Preface

Zendesk is one of the leading cloud-based customer service solutions, favored by many due to its simple yet beautiful design, ease of use, efficiency, flexibility, and low cost of ownership. Behind its simplicity lies an array of features, allowing its customers to create complex workflows for small and large businesses alike.

If you're a Zendesk administrator and are eagerly waiting to dive into advanced-level concepts, then this book is for you as it aims to explore Zendesk's palette of features, with a strong focus on customization.

We look at core functionalities such as managing users, groups, and organizations. We take a close look at creating custom fields, setting up channels and adding our own business rules. Before we go on to review Zendesk's extension and integration capabilities by connecting JIRA and Salesforce to create a larger ecosystem of tools, we take a short dive into programming our own Zendesk apps. Towards the end, we not only emphasize security and troubleshooting aspects, but also provide tips and tricks to create a more efficient support environment.