Mastering Zendesk

Cedric F. Jacob

• Publisher: Packt Publishing
• Year: 2017
• ISBN:
  9781786461049
• Edition: 1
• Topic: Computer Science
• Subtopic: Cloud Computing
• Index: Computer Science

Master the art of providing effective IT services to your customers by leveraging Zendesk

About This Book

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

Who This Book Is For

This book is for proficient Zendesk administrators who want to unlock the full potential of their Zendesk environment by gaining a deeper understanding of Zendesk's advanced customization options.

What You Will Learn

• 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
• Learn how to secure and troubleshoot Zendesk

In Detail

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

It covers the core functionalities such as managing users, groups, and the organization, and creating and adding custom fields. You will learn how to add customized ticket channels to your account. Then, you will focus on customizing business rules and extending Zendesk with JIRA and Salesforce. Towards the end, the book emphasizes security and troubleshooting aspects as well as providing 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.

Style and approach

This advanced guide provides easy to understand examples to ensure you gain expertise with Zendesk.

Mastering Zendesk

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Mastering Zendesk

Copyright © 2017 Packt Publishing

All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, without the prior written permission of the publisher, except in the case of brief quotations embedded in critical articles or reviews.

Every effort has been made in the preparation of this book to ensure the accuracy of the information presented. However, the information contained in this book is sold without warranty, either express or implied. Neither the author, nor Packt Publishing, and its dealers and distributors will be held liable for any damages caused or alleged to be caused directly or indirectly by this book.

Packt Publishing has endeavored to provide trademark information about all of the companies and products mentioned in this book by the appropriate use of capitals. However, Packt Publishing cannot guarantee the accuracy of this information.

First published: January 2017

Production reference: 1100117

Published by Packt Publishing Ltd.

Livery Place

35 Livery Street

Birmingham

B3 2PB, UK.

ISBN 978-1-78646-104-9

www.packtpub.com

Credits

Author Cedric F. Jacob	Copy Editor Tom Jacob
Reviewer Maria Herrmann	Project Coordinator Kinjal Bari
Commissioning Editor Pratik Shah	Proofreader Safis Editing
Acquisition Editor Prachi Bisht	Indexer Francy Puthiry
Content Development Editors Sanjeet Rao Monika Sangwan	Graphics Kirk D'Penha
Technical Editors Bhagyashree Rai Nidhisha Shetty	Production Coordinator Shantanu Zagade

About the Author

Cedric F. Jacob, before starting his own business as a customer service consultant, writer, and Zendesk admin for international companies, began his career as a customer service representative, from where he progressed to senior, team leader, and management roles. Working for clients such as Runtastic and Lovoo, he focuses on creating highly customized, scalable structures, utilizing his acquired customer service experience and broader passion for IT, which ranges from software and game development all the way to cyber security and hardware.

I would like to thank Sanjeet Rao and Prachi Bisht from Packt publishing, who trusted me with this project and guided me through the process of writing my first book.

I would also like to thank everyone who joined me on my professional journey so far and helped me to achieve my goals, including Maria Herrmann, who graciously accepted to review this book. Many thanks also go to (in no particular order): Philipp Theißler, Christian Thaller, Johannes Strassmann, Claudio Di Vincenzo, Pauline Gehrmann-Golomer, and Max Uhlmann.

A special thank you to my family, who always supported me in my ambitions. Just so I can include your names in this book and ordered by age, thank you Hiltrud, Francis, Denise, and Laura.

Lastly and importantly, I would like to thank my girlfriend Stéphanie, who kept me company through long nights of writing, proofread my first drafts, and always made sure that I would not run out of caffeine during the process. Thank you!

About the Reviewer

Maria Herrmann holds a Masters degree in Language and Communication, leading her to work as an online editor, technical translator, and communication strategist in companies with an international background. For the last few years she has been working in the customer service department of an international technology start-up in Germany − setting up, administrating, and troubleshooting a multilingual Zendesk environment, including: processing large amounts of incoming tickets by using complex triggers and automations for several channels, creating custom macros and applications, producing statistics to improve performance, and designing and implementing a help center.

Firstly, my appreciation goes to the author himself, with whom I have worked on numerous tasks and projects. Discussing, implementing, and finally seeing ideas come to life in Zendesk is a very fulfilling process and I am convinced that this book will help the ...