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

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:

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 be checked once...