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  • Book Overview & Buying Mastering Zendesk
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Mastering Zendesk

Mastering Zendesk

By : Cedric F. Jacob
4 (3)
Buy this Book
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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
5
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

Groups

Groups, unlike organizations, are only meant for agents and each agent must be at least in one group. Groups play a major role when it comes to support workflows and they can be used in many different ways. How to use groups becomes apparent when planning your support workflow.

In our case, we have four types of support tickets:

  • Tier 1 Support
  • Tier 2 Support
  • VIP Support
  • Internal Support

Each type of ticket is supposed to be answered by specific agents only. In order to achieve this, we can create one group for each type of ticket and later assign these groups to our agents accordingly.

In order to review and edit already existing groups, simply follow these 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.
  3. Click on groups located under the search bar within the main area:

    Groups

As per our example, we will need four groups. In order to add a new group, simply follow these steps:

  1. Click on the Admin icon (gear...
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Mastering Zendesk
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