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Key FeaturesDeep dive into the functionalities of Zendesk and improve your organization's customer servicesLearn how to expand the capabilities of Zendesk by integrating and extending it with third-party toolsA master level guide that manages tickets, channels, and workflows along with advanced security featuresBook DescriptionZendesk 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.What You Will LearnCustomize ticket channels such as Email, Twitter, Facebook, and Web-WidgetAdd business rules to create a more effective and automated Zendesk environmentUse Zendesk apps to add more functionality to the Zendesk setupExtend Zendesk with JIRA and SalesforceCreate custom metrics within GoodData in order to set up customized and automated reportsLearn how to secure and troubleshoot

Key FeaturesDeep dive into the functionalities of Zendesk and improve your organization's customer servicesLearn how to expand the capabilities of Zendesk by integrating and extending it with third-party toolsA master level guide that manages tickets, channels, and workflows along with advanced security featuresBook DescriptionZendesk 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.What You Will LearnCustomize ticket channels such as Email, Twitter, Facebook, and Web-WidgetAdd business rules to create a more effective and automated Zendesk environmentUse Zendesk apps to add more functionality to the Zendesk setupExtend Zendesk with JIRA and SalesforceCreate custom metrics within GoodData in order to set up customized and automated reportsLearn how to secure and troubleshoot

"Reading these chapters is like reading the advanced manual we never wrote when we designed the product. Stafford and Anton's ability to enlighten readers on how to use the product better and the reasons for the design decisions in Zendesk never ceases to impress us."-Mikkel Svane, Founder and CEO at ZendeskImplementing the Zendesk customer service software as part of your company's operations can be time-consuming, but with the best practices and advice in this hands-on guide, you can shorten the procedure considerably. You'll learn the purpose, benefits, and pitfalls of each Zendesk feature, with examples of how to configure it to match your company's needs and processes.Written by written by two experienced Zendesk product trainers, this book is distilled from years of working in the trenches, launching customer implementations, and answering thousands of questions from participants throughout the world. With it, you'll be able to determine the best way to put Zendesk's vast potential to work for your company.Apply custom branding to your user-facing support portalMitigate risk by implementing various Zendesk security featuresManage profiles and permissions for users, agents, and administratorsCreate tickets from email, voice, chat, feedback tabs, and social mediaCapture and classify help requests through standard and custom fieldsUse techniques to build an efficient agent support processAutomate your business rules in Zendesk to streamline your workflowProvide your customers with self-service support