Books & Videos

Table of Contents

  1. Chapter 1 Introduction to Zendesk

    1. Explanation of the Zendesk Plans

    2. Terms and Definitions

    3. User Interface Experience

    4. Steps to Administer Zendesk

    5. Internal Versus External Customer Service

  2. Chapter 2 Initial Setup

    1. Creating a Sandbox

    2. Web Portal Branding

    3. Customizing the Zendesk URL

    4. Internationalization

    5. Outgoing Email

  3. Chapter 3 Security

    1. Social Media Logins

    2. Suspended Tickets

    3. Public Creation of User Profiles

    4. Blacklists and Whitelists

    5. Password Strength Policy

    6. Secure Sockets Layer (SSL)

    7. Enterprise Security and Compliance

  4. Chapter 4 User Management

    1. Administrators

    2. Agents and Roles

    3. End-User Access

  5. Chapter 5 Channels

    1. Incoming Email

    2. Voice

    3. Feedback Tab

    4. Chatting

    5. Twitter

    6. Facebook

    7. Ticket Sharing

  6. Chapter 6 Fields and Data Capture

    1. Data Capture Lifecycle

    2. End-User Fields

    3. Required Fields

    4. System Fields

    5. System Field Configuration

    6. Custom Fields

    7. Ordering Fields

    8. Reading the List of Ticket Fields

  7. Chapter 7 Agent Support Process

    1. Restricting Agent Access to Tickets

    2. Presumptive Solve Approach

    3. Views

    4. Macros

  8. Chapter 8 Automated Business Rules

    1. User and Organization Tagging

    2. Triggers

    3. Automations

    4. Auditing Business Rule Use

    5. Email Notifications

    6. Placeholders

    7. Customer Satisfaction

  9. Chapter 9 Forums

    1. Terms and Definitions

    2. Forum Users

    3. Configuring Forums

    4. Types of Forums

    5. Adding Categories and Forums

    6. Reordering Categories, Forums, and Topics

    7. Forum Access Restrictions

    8. Multi-Language Forums

    9. Ticket Deflection

    10. Forum Search Analytics