Book Image

Mastering Zendesk

By : Cedric F. Jacob
Book Image

Mastering Zendesk

By: Cedric F. Jacob

Overview of this book

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.
Table of Contents (17 chapters)
Mastering Zendesk
Credits
About the Author
About the Reviewer
www.PacktPub.com
Customer Feedback
Preface

Security settings and best practice


Security is not just a matter of creating a secure system. As long as we, as human beings, have to access and use this system, it becomes our job to uphold security standards as part of our daily routines.

Companies spend millions of dollars on firewalls, encryption and secure access devices, and it's money wasted, because none of these measures address the weakest link in the security chain. - Kevin Mitnick

This does not mean that we should not invest some initial effort in planning and implementing security measurements. It means that security policies, which affect our daily work, should be implemented and upheld as well.

Let's start by looking at the most obvious window of vulnerability–our access security.

Access security

Most likely, agents will log in to Zendesk on a daily basis. It makes sense to review our options and to make this process as secure as possible.

The same goes for our end users. If your Zendesk environment requires end users to log...