Cover image for Practical Zendesk Administration, 2nd Edition

Book description

Implementing the Zendesk customer service software as part of your company’s operations can be time-consuming, but with the best practices and advice in this hands-on guide, you can shorten the procedure considerably. You’ll learn the purpose, benefits, and pitfalls of each Zendesk feature, with examples of how to configure it to match your company’s needs and processes.

Table of Contents

  1. Praise for Practical Zendesk Administration
  2. Dedication
  3. Foreword
  4. Preface
    1. Chapter Overviews
    2. Zendesk Version
    3. Conventions Used in This Book
    4. Safari® Books Online
    5. How to Contact Us
    6. Content Updates
  5. 1. Introduction to Zendesk
    1. Explanation of the Zendesk Plans
    2. Terms and Definitions
    3. User Interface Experience
    4. Steps to Administer Zendesk
    5. Internal Versus External Customer Service
  6. 2. Initial Setup
    1. Creating a Sandbox
    2. Help Center Branding
    3. Customizing the Zendesk URL
    4. Internationalization
      1. Administrator Interface Language
      2. Setting the Time Zone
      3. Multilanguage Support for End Users
      4. Dynamic Content for Text Translation
    5. Outgoing Email
      1. Email Notification Sender Address
      2. Personalized Email Replies
      3. Sender Policy Framework (SPF) Settings
      4. Digitally Signed Outbound Email
  7. 3. Security
    1. Social Media Logins
    2. Suspended Tickets
    3. Public Creation of User Profiles
    4. Blacklists and Whitelists
    5. Password Strength Policy
    6. Secure Sockets Layer (SSL)
    7. Enterprise Security and Compliance
    8. Email Archiving
    9. Audit Log
    10. Agent Device Management
  8. 4. User Management
    1. Administrators
    2. Agents and Roles
      1. Groups
      2. Agent Signatures
      3. Adding an Agent Account
      4. Enterprise Agent Roles and Light Agents
      5. Configuration Options for Agent Roles
      6. Adding an Agent on the Enterprise Plan
    3. End-User Access
      1. Creating an End User
      2. Bulk-Importing Users
      3. Merging End Users
      4. Suspending End Users
      5. Assuming an End User’s Profile
      6. Organizations
      7. Shared Organizations
      8. Multiple Organizations
    4. Customer Lists
  9. 5. Channels
    1. Incoming Email
      1. Adding Incoming Email Addresses
      2. Agent Forwarding
    2. Voice
      1. Adding Phone Numbers
      2. Call Center Configuration
      3. Recording Greetings
      4. Call Activity Dashboard
    3. Feedback Tab
      1. Creating a New Feedback Tab
      2. Publishing a Feedback Tab
      3. Managing Existing Feedback Tabs
    4. Chatting
      1. Setting Up Chat
      2. Chatting from a Ticket Versus a Feedback Tab
    5. Twitter
      1. Selecting a Twitter Handle for Zendesk
      2. Authorizing a Twitter Handle
      3. Linking Tweets into Zendesk
      4. Saved Searches
    6. Facebook
      1. Authorizing the App
      2. Monitoring Posts and Messages
    7. Ticket Sharing
  10. 6. Fields and Data Capture
    1. Data Capture Lifecycle
    2. End-User Fields
    3. Required Fields
    4. System Fields
      1. An Optional Status: On-Hold
    5. System Field Configuration
      1. Ticket ID
      2. Subject
      3. Description
      4. Carbon Copy (CC)
      5. Requester
      6. Ticket Status
      7. Ticket Types
      8. Priority
      9. Group and Assignee
      10. Tags
      11. Comments
      12. Markdown and Emoji
      13. Attachments
      14. Screencasts
    6. Custom Fields
    7. Cascading Menus in Drop-Down Lists
    8. Ordering Fields
    9. Reading the List of Ticket Fields
    10. Custom User and Organization Fields
    11. Ticket Forms
  11. 7. Agent Support Process
    1. Restricting Agent Access to Tickets
    2. Presumptive Solve Approach
    3. Views
      1. Understanding View Conditions
      2. Required Fields for Views
      3. View Formatting Options
      4. Shared Views
    4. Macros
      1. Adding a Shared Macro
      2. Macro Menus
      3. Referring Macros to the Knowledge Base
  12. 8. Automated Business Rules
    1. User and Organization Tagging
    2. Triggers
      1. Default Triggers
      2. Trigger Conditions and Actions
      3. Trigger Examples
      4. Ordering Triggers
      5. Mutually Exclusive Triggers
    3. Automations
      1. Default Automations
      2. Automation Examples
      3. Nullification of Automations
    4. Auditing Business Rule Use
    5. Email Notifications
      1. Bidirectional Email Communication
      2. Email Notification Template
      3. Mail Delimiter
    6. Placeholders
    7. Customer Satisfaction
  13. 9. Help Center
    1. Terms and Definitions
    2. Help Center Users
    3. Configuring the Help Center
      1. Customer Administration Settings
      2. Adding Categories and Sections
      3. Arranging Categories, Sections, and Articles
      4. Section Access Restrictions
      5. Multilanguage Knowledge Base
      6. Draft Articles
    4. Community
    5. Questions and Ideas
    6. Help Center Customization
    7. Themes and Simple Design Changes
    8. Advanced Customization
      1. Promoted Articles
      2. Google Analytics
  14. Colophon
  15. Copyright