Practical Zendesk Administration 2ed

Implementing Zendesk as part of your company’s operations can be a time-consuming process. This hands-on guide helps you shorten the process considerably, with best practices distilled from the authors’ years of training companies how to set up and use Zendesk. You’ll learn the purpose, benefits, and pitfalls of each Zendesk feature, with examples of how you can configure it to match your company’s needs and processes. And through real life examples of how other customers use the product, you can determine how best to put Zendesk into practice. Customize your Zendesk customer service tool with your brand Create tickets using email, voice, chat, feedback tabs, and social media Implement security measures, including safe login from social media sites Generate profiles and permissions for your Zendesk customers, agents, and administrators Understand the data capture lifecycle, and control fields your customers need to fill out Apply techniques for making your agent process more efficient Modify Zendesk to reflect your existing customer service process Use forums to provide self-service support for your customers Configure Zendesk while you read this book

Author Biography

Stafford Vaughan started computer programming at an early age. He grew up near Sydney, Australia, and found his first job at CustomWare, a software services company that specializes in the technology of fast growing software companies. In his time at CustomWare, Stafford has personally established the training departments of several companies, including Zendesk, Atlassian, and GoodData, and authored several of the official training programs for software products including Zendesk, JIRA, Confluence, GreenHopper, and GoodData. As an educator, Stafford has delivered training sessions to more than a thousand organizations in 15 countries, including NASA, the Pentagon, the United Nations in Geneva, Harvard University, Stanford Graduate School of Business, Groupon, the US Department of Commerce, Sun Microsystems, and Wells Fargo Bank. Stafford holds a Bachelor of Software Engineering degree from the University of Newcastle, he is a CompTIA Certified Technical Trainer (CTT+), a Sun Certified Programmer for the Java 2 Platform (Standard Edition 5.0), a Microsoft Certified Application Specialist (PowerPoint 2007), and an Adobe Certified Expert (Photoshop CS5). Stafford currently lives in San Francisco and works in Silicon Valley. In his spare time he is a keen hiker and serves as a volunteer mentor at the San Francisco SPCA.