Description and Content

This article will go through the content of "Mastering Zendesk".

Key Features

• Deep dive into the functionalities of Zendesk and improve your organization's customer service.
• Learn how to expand the capabilities of Zendesk by integrating and extending it with third-party tools.
• A master level guide on how to manage tickets, channels, and workflows along with advanced security features.

Book Description

Zendesk is a cloud-based customer service solution that is widely used because it is easy, efficient, 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. 

The book will provide you with an in-depth understanding of how Zendesk works and other possible ways you can make use of it. It covers core functionalities such as managing users, groups, organization, creating/adding custom fields, generating reports and etc. It also tackles all the aspects of Zendesk that you may not know about. It covers everything from learning how to add customized ticket channels to your account to customizing business rules and extending Zendesk with JIRA and Salesforce. Towards the end, the book emphasizes security and troubleshooting aspects and provides 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.

You will Learn How To:

• Customize ticket channels such as Email, Twitter, Facebook, and Web-Widget.
• Add business rules to create a more effective and automated Zendesk environment.
• Use Zendesk apps to add more functionality to the Zendesk setup.
• Extend Zendesk with JIRA and Salesforce.
• Create custom metrics within GoodData, in order to set up customized and automated reports.
• Secure and troubleshoot Zendesk.

Table of Contents

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