-
Book Overview & Buying
-
Table Of Contents
Mastering Zendesk
By :
Mastering Zendesk
By:
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)
Preface
Free Chapter
1. Configuring Your Own Zendesk
2. Agent Roles, Groups, Organizations, and User Tags
3. Creating Custom Fields
4. Setting Up Multiple Ticket Channels
5. Customizing Business Rules and Ticket Escalation
6. Integrating and Extending Zendesk
7. Advanced Reporting and Insights via GoodData
8. Security Settings and SSO
9. Troubleshooting Zendesk
10. Zendesk Tips and Tricks
