Implementing Zendesk as part of your company’s 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.
You’ll learn the purpose, benefits, and pitfalls of each Zendesk feature, with examples of how you can configure it to match your company’s needs and processes. Through several real-world examples, you’ll also discover how other companies use the product, so you can determine how best to put Zendesk’s 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
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.
Comments about oreilly Practical Zendesk Administration:
The title says it all: don't expect an advanced jQuery tutorial to explain you how to hack the Zendesk front end. But expect all the information that you need as a new Zendesk customer who wants to be up and running in no time. Stafford explains in details the philosophy behind Zendesk (the reason why this product should be chosen over its competitors) and then covers in depth the complete configuration from A to Z. We had two new hires recently and I wanted them to be admins to some of our Zendesk. In one week they were up and running, compiling reports or creating advanced automations. For 20$ it's the cheapest and most complete training you could have!
Bottom Line Yes, I would recommend this to a friend