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Mastering Zendesk

You're reading from  Mastering Zendesk

Product type Book
Published in Jan 2017
Publisher Packt
ISBN-13 9781786461049
Pages 412 pages
Edition 1st Edition
Languages
Concepts
Author (1):
Cedric F. Jacob Cedric F. Jacob
Profile icon Cedric F. Jacob
LinkedIn
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.
See other products by Cedric F. Jacob

Table of Contents (17) Chapters

Mastering Zendesk
Credits
About the Author
About the Reviewer
www.PacktPub.com
Customer Feedback
Preface
1. Configuring Your Own Zendesk 2. Agent Roles, Groups, Organizations, and User Tags 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

Zendesk Insights/GoodData

Before we start creating our own reports, let us go through the overall structure and the corresponding terminology first.

Zendesk refers to Insights as a science lab for data. It allows us to examine our data more closely. Zendesk Insights is powered by GoodData, an external service. GoