Mastering Zendesk电子书

Mastering Zendesk

Mastering Zendesk

Credits

About the Author

About the Reviewer

www.PacktPub.com

Why subscribe?

Customer Feedback

Preface

What this book covers

What you need for this book

Who this book is for

Conventions

Reader feedback

Customer support

Downloading the example code

Downloading the color images of this book

Errata

Piracy

Questions

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

Email

Twitter

Facebook

Widget

Help Center / Support Form

The ticket's journey

Ticket views

Agent workflow

Zendesk setup

Asking questions

Listing tasks

Creating the road map

Summary

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

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

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

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

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

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

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

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

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