Mastering Zendesk: Master the art of providing effective IT services to your customers by leveraging Zendesk

Cedric F. Jacob

€41.99

4 (3 Ratings)

Paperback Jan 2017 412 pages 1st Edition

Cedric F. Jacob

€41.99

4 (3 Ratings)

Paperback Jan 2017 412 pages 1st Edition

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Key benefits

• Deep dive into the functionalities of Zendesk and improve your organization’s customer services
• Learn how to expand the capabilities of Zendesk by integrating and extending it with third-party tools
• A master level guide that manages tickets, channels, and workflows along with advanced security features

Description

Zendesk is a cloud-based customer service solution that is widely used because it is easy, efficienct, flexible, and low cost. It is highly scalable and is great for organizations of all sizes. If you’re a Zendesk administrator and are looking to explore advanced-level concepts, then this book is for you. It covers the core functionalities such as managing users, groups, and the organization, and creating and adding custom fields. You will learn how to add customized ticket channels to your account. Then, you will focus on customizing business rules and extending Zendesk with JIRA and Salesforce. Towards the end, the book emphasizes security and troubleshooting aspects as well as providing tips and tricks to create a more efficient support environment. By the end of this book, you will be able to turn a basic Zendesk setup into a highly customized working environment.

Who is this book for?

This book is for proficient Zendesk administrators who want to unlock the full potential of their Zendesk environment by gaining a deeper understanding of Zendesk’s advanced customization options.

What you will learn

• Customize ticket channels such as Email, Twitter, Facebook, and Web-Widget
• Add business rules to create a more effective and automated Zendesk environment
• Use Zendesk apps to add more functionality to the Zendesk setup
• Extend Zendesk with JIRA and Salesforce
• Create custom metrics within GoodData in order to set up customized and automated reports
• Learn how to secure and troubleshoot Zendesk

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What do you get with Print?

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Paperback book shipped to your preferred address

Download this book in EPUB and PDF formats

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What is the delivery time and cost of print books?

Shipping Details

USA:

Economy: Delivery to most addresses in the US within 10-15 business days

Premium: Trackable Delivery to most addresses in the US within 3-8 business days

UK:

Economy: Delivery to most addresses in the U.K. within 7-9 business days.
Shipments are not trackable

Premium: Trackable delivery to most addresses in the U.K. within 3-4 business days!
Add one extra business day for deliveries to Northern Ireland and Scottish Highlands and islands

EU:

Premium: Trackable delivery to most EU destinations within 4-9 business days.

Australia:

India:

Premium: Delivery to most Indian addresses within 5-6 business days

Rest of the World:

Premium: Countries in the American continent: Trackable delivery to most countries within 4-7 business days

Asia:

Premium: Delivery to most Asian addresses within 5-9 business days

Unfortunately, due to several restrictions, we are unable to ship to the following countries:

Afghanistan
American Samoa
Belarus
Brunei Darussalam
Central African Republic
The Democratic Republic of Congo
Eritrea
Guinea-bissau
Iran
Lebanon
Libiya Arab Jamahriya
Somalia
Sudan
Russian Federation
Syrian Arab Republic
Ukraine
Venezuela

LV_ Nov 09, 2017

Best book available on this topic. I read the one from o'reilly, which just touches the surface. Recommend it to anyone who wants to setup efficient customer support through Zendesk. The author describes every essential part of a powerful Zendesk setup and how it works in enough detail. He manages to deliver high quality knowledge on planing and choosing the right strategy, figuring out relevant functionalities and underlining it with convincing case studies.I am an experienced Zendesk admin and reading this book I learned a lot how to improve our system. Thanks for the great book. Keep up the good work!

Amazon Verified review

General Plato Aug 25, 2017

Good because there is so little available on Zendesk. Would love to have a dozen books to compare it with.

Zaa Jul 27, 2017

This book is a bit of a disappointment.If you are just getting started with Zendesk, this book will be quite valuable. The ideas behind mapping out support processes, and laying the groundwork within Zendesk are very useful. It took me several years to get our instance running right, and a guide like this would have been of great use. Even as an experienced Zendesk admin, I found some good tips and tickets in this book.That said, I am a seasoned Zendesk admin, well versed in triggers, automation, creating custom fields/forms, and with a decent understanding of Insights. Really I wanted this book for creating custom metrics, and it falls flat on its face in this topic. What is clearly a huge topic receives only 6 or so pages of attention, and no real guidance on creating a custom metric.All told, this book should probably have a different title, as "Mastering Zendesk" makes me think of something different than this book provides.

Mastering Zendesk: Master the art of providing effective IT services to your customers by leveraging Zendesk

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