Zendesk is a cloud-based customer service solution that is widely used because of its ease of use, efficiency, flexibility, and low cost of ownership. It is highly scalable and is agnostic of the size of the organization.
If you’re a Zendesk administrator and are eagerly waiting to explore the advanced-level concepts, then this book is for you. We deep dive into the core functionalities such as managing users, groups, and organization, and creating and adding custom fields. We will then show you how to add customized ticket channels to your account.
Later on, we focus on customizing business rules and extending Zendesk with Jira and Salesforce. Towards the end, we not only emphasize on the security and troubleshooting aspects, but also provide 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.
Chapter 1. Configuring Your Own Zendesk
Chapter 2. Agent Roles, Groups, Organizations, and User Tags
Chapter 3. Creating Custom Fields
Chapter 4. Setting Up Multiple Ticket Channels
Chapter 5. Customizing Business Rules and Ticket Escalation
Chapter 6. Integrating and Extending Zendesk
Chapter 7. Advanced Reporting and Insights via GoodData
Chapter 8. Security Settings and SSO
Chapter 9. Troubleshooting Zendesk
Chapter 10. Zendesk Tips and Tricks
