Route tickets to groups based on the support address
Learn how to automatically direct incoming support tickets to your groups based on the support email address.
Teams | Collaboration | Customer Service | Project Management
Collaborating To Help Teams Work Better In The Modern Workplace
Route tickets to groups based on the support address
Learn how to automatically direct incoming support tickets to your groups based on the support email address.
Who is the account owner?
Learn how to locate and identify your Zendesk account owner from the Admin center. Timestamp: Where can I ask questions?
Zendesk WFM: Initial setup and defining agent work
Join Quincy from Zendesk as he walks you through the essentials of setting up Workforce Management. In this first session, learn how to configure admin settings, manage teams and roles, define agent activities, and organize work streams for better forecasting and scheduling. Perfect for admins getting started with Zendesk WFM. Zendesk makes customer service better. We build software to meet customer needs, set your team up for success, and keep your business in sync.
The Black Hole of Customer Feedback: Why Bug Reports Die
You’ve probably seen it happen. A customer reports a frustrating glitch. A support agent carefully documents the issue, screenshots and all, and tags the ticket as a “Bug.” They send it off to the development team with a sigh of relief, telling the customer, “I’ve passed this to our engineering team. They’re looking into it! Then… silence. The ticket sits in for weeks and the support agent has no idea if the bug is being worked on.
AI in Live Chat Software: How it is Being Used Today
There isn’t any getting around it, AI is being used in many aspects of modern life. It has opened up possibilities that simply didn’t exist before, and that is very exciting for users and creators alike. One of the ways that it has emerged is in live chat software.
How Customer Intelligence Transforms B2B Support Teams Into Strategic Revenue Partners
In today’s B2B SaaS environment, support teams are no longer viewed as reactive fixers of customer problems. Increasingly, they are becoming strategic partners that influence renewals, expansion, and long-term customer relationships. But this shift is only possible through one powerful enabler: customer intelligence. Customer intelligence gives support teams real-time visibility into customer behavior, sentiment, and engagement.
2025: Year End Recap
As 2025 comes to an end, it’s time to reflect on everything you’ve achieved this year. Here at OneDesk our mission is always to make your work life simpler and more productive. We’ve been hard at work, rolling out updates and new features designed to enhance your experience and empower your teams to achieve more. This year-end recap highlights some of the most impactful updates that have made OneDesk more powerful and user-friendly.
10 Best Microsoft Copilot Alternatives in 2026
Microsoft Copilot brought generative AI into everyday work by embedding assistance across Microsoft 365 apps. It positioned AI as a productivity layer for writing, summarizing, and searching—especially for organizations already locked into the Microsoft ecosystem. However, even Satya Nadella has openly acknowledged that early Copilot adoption has shown AI alone does not automatically translate into business outcomes.
Why Customer Intelligence Is the New Competitive Advantage in SaaS B2B Support
B2B SaaS companies operate in increasingly complex environments—customer expectations rise faster than most support teams can adapt. As products expand, user roles multiply, and enterprise accounts grow more sophisticated, the fundamental challenge becomes delivering consistent, proactive, high-quality support at scale. This is where customer intelligence has emerged as a transformative capability.