Practical Zendesk Administration 2ed

Implementing Zendesk as part of your company’s operations can be a time-consuming process. This hands-on guide helps you shorten the process considerably, with best practices distilled from the authors’ years of training companies how to set up and use Zendesk. 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. And through real life examples of how other customers use the product, you can determine how best to put Zendesk into practice. Customize your Zendesk customer service tool with your brand Create tickets using email, voice, chat, feedback tabs, and social media Implement security measures, including safe login from social media sites Generate profiles and permissions for your Zendesk customers, agents, and administrators Understand the data capture lifecycle, and control fields your customers need 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 Configure Zendesk while you read this book