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Practical Zendesk Administration: Best practices for setting up your customer service platform

Overview

Implementing Zendesk as part of your company’s operations can be a time-consuming process. 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 ...

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Overview

Implementing Zendesk as part of your company’s operations can be a time-consuming process. 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. Through several real-world examples, you’ll also discover how other companies use the product, so you can determine how best to put Zendesk’s potential into practice for your business.

  • Customize your Zendesk customer service tool with your brand
  • Create tickets using email, voice, chat, feedback tabs, and social media
  • Implement security measures, including ways to safely login from social media sites
  • Generate profiles and permissions for your Zendesk customers, agents, and administrators
  • Understand the data capture lifecycle, and control the fields your customers are required to fill out
  • Apply techniques for making your agent process more efficient
  • Modify Zendesk to reflect your existing customer service process
  • Use forums to provide self-service support for your customers
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Product Details

  • ISBN-13: 9781449343644
  • Publisher: O'Reilly Media, Incorporated
  • Publication date: 11/1/2012
  • Edition number: 1
  • Pages: 166
  • Product dimensions: 6.90 (w) x 9.10 (h) x 0.40 (d)

Meet the Author

Stafford Vaughan started computer programming at an early age. He grewup near Sydney, Australia, before moving to Silicon Valley to joinApple as a Training Program Manager. He has spent the majority of hiscareer building training departments for fast growing softwarecompanies, and personally established the Zendesk public trainingprogram in 2011.

As an educator, Stafford has authored the official training curriculafor Zendesk, Atlassian JIRA, Confluence, GreenHopper, and GoodData. Hehas delivered training sessions to more than a thousand organizationsin 15 countries, including NASA, the Pentagon, the United Nations inGeneva, Harvard University, Stanford Graduate School of Business,Groupon, the US Department of Commerce, Sun Microsystems, and WellsFargo Bank.

Stafford holds a Bachelor of Software Engineering degree from theUniversity of Newcastle, and is a CompTIA Certified Technical Trainer,a Sun Certified Java Programmer, a Microsoft Certified ApplicationSpecialist, an Apple Certified Pro, and an Adobe Certified Expert.

Stafford currently lives in San Francisco, and in his spare time heenjoys photography and hiking.

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Table of Contents

Dedication;
Foreword;
Preface;
Chapter Overviews;
Zendesk Version;
Conventions Used in This Book;
Safari® Books Online;
How to Contact Us;
Acknowledgments;
Chapter 1: Introduction to Zendesk;
1.1 Explanation of the Zendesk Plans;
1.2 Terms and Definitions;
1.3 User Interface Experience;
1.4 Steps to Administer Zendesk;
1.5 Internal Versus External Customer Service;
Chapter 2: Initial Setup;
2.1 Creating a Sandbox;
2.2 Web Portal Branding;
2.3 Customizing the Zendesk URL;
2.4 Internationalization;
2.5 Outgoing Email;
Chapter 3: Security;
3.1 Social Media Logins;
3.2 Suspended Tickets;
3.3 Public Creation of User Profiles;
3.4 Blacklists and Whitelists;
3.5 Password Strength Policy;
3.6 Secure Sockets Layer (SSL);
3.7 Enterprise Security and Compliance;
Chapter 4: User Management;
4.1 Administrators;
4.2 Agents and Roles;
4.3 End-User Access;
Chapter 5: Channels;
5.1 Incoming Email;
5.2 Voice;
5.3 Feedback Tab;
5.4 Chatting;
5.5 Twitter;
5.6 Facebook;
5.7 Ticket Sharing;
Chapter 6: Fields and Data Capture;
6.1 Data Capture Lifecycle;
6.2 End-User Fields;
6.3 Required Fields;
6.4 System Fields;
6.5 System Field Configuration;
6.6 Custom Fields;
6.7 Ordering Fields;
6.8 Reading the List of Ticket Fields;
Chapter 7: Agent Support Process;
7.1 Restricting Agent Access to Tickets;
7.2 Presumptive Solve Approach;
7.3 Views;
7.4 Macros;
Chapter 8: Automated Business Rules;
8.1 User and Organization Tagging;
8.2 Triggers;
8.3 Automations;
8.4 Auditing Business Rule Use;
8.5 Email Notifications;
8.6 Placeholders;
8.7 Customer Satisfaction;
Chapter 9: Forums;
9.1 Terms and Definitions;
9.2 Forum Users;
9.3 Configuring Forums;
9.4 Types of Forums;
9.5 Adding Categories and Forums;
9.6 Reordering Categories, Forums, and Topics;
9.7 Forum Access Restrictions;
9.8 Multi-Language Forums;
9.9 Ticket Deflection;
9.10 Forum Search Analytics;

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