Mastering Zendesk master the art of providing effective IT services to your customers by leveraging Zendesk
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-pa...
| Otros Autores: | |
|---|---|
| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Birmingham, England ; Mumbai, [India] :
Packt
2017.
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| Edición: | 1st edition |
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009630081906719 |
Tabla de Contenidos:
- Cover
- Credits
- About the Author
- About the Reviewer
- www.PacktPub.com
- Customer Feedback
- Table of Contents
- Preface
- Chapter 1: Configuring Your Own Zendesk
- The Zendesk environment
- The basic Zendesk setup
- Channels
- Self-service
- Apps and integrations
- Ticketing workflows and efficiency
- Triggers and automations
- Views
- Macros
- Service Level Agreements
- Groups
- Organizations
- Performance reporting
- Localization and branding
- Evaluating individual requirements
- Our example company
- Desired setup
- The initial contact/channels
- Widget
- Help Center / Support Form
- The ticket's journey
- Ticket views
- Agent workflow
- Zendesk setup
- Asking questions
- Listing tasks
- Creating the road map
- Summary
- Chapter 2: Agent Roles, Groups, Organizations, and User Tags
- Users/agents
- Custom agent roles
- Ticket permissions
- People permissions
- Help Center permissions
- Tools permissions
- Channels permissions
- System permissions
- Custom roles for our example
- Groups
- Organizations
- Tags
- Domains
- Group
- Users
- Details
- Notes
- Organizations for our example
- User tags
- Importing existing user databases
- Summary
- Chapter 3: Creating Custom Fields
- What are fields in Zendesk?
- Standard ticket fields
- Requester
- Assignee
- CCs
- Share
- Subject
- Description
- Status
- Type
- Priority
- Tags
- Standard user and organization fields
- Different types of fields
- Drop-down list
- Text
- Multi-line text
- Numeric
- Decimal
- Checkbox
- Date
- Regular Expression
- Creating custom fields
- Custom user fields
- Custom ticket fields
- Custom organization fields
- Summary
- Chapter 4: Setting Up Multiple Ticket Channels
- What are channels?
- Email channel
- Facebook channel
- Twitter channel.
- Chat (Zopim) channel
- Talk channel
- Web Widget channel
- Mobile SDK channel
- API channel
- Setting up Zendesk channels
- Email channel setup
- Adding internal e-mail addresses
- Forwarding example with Outlook.com
- Create SPF record
- Email channel settings
- Accept wildcard emails
- Personalized email replies
- Gmail Go-to Actions
- Email templates
- Mail delimiter
- Custom domain for DKIM
- Facebook channel setup
- Adding your first Facebook page
- Facebook channel settings
- Twitter channel setup
- Adding your first Twitter account
- Twitter channel settings
- Account-related settings
- General settings
- Manage searches
- Widget channel setup
- About Zendesk's widget
- Widget customization
- Widget snippet code
- Help Centre (Support Form) channel setup
- Zendesk's Help Centre- A quick overview
- The support form
- Summary
- Chapter 5: Customizing Business Rules and Ticket Escalation
- What are Business Rules?
- Triggers versus automations
- Triggers in detail
- Default triggers
- Notify requester of received request
- Notify requester of comment update
- Notify assignee of comment update
- Notify assignee of assignment
- Notify assignee of reopened ticket
- Notify group of assignment
- Notify all agents of received request
- Default trigger conclusion
- Conditions
- Ticket-related conditions
- Ticket: Status
- Ticket: Type
- Ticket: Priority
- Ticket: Group
- Ticket: Assignee
- Ticket: Requester
- Ticket: Organization
- Ticket: Tags
- Ticket: Channel
- Ticket: Update via
- Ticket: Received at
- Ticket: Satisfaction
- Ticket: Is…
- Ticket: Comment is…
- Ticket: Comment text…
- Ticket: Reopens
- Ticket: Agent replies
- Ticket: Custom Fields
- Requester related conditions
- Requester: Language
- Requester: Role
- Requester: Time zone
- Requester: Custom Fields.
- Other Conditions
- Other: Current user
- Organization: Custom Fields
- Actions
- Ticket-related actions
- Ticket: Status
- Ticket: Priority
- Ticket: Type
- Ticket: Group
- Ticket: Assignee
- Ticket: Satisfaction
- Ticket: Set tags
- Ticket: Add tags
- Ticket: Remove tags
- Ticket: Add CC
- Ticket: Custom Fields
- Requester- and organization-related actions
- Requester: Language
- Requester: Custom fields
- Organization: Custom fields
- Other actions
- Notifications: Email user
- Notifications: Email group
- Creating custom triggers
- Additional tips
- Naming and organizing triggers
- Testing triggers
- Automations in detail
- Default automations
- Close ticket 4 days after status is set to solved
- Request customer satisfaction rating
- Automation-specific conditions
- Creating custom automations
- Custom ticket views
- Service Level Agreements
- Summary
- Chapter 6: Integrating and Extending Zendesk
- Zendesk apps
- Zendesk Marketplace
- Zendesk Labs
- Channels
- Zendesk app locations
- Zendesk App examples
- Show Related Tickets app
- Iframe app
- Out of Office app
- Creating custom Zendesk apps
- Planning a custom app
- Installing the necessary tools
- Installing Ruby
- Installing Ruby in Windows
- Installing Ruby in Mac
- Installing the ZAT gem
- Creating app files
- Previewing our app
- Coding our app
- Uploading/installing our app
- JIRA integration
- Integration preparations
- Installing the integration
- JIRA server specifics
- Salesforce integration
- Integration requirements
- Installing the integration
- Viewing Salesforce data in Zendesk
- Adding more features
- Summary
- Chapter 7: Advanced Reporting and Insights via GoodData
- Reports in Zendesk
- Creating and exporting reports in Zendesk
- The Zendesk's reporting overview.
- Overview
- Leaderboard
- Knowledge Base
- Community
- Search
- Net Promoter Score
- Satisfaction
- Insights
- Zendesk Insights/GoodData
- Creating a Dashboard and Tab
- Adding reports
- Adding filters
- Adding Widgets
- Adding some text and lines
- Creating custom reports
- Creating custom metrics
- Schedule dashboard E-mails
- Summary
- Chapter 8: Security Settings and SSO
- Security settings and best practice
- Access security
- Zendesk password authentication
- Two-factor authentication
- Zendesk's single sign-on options
- Social media SSO
- Enterprise SSO
- Secure Assertion Markup Language (SAML)
- IP restrictions
- Using custom roles to reduce unnecessary access
- Auditing your Zendesk account
- Secure coding practices
- Removing/Redacting Credit Card numbers
- Private attachments
- Advanced Security Enterprise Add-on
- Data at rest encryption
- Enhanced disaster recovery
- HIPAA compliance
- In case of a breach
- Summary
- Chapter 9 : Troubleshooting Zendesk
- Troubleshooting performance issues
- Zendesk status
- General browser issues
- Disabling extensions/plugins
- Clearing browsing data/cache
- Traceroute
- Troubleshooting business rules
- Triggers and automations
- Ticket events
- Trigger order
- SLAs
- Troubleshooting Zendesk apps
- Contacting Zendesk support
- Summary
- Chapter 10: Zendesk Tips and Tricks
- Business rules
- Notifying the team leader about a ticket with a high amount of replies
- Using tags to disable or enable business rules for tickets
- Closing a ticket via a tag
- Disabling the satisfaction survey via a tag
- Removing tags from follow-up tickets
- Using business rules to detect and fix user errors
- Adding comments to tickets via a URL target
- Logging ticket events via an e-mail target
- Roles and views
- Creating a vacation view.
- Creating a history view
- Creating limited custom roles for new staff members
- Reporting
- Report tags and folders in GoodData
- Duplicating reports in GoodData
- Excluding specific tickets from your GoodData reports
- Sending agent-specific reports using variables
- Zendesk apps
- Custom tagging app
- Custom ticket merge app
- Custom macro statistics app
- Custom Zendesk backup app
- Zendesk CSS hack in apps
- Summary
- Index.
