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Home > Programming > CRM > Mastering Zendesk
Mastering Zendesk
Mastering Zendesk

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

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Profile Icon Cedric F. Jacob
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Mex$631.99 Mex$902.99
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eBook Jan 2017 412 pages 1st Edition
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Mastering Zendesk

Chapter 2. Agent Roles, Groups, Organizations, and User Tags

When it comes to working with an environment such as Zendesk, which was built to communicate with millions of customers, it is absolutely crucial to understand how we can manage our user accounts and their tickets without losing track of our processes. However, even when working with a smaller customer base, keeping scalability in mind, we should apply the same diligence when it comes to planning our agent roles, groups, organizations, and user tags.

Not only do we allow more efficient workflows to be planned and added in the future, but a carefully planned setup of your agent roles, groups, organizations, and user tags will also enable us to create more detailed and meaningful performance reports.

That is why, in this chapter, we will examine each of the options provided by Zendesk and dissect their individual capabilities. We will review where these options fit in our overall setup and how we can implement our desired...

Users/agents

In Zendesk, agents are just like end users and are classified as users. Both can be located in the same pool of listed accounts. The difference, however, can be found in the assigned role. The role defines what a user can or cannot do. The end users, for example, do not possess the necessary rights to log in to the actual helpdesk environment. Easily enough, the role for end users is called end-user.

Note

In Zendesk, users are also referred to as people. Both are equivalent terms. The same applies to the two terms end-users and customers.

You can easily access the whole list of users by following these two steps:

  1. Click on the Admin icon (gear symbol) located in Zendesk's sidebar.
  2. Click on People located under MANAGE within the admin menu:

Users/agents

Unlike for end-users, there are a few different roles that can be assigned to an agent. Out of the box, Zendesk offers the following options:

  • Agent/Staff
  • Team leader
  • Advisor
  • Administrator

While the agent and staff roles come with the necessary...

Groups

Groups, unlike organizations, are only meant for agents and each agent must be at least in one group. Groups play a major role when it comes to support workflows and they can be used in many different ways. How to use groups becomes apparent when planning your support workflow.

In our case, we have four types of support tickets:

  • Tier 1 Support
  • Tier 2 Support
  • VIP Support
  • Internal Support

Each type of ticket is supposed to be answered by specific agents only. In order to achieve this, we can create one group for each type of ticket and later assign these groups to our agents accordingly.

In order to review and edit already existing groups, simply follow these steps:

  1. Click on the Admin icon (gear symbol) located in Zendesk's sidebar.
  2. Click on People located under MANAGE within the admin menu.
  3. Click on groups located under the search bar within the main area:

    Groups

As per our example, we will need four groups. In order to add a new group, simply follow these steps:

  1. Click on the Admin icon (gear...

Organizations

Organizations can be very helpful when managing workflows, though there is no imperative need to associate end-users with an organization. Therefore, we should ask ourselves this: do we need to use organizations to achieve our desired workflows?

Before we can answer this question, let's have a look at how organizations work in Zendesk.

When creating an organization within Zendesk, you may choose one or more domains associated with that organization. As soon as an end-user creates a ticket using an e-mail address with that specific domain, the user is added to that organization.

There are a few more things you can set within an organization. So let's have a quick look at all the available options.

In order to add a new organization, simply follow these steps:

  1. Click on the Admin icon (gear symbol) located in Zendesk's sidebar.
  2. Click on People located under MANAGE within the admin menu.
  3. Click on organization located at the top of the main area (next to add):

Organizations

When adding...

User tags

To understand user tags, we need to understand how Zendesk utilizes tags and how they can help us.

Tags can be added for users, organizations, and tickets, while user tags and organization tags will be ultimately applied to tickets when they are created.

For instance, if a user is tagged with the vip tag, all their tickets will subsequently be tagged with the vip tag as well.

User tags

We can then use that tag as a condition in our business rules.

But how can we set user tags without having to do some manually?

This is a very important question. In our flowchart, we require the knowledge whether a customer is in fact a VIP user in order for our business rules to escalate the tickets according to our SLA rules. Let's have a quick look at our plan from Chapter 1, Configuring Your Own Zendesk:

  • We could send VIP information via Support Form
  • We could use SSO and set the VIP status via a user tag
  • We could set the user tag via API when the the subscription is bought

In our first option, we would...

Users/agents

In Zendesk, agents are just like end users and are classified as users. Both can be located in the same pool of listed accounts. The difference, however, can be found in the assigned role. The role defines what a user can or cannot do. The end users, for example, do not possess the necessary rights to log in to the actual helpdesk environment. Easily enough, the role for end users is called end-user.

Note

In Zendesk, users are also referred to as people. Both are equivalent terms. The same applies to the two terms end-users and customers.

