Implementing the Zendesk customer service software as part of your company’s operations can be time-consuming, but with the best practices and advice in this hands-on guide, you can shorten the procedure considerably. You’ll learn the purpose, benefits, and pitfalls of each Zendesk feature, with examples of how to configure it to match your company’s needs and processes.
Written by written by two experienced Zendesk product trainers, this book is distilled from years of working in the trenches, launching customer implementations, and answering thousands of questions from participants throughout the world. With it, you’ll be able to determine the best way to put Zendesk’s vast potential to work for your company.
Apply custom branding to your user-facing support portal
Mitigate risk by implementing various Zendesk security features
Manage profiles and permissions for users, agents, and administrators
Create tickets from email, voice, chat, feedback tabs, and social media
Capture and classify help requests through standard and custom fields
Use techniques to build an efficient agent support process
Automate your business rules in Zendesk to streamline your workflow
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.
Anton de Young, Director of Customer Education and Community at Zendesk, has 20 years of experience in all stages of user-centered software product development. He has worked in various writing, product, user experience, and leadership roles at a software startup, a global e-learning company, Microsoft, Peoplesoft, Oracle, and Adobe.
The animal on the cover of Practical Zendesk Administration is a European nightjar (Caprimulgus europaeus). The Latin name refers to the old myth that these birds would suckle from goats at night, causing the goats to stop producing milk or even go blind. This belief may have arisen from the fact that the birds were present around barns where insects were attracted to the farm animals. The concept of the goat-suckling nightjar was familiar even to Aristotle, though it does not appear in any Arab, Chinese, or Hindu traditions.
Nightjars are insectivores and do all of their eating on the wing. They hunt by sight and have relatively large eyes for birds their size; their eyes even have special reflective layers that improve night vision. Drinking and bathing also take place mid-flight after the bird makes a quick plunge into water to wash. Nightjars have unique serrated edges on their middle claws, which are used to preen and remove parasites.
Although European Nightjars are small, growing up to 11 inches from beak to tail, they can be quite effective hunters. They have been known to mob owls and other predators, and males will aggressively defend and protect their territories. Usually, a male will announce his presence with a long, 10 minute call that may change depending on where in his territory he is perched.
European nightjars spend the summer breeding in Western Europe and parts of Russia. They then migrate to sub-Saharan Africa for the winter, going as far as South Africa. They prefer a dry habitat of open country with trees and bushes for cover, but they do not build a nest. Instead, females roost on the open ground and protect their eggs by staying with them while the male patrols the boundaries of their breeding area.
Although European Nightjars are in danger from large predators like hawks, foxes, snakes, domestic dogs, hedgehogs, and weasels, the biggest threat to the world’s nightjar population is habitat destruction. Additionally, the use of pesticides in Europe has greatly reduced the insect population upon which the nightjars feed.