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  • Book Overview & Buying Mastering Zendesk
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Mastering Zendesk

Mastering Zendesk

By : Cedric F. Jacob
4 (3)
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Mastering Zendesk

Mastering Zendesk

4 (3)
By: Cedric F. Jacob
Buy this Book

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 (11 chapters)
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Preface
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Preface
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What this book covers
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What you need for this book
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Who this book is for
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Conventions
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Reader feedback
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Customer support
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1
1. Configuring Your Own Zendesk
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1. Configuring Your Own Zendesk
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The Zendesk environment
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The basic Zendesk setup
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Evaluating individual requirements
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Summary
2
2. Agent Roles, Groups, Organizations, and User Tags
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2. Agent Roles, Groups, Organizations, and User Tags
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Users/agents
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Groups
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Organizations
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User tags
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Importing existing user databases
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Summary
3
3. Creating Custom Fields
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3. Creating Custom Fields
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What are fields in Zendesk?
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Creating custom fields
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Summary
4
4. Setting Up Multiple Ticket Channels
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4. Setting Up Multiple Ticket Channels
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What are channels?
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Setting up Zendesk channels
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Summary
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5. Customizing Business Rules and Ticket Escalation
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5. Customizing Business Rules and Ticket Escalation
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What are Business Rules?
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Triggers versus automations
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Triggers in detail
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Automations in detail
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Custom ticket views
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Service Level Agreements
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Summary
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6. Integrating and Extending Zendesk
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6. Integrating and Extending Zendesk
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Zendesk apps
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JIRA integration
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Salesforce integration
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Summary
7
7. Advanced Reporting and Insights via GoodData
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7. Advanced Reporting and Insights via GoodData
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Reports in Zendesk
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The Zendesk's reporting overview
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Zendesk Insights/GoodData
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Summary
8
8. Security Settings and SSO
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8. Security Settings and SSO
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Security settings and best practice
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In case of a breach
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Summary
9
9. Troubleshooting Zendesk
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9. Troubleshooting Zendesk
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Troubleshooting performance issues
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Troubleshooting business rules
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Troubleshooting Zendesk apps
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Contacting Zendesk support
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Summary
10
10. Zendesk Tips and Tricks
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10. Zendesk Tips and Tricks
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Business rules
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Roles and views
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Reporting
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Zendesk apps
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Summary

Users/agents

In Zendesk, agents are just like end users and are classified as users. Both can be located in the same pool of listed accounts. The difference, however, can be found in the assigned role. The role defines what a user can or cannot do. The end users, for example, do not possess the necessary rights to log in to the actual helpdesk environment. Easily enough, the role for end users is called end-user.

Note

In Zendesk, users are also referred to as people. Both are equivalent terms. The same applies to the two terms end-users and customers.

You can easily access the whole list of users by following these two steps:

  1. Click on the Admin icon (gear symbol) located in Zendesk's sidebar.
  2. Click on People located under MANAGE within the admin menu:

Users/agents

Unlike for end-users, there are a few different roles that can be assigned to an agent. Out of the box, Zendesk offers the following options:

  • Agent/Staff
  • Team leader
  • Advisor
  • Administrator

While the agent and staff roles come with the necessary...

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Mastering Zendesk
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