You can easily access the whole list of users by following these two steps:

  1. Click on the Admin icon (gear symbol) located in Zendesk's sidebar.

  2. Click on People located under MANAGE within the admin menu:

Unlike for end-users, there are a few different roles that can be assigned to an agent. Out of the box, Zendesk offers the following options:

  • Agent/Staff

  • Team leader

  • Advisor

  • Administrator

While the agent and staff roles come with the necessary permissions...

Groups

Groups, unlike organizations, are only meant for agents and each agent must be at least in one group. Groups play a major role when it comes to support workflows and they can be used in many different ways. How to use groups becomes apparent when planning your support workflow.

In our case, we have four types of support tickets:

  • Tier 1 Support

  • Tier 2 Support

  • VIP Support

  • Internal Support

Each type of ticket is supposed to be answered by specific agents only. In order to achieve this, we can create one group for each type of ticket and later assign these groups to our agents accordingly.

In order to review and edit already existing groups, simply follow these steps:

  1. Click on the Admin icon (gear symbol) located in Zendesk's sidebar.

  2. Click on People located under MANAGE within the admin menu.

  3. Click on groups located under the search bar within the main area:

As per our example, we will need four groups. In order to add a new group, simply follow these steps:

  1. Click on the Admin icon (gear symbol...

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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

Product Details

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Publication date : Jan 13, 2017
Length: 412 pages
Edition : 1st
Language : English
ISBN-13 : 9781786462565
Category :
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Concepts :
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Tools :
Zendesk

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Publication date : Jan 13, 2017
Length: 412 pages
Edition : 1st
Language : English
ISBN-13 : 9781786462565
Category :
Programming
Concepts :
CRM
Tools :
Zendesk

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Mastering Zendesk
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  • Paperback Paperback Mex$1128.99
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Table of Contents

10 Chapters
1. Configuring Your Own Zendesk Chevron down icon Chevron up icon
1. Configuring Your Own Zendesk
The Zendesk environment
The basic Zendesk setup
Evaluating individual requirements
Summary
2. Agent Roles, Groups, Organizations, and User Tags Chevron down icon Chevron up icon
2. Agent Roles, Groups, Organizations, and User Tags
Users/agents
Groups
Organizations
User tags
Importing existing user databases
Summary
3. Creating Custom Fields Chevron down icon Chevron up icon
3. Creating Custom Fields
What are fields in Zendesk?
Creating custom fields
Summary
4. Setting Up Multiple Ticket Channels Chevron down icon Chevron up icon
4. Setting Up Multiple Ticket Channels
What are channels?
Setting up Zendesk channels
Summary
5. Customizing Business Rules and Ticket Escalation Chevron down icon Chevron up icon
5. Customizing Business Rules and Ticket Escalation
What are Business Rules?
Triggers versus automations
Triggers in detail
Automations in detail
Custom ticket views
Service Level Agreements
Summary
6. Integrating and Extending Zendesk Chevron down icon Chevron up icon
6. Integrating and Extending Zendesk
Zendesk apps
JIRA integration
Salesforce integration
Summary
7. Advanced Reporting and Insights via GoodData Chevron down icon Chevron up icon
7. Advanced Reporting and Insights via GoodData
Reports in Zendesk
The Zendesk's reporting overview
Zendesk Insights/GoodData
Summary
8. Security Settings and SSO Chevron down icon Chevron up icon
8. Security Settings and SSO
Security settings and best practice
In case of a breach
Summary
9. Troubleshooting Zendesk Chevron down icon Chevron up icon
9. Troubleshooting Zendesk
Troubleshooting performance issues
Troubleshooting business rules
Troubleshooting Zendesk apps
Contacting Zendesk support
Summary
10. Zendesk Tips and Tricks Chevron down icon Chevron up icon
10. Zendesk Tips and Tricks
Business rules
Roles and views
Reporting
Zendesk apps
Summary

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Customer reviews

Rating distribution
Full star icon Full star icon Full star icon Full star icon Empty star icon 4
(3 Ratings)
5 star 33.3%
4 star 33.3%
3 star 33.3%
2 star 0%
1 star 0%
LV_ Nov 09, 2017
Full star icon Full star icon Full star icon Full star icon Full star icon 5
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 Amazon
General Plato Aug 25, 2017
Full star icon Full star icon Full star icon Full star icon Empty star icon 4
Good because there is so little available on Zendesk. Would love to have a dozen books to compare it with.
Amazon Verified review Amazon
Zaa Jul 27, 2017
Full star icon Full star icon Full star icon Empty star icon Empty star icon 3
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.
Amazon Verified review Amazon

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About the author

Profile icon 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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