Synopses & Reviews
Implementing Zendesk as part of your companys 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.
Youll learn the purpose, benefits, and pitfalls of each Zendesk feature, with examples of how you can configure it to match your companys needs and processes. Through several real-world examples, youll also discover how other companies use the product, so you can determine how best to put Zendesks 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
This book focuses on the configuration tasks required by administrators to set up Zendesk. It takes a practical approach to the process, which can often take weeks of an administrator's time, and is ordered in such a way that administrators could configure Zendesk at the same time as they read the book. At every step the book outlines the purpose of a feature, and provides advice on situations in which the feature should be configured in certain ways. The book also draws on real life examples of how other customers are using the product.
About the Author
Stafford Vaughan started computer programming at an early age. He grew up near Sydney, Australia, and found his first job at CustomWare, a software services company that specializes in the technology of fast growing software companies. In his time at CustomWare, Stafford has personally established the training departments of several companies, including Zendesk, Atlassian, and GoodData, and authored several of the official training programs for software products including Zendesk, JIRA, Confluence, GreenHopper, and GoodData.
As an educator, Stafford has delivered training sessions to more than a thousand organizations in 15 countries, including NASA, the Pentagon, the United Nations in Geneva, Harvard University, Stanford Graduate School of Business, Groupon, the US Department of Commerce, Sun Microsystems, and Wells Fargo Bank.
Stafford holds a Bachelor of Software Engineering degree from the University of Newcastle, he is a CompTIA Certified Technical Trainer (CTT+), a Sun Certified Programmer for the Java 2 Platform (Standard Edition 5.0), a Microsoft Certified Application Specialist (PowerPoint 2007), and an Adobe Certified Expert (Photoshop CS5).
Stafford currently lives in San Francisco and works in Silicon Valley. In his spare time he is a keen hiker and serves as a volunteer mentor at the San Francisco SPCA.
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;