What this book covers
Chapter 1, Configuring Your Own Zendesk, covers the basic Zendesk setup before moving on to the evaluation process of individual requirements and the creation of a customization roadmap.
Chapter 2, Agent Roles, Groups, Organizations, and User Tags, covers some of the most basic Zendesk components including roles, groups, organizations, and user tags. Each component is explained and put into context for later use.
Chapter 3, Creating Custom Fields, gives a detailed look at Zendesk fields before moving on to the creation of custom fields and what they can be used for.
Chapter 4, Setting Up Multiple Ticket Channels, covers the idea behind Zendesk channels, what channels are available to us, what they can be used for, and how to set them up according to our roadmap.
Chapter 5, Customizing Business Rules and Ticket Escalation, gives a detailed look at Zendesk's business rules. It covers their structure and components, how existing business rules work, and how to create our own custom solutions.
Chapter 6, Integrating and Extending Zendesk, covers custom apps and how we can create them to add more functionality to our Zendesk setup. It then moves on to show in great detail how Zendesk can be integrated and extended utilizing third party tools such as JIRA and Salesforce.
Chapter 7, Advanced Reporting and Insights via GoodData, gives a quick overview about Zendesk's very own reporting capabilities, before moving on to the creation of more sophisticated reports utilizing GoodData.
Chapter 8, Security Settings and SSO, covers Zendesk's general security settings alongside best practice recommendations for practical application. It then moves on to the available Single Sign-on options and how to set them up correctly.
Chapter 9, Troubleshooting Zendesk, consists of a quick troubleshooting guide covering general performance issues, faulty business rules, and issues with custom apps.
Chapter 10, Zendesk Tips and Tricks, offers a compilation of tips and tricks regarding business rules, roles, views, reporting, and Zendesk apps. This chapter focuses on thinking outside of the box.
