Cedric F. Jacob

Packt Publishing

Mastering Zendesk

A practical guide to configuring, extending and scaling Zendesk, from first setup to custom apps. For Zendesk admins who want to go beyond the basics.

Where to buy

Also available on most major e-book platforms.

What you will learn

  • Customize ticket channels such as email, social and the Web Widget.
  • Design business rules for a more effective, automated Zendesk.
  • Add functionality with Zendesk apps, and extend Zendesk with Jira and Salesforce.
  • Build custom metrics and automated reports.
  • Secure and troubleshoot Zendesk.

Contents

  1. Configuring Your Own Zendesk
  2. Agent Roles, Groups, Organizations, and User Tags
  3. Creating Custom Fields
  4. Setting Up Multiple Ticket Channels
  5. Customizing Business Rules and Ticket Escalation
  6. Integrating and Extending Zendesk
  7. Advanced Reporting and Insights via GoodData
  8. Security Settings and SSO
  9. Troubleshooting Zendesk
  10. Zendesk Tips and Tricks

What changed since

Zendesk has moved a long way since the book came out, most of all with AI. The fundamentals in it still hold: clean roles, sensible fields, business rules that do not fight each other. Today I help teams with those fundamentals plus everything that came after.

See the services or read more about the book in the Help Center.

Questions about your Zendesk?

20 minutes, no pitch. You leave with a clear next step.

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