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Mastering Zendesk

You're reading from Mastering Zendesk Master the art of providing effective IT services to your customers by leveraging Zendesk

Product type Paperback

Published in Jan 2017

Publisher Packt

ISBN-13 9781786461049

Length 412 pages

Edition 1st Edition

Tools

Zendesk

Concepts

CRM

Author (1):

Cedric F. Jacob

View More author details

Table of Contents (11) Chapters

Preface

1. Configuring Your Own Zendesk

2. Agent Roles, Groups, Organizations, and User Tags FREE CHAPTER

3. Creating Custom Fields

4. Setting Up Multiple Ticket Channels

5. Customizing Business Rules and Ticket Escalation

6. Integrating and Extending Zendesk

7. Advanced Reporting and Insights via GoodData

8. Security Settings and SSO

9. Troubleshooting Zendesk

10. Zendesk Tips and Tricks

Summary

In this chapter, you learned about Zendesk's integration and extension capabilities, the Marketplace, how to utilize its apps, and how to create a custom app using the ZAT. We also tackled two of the most complex integrations–JIRA and Salesforce.

In the next chapter, you will learn about advanced reporting options utilizing GoodData as well as Zendesk's new tool called bime.

The rest of the chapter is locked

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Authors (1)

Cedric F. Jacob

Cedric F. Jacob

Cedric F. Jacob, before starting his own business as a customer service consultant, writer, and Zendesk admin for international companies, began his career as a customer service representative, from where he progressed to senior, team leader, and management roles. Working for clients such as Runtastic and Lovoo, he focuses on creating highly customized, scalable structures, utilizing his acquired customer service experience and broader passion for IT, which ranges from software and game development all the way to cyber security and hardware.

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