travis · 30 Jun 2026
Nearly every QA rubric in Customer Support has a criterion version of it: “agent demonstrated empathy”. Sometimes it gets a point scale. Sometimes a checkbox. Occasionally a grading guide that says something like “score 3 if the agent showed genuine care for the customer’s situation”, as if genuine is something that means the same every…
Ines van Dijk · 23 Jun 2026
One QA team described reading 8,000 to 9,000 tickets per month by hand, and then moving to AI that runs quality assurance on 100% of tickets, freeing those ten reviewers to do other work entirely. A huge improvement in coverage. That also quietly raises the stakes on a question most teams never actually settled: what…
Nouran Smogluk · 16 Jun 2026
There’s a version of the AI-in-Support conversation that goes like this: AI handles the simple stuff, humans handle the complex stuff, everyone wins. It’s a reasonable starting point. It’s also incomplete enough to produce some genuinely bad hiring decisions. The framing itself isn’t a problem. It’s that “complex” is doing too much work. When teams…
Ines van Dijk · 9 Jun 2026
Discover the four key signals that help support teams make smarter automation routing decisions and send every ticket to the right place.
Ines van Dijk · 2 Jun 2026
Turn agent CSAT into a useful signal. Discover how to interpret scores, spot patterns, and coach support teams without blame.
Neal Travis · 26 May 2026
Learn how AI is reshaping SLAs, response times, and support metrics so teams can balance speed, quality, and customer expectations.
Neal Travis · 19 May 2026
Build VoC reports that turn customer feedback into clear product insights, stronger priorities, and better product decisions.
Anne-Marie Traas · 12 May 2026
See what works and what breaks when using AI for customer support troubleshooting, with practical tips to improve resolution quality.
Thomas Hils · 5 May 2026
Manage Zendesk Help Center images at scale with practical best practices for naming, updates, organization, & long-term content consistency.
Larry Barker · 28 Apr 2026
Most teams I talk to think they’ve “done AI” once agents copilots, summaries, tagging, and documentation help are live. That is a great start, but that’s the baseline now. Not the destination. I’ve seen this a few times already: the first wave goes in and it genuinely helps, replies get faster, notes are cleaner, tagging…
Mark Sherwood · 21 Apr 2026
Claude Skills are reusable AI workflows that format your team’s processes — like tone guidelines, triage logic, escalation formats — into structured instructions that Claude applies the same way, every time. For Zendesk support teams, that means they’re a great opportunity to turn repetitive support tasks into consistent, high-quality outputs without rewriting AI prompts from…
Larry Barker · 14 Apr 2026
Stop manual ticket sorting with Swifteq’s Ticket Classification. Automatically categorize, tag, and route tickets faster in Zendesk.
Sorin Alupoaie · 7 Apr 2026
Bringing a new support rep onto your team has always been one of the most resource-intensive parts of running a customer support operation. You’re pulling senior agents away from their queues, handing over mountains of documentation, and hoping that somewhere between the shadowing sessions and the SOPs, the new hire finds their footing before the…
Eryn Chesney · 31 Mar 2026
