Mastering Zendesk

Key Features

• Deep dive into the functionalities of Zendesk and improve your organization’s customer services
• Learn how to expand the capabilities of Zendesk by integrating and extending it with third-party tools
• A master level guide that manages tickets, channels, and workflows along with advanced security features

Book Description

Zendesk is a cloud-based customer service solution that is widely used because it is easy, efficienct, flexible, and low cost. It is highly scalable and is great for organizations of all sizes. If you’re a Zendesk administrator and are looking to explore advanced-level concepts, then this book is for you.

It covers the core functionalities such as managing users, groups, and the organization, and creating and adding custom fields. You will learn how to add customized ticket channels to your account. Then, you will focus on customizing business rules and extending Zendesk with JIRA and Salesforce. Towards the end, the book emphasizes security and troubleshooting aspects as well as providing tips and tricks to create a more efficient support environment.

By the end of this book, you will be able to turn a basic Zendesk setup into a highly customized working environment.

What You Will Learn

• Customize ticket channels such as Email, Twitter, Facebook, and Web-Widget
• Add business rules to create a more effective and automated Zendesk environment
• Use Zendesk apps to add more functionality to the Zendesk setup
• Extend Zendesk with JIRA and Salesforce
• Create custom metrics within GoodData in order to set up customized and automated reports
• Learn how to secure and troubleshoot Zendesk

About the Author

Cedric F. Jacob, before starting his own business as a customer service consultant, writer, and Zendesk admin for international companies, began his career as a customer service representative, from where he progressed to senior, team leader, and management roles. Working for clients such as Runtastic and Lovoo, he focuses on creating highly customized, scalable structures, utilizing his acquired customer service experience and broader passion for IT, which ranges from software and game development all the way to cyber security and hardware.

Table of Contents

1. Configuring Your Own Zendesk
2. Agent Roles, Groups, Organizations, and User Tags
3. Creating Custom Fields
4. Setting Up Multiple Ticket Channels
5. Customizing Business Rules and Ticket Escalation
6. Integrating and Extending Zendesk
7. Advanced Reporting and Insights via GoodData
8. Security Settings and SSO
9. Troubleshooting Zendesk
10. Zendesk Tips and Tricks