Practical Zendesk Administration

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