Browse Library
Sign In Start Free Trial
Close icon Search icon
Account
Browse Library Sign In Start Free Trial

Add to playlist

Create a Playlist

Modal Close icon
You need to login to use this feature.
  • Book Overview & Buying Mastering Zendesk
  • Table Of Contents Toc
Mastering Zendesk

Mastering Zendesk

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

Creating custom fields

So now that we have a better understanding of fields in general and what types of fields there are, we can move to creating our own custom fields.

Before we do so, however, let's decide what custom fields we will need by reviewing our flowchart and road map:

Creating custom fields

Looking at our flowchart, we can see a few possible options when it comes to custom fields. We already know that we can create custom fields for users, organizations, and tickets. So let's divide our train of thought for now.

Custom user  fields

In Chapter 2, Agent Roles, Groups, Organizations, and User Tags, we decided to add the VIP user tag via the Zendesk API whenever a customer purchases a subscription. This still applies. But in order to visualize whether the user is a VIP, and to give our agents the option to upgrade a user to the VIP status manually without having to enter the tag, we should add a checkbox field. Setting the tag via API will still work fine and the checkbox will automatically...

Visually different images
CONTINUE READING
83
Tech Concepts
36
Programming languages
73
Tech Tools
Icon Unlimited access to the largest independent learning library in tech of over 8,000 expert-authored tech books and videos.
Icon Innovative learning tools, including AI book assistants, code context explainers, and text-to-speech.
Icon 50+ new titles added per month and exclusive early access to books as they are being written.
Mastering Zendesk
End of Section 3
Next Section
notes
bookmark Notes and Bookmarks search Search in title playlist Add to playlist download Download options
font-size Font size

Change the font size

margin-width Margin width

Change margin width

day-mode Day/Sepia/Night Modes

Change background colour

Close icon Search
Country selected
Close icon Your notes and bookmarks

Confirmation

Modal Close icon
claim successful
Order Page Read Now

Buy this book with your credits?

Modal Close icon
Are you sure you want to buy this book with one of your credits?
Close
YES, BUY

Submit Your Feedback

Modal Close icon
Modal Close icon
Modal Close icon