Guides for People Who Run Support
Written by people who spend all day inside support queues. No listicles, no filler, no gated PDFs.
Latest guides
Zendesk Triggers vs Automations
Triggers fire on events, automations fire on time. The practical difference, when to use each, and the classic mistakes that cause notification loops.
Read moreZendesk Macros
What Zendesk macros do, how they differ from triggers, how to structure a macro library your agents actually use, and when a macro is the wrong answer.
Read moreHow to Export Tickets from Zendesk
Every way to export Zendesk tickets: views, the export tool, Explore and the API, with the limits of each and how to handle a large export cleanly.
Read moreZendesk SLA Policies
How Zendesk SLA policies work, which targets to set, how business hours and pauses affect the clock, and why duplicates quietly distort SLA reporting.
Read moreThe Zendesk API
What the Zendesk API can do, how authentication and rate limits work, which endpoints matter for tickets, and what you can't automate with it.
Read moreZendesk Suspended Tickets
Why Zendesk suspends tickets, how to review the suspended queue without losing real customers, and which suspension causes are worth fixing at the source.
Read moreFreshdesk Automations
How the three Freshdesk automation rule types work, which ones to build first, and the limits you hit when a rule needs to look at two tickets.
Read moreFreshdesk Canned Responses That Do Not Sound Canned
How to build a Freshdesk canned response library agents actually use, how to keep replies personal, and when a canned response is the wrong tool.
Read moreWhat Is a Ticketing System? A Plain Guide
What a ticketing system does, how it differs from a shared inbox, what a ticket contains, and how to know when your team has outgrown email.
Read moreHelp Desk vs Service Desk
Help desk or service desk, what actually separates them, which one your team needs, and why buying the wrong one shows up as a workflow you cannot build.
Read moreHow to Reduce Support Ticket Volume (Honestly)
Seven ways to reduce support ticket volume, ranked by how long each takes to pay off, starting with the one most teams have never measured.
Read moreDuplicate Tickets
A complete guide to duplicate support tickets: what causes them, what they cost, how to measure your rate, and the four ways teams deal with them.
Read moreFirst Response Time
How to measure first response time properly, what target to set, how business hours change the number, and the duplicate tickets it quietly creates.
Read moreHubSpot Ticket Pipelines
How HubSpot ticket pipelines and statuses work, how many pipelines you should have, and how duplicate contacts split your ticket history.
Read moreSupport Metrics That Actually Matter
The handful of support metrics worth reporting, the ones that mislead, and how duplicate tickets distort almost every number on your dashboard.
Read moreThe thread running through all of it
A slice of every support queue is the same request twice. Ticket Merger removes it.
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