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Practical Zendesk Administration

Book Description

In this hands-on guide, author Stafford Vaughan provides the most comprehensive set of best practices for setting up and using Zendesk, distilled from years of training companies how to launch this popular customer service software. You’ll learn the purpose, benefits, and pitfalls of each Zendesk feature, with examples of how you can configure it to match your company’s needs and processes.

Table of Contents

  1. 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. Acknowledgments
  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. Web Portal Branding
    3. Customizing the Zendesk URL
    4. Internationalization
      1. Administrator Interface Language
      2. Setting the Time Zone
      3. Multi-Language 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
  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. 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. Merging End-Users
      3. Suspending End-Users
      4. Organizations
      5. Shared Organizations
  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 vs a Feedback Tab
    5. Twitter
      1. Selecting a Twitter Handle for Zendesk
      2. Authorizing a Twitter Handle
      3. Linking in Tweets
      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
    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. Attachments
      13. Screencasts
    6. Custom Fields
    7. Ordering Fields
    8. Reading the List of Ticket Fields
  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. Shared Views
    4. Macros
      1. Adding a Shared Macro
      2. Macro Menus
      3. Referring Macros to the Forums
  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. Bi-Directional Email Communication
      2. Email Notification Template
      3. Mail Delimiter
    6. Placeholders
    7. Customer Satisfaction
  13. 9. Forums
    1. Terms and Definitions
    2. Forum Users
    3. Configuring Forums
    4. Types of Forums
    5. Adding Categories and Forums
    6. Reordering Categories, Forums, and Topics
    7. Forum Access Restrictions
    8. Multi-Language Forums
    9. Ticket Deflection
    10. Forum Search Analytics
  14. Copyright