Author
Cedric F. Jacob
|
Copy Editor
Tom Jacob
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Reviewer
Maria Herrmann
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Project Coordinator
Kinjal Bari
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Pratik Shah
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Proofreader
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Prachi Bisht
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Indexer
Francy Puthiry
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Content Development Editors
Sanjeet Rao
Monika Sangwan
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Graphics
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Bhagyashree Rai
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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 (17 chapters)
Mastering Zendesk
Credits
About the Author
About the Reviewer
www.PacktPub.com
Customer Feedback
Preface
Free Chapter
Configuring Your Own Zendesk
Agent Roles, Groups, Organizations, and User Tags
Creating Custom Fields
Setting Up Multiple Ticket Channels
Customizing Business Rules and Ticket Escalation
Integrating and Extending Zendesk
Advanced Reporting and Insights via GoodData
Security Settings and SSO
Troubleshooting Zendesk
Zendesk Tips and Tricks
Customer Reviews