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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
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

Reports in Zendesk

Zendesk allows us to quickly create reports within our support environment. While these reports are rather simple and we are more likely to use the more complex Insights later on, we should know how to create, review and export such reports if needed.

So let us go ahead and create our first report in Zendesk.

Creating and exporting reports in Zendesk

In order to create a report, please follow the given steps :

  1. Click on the Admin icon (gear symbol) located in Zendesk's sidebar.

  2. Click on Reports located under Manage within the Admin-menu.

  3. In order to create a new report, click on add report on the right side of the screen:

We will be presented with an empty report page waiting to be set up. We can divide the page into the following items:

  • Report title

  • Reporting period

  • Data series

First we can choose a title for our report. We are going with Created VS Resolved Problem Tickets (Last Month):

As the title of our report says, we are going to create a report that compares the amount...

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