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 grewup near Sydney, Australia, before moving to Silicon Valley to joinApple as a Training Program Manager. He has spent the majority of hiscareer building training departments for fast growing softwarecompanies, and personally established the Zendesk public trainingprogram in 2011.
As an educator, Stafford has authored the official training curriculafor Zendesk, Atlassian JIRA, Confluence, GreenHopper, and GoodData. Hehas delivered training sessions to more than a thousand organizationsin 15 countries, including NASA, the Pentagon, the United Nations inGeneva, Harvard University, Stanford Graduate School of Business,Groupon, the US Department of Commerce, Sun Microsystems, and WellsFargo Bank.
Stafford holds a Bachelor of Software Engineering degree from theUniversity of Newcastle, and is a CompTIA Certified Technical Trainer,a Sun Certified Java Programmer, a Microsoft Certified ApplicationSpecialist, an Apple Certified Pro, and an Adobe Certified Expert.
Stafford currently lives in San Francisco, and in his spare time heenjoys photography, and hiking.
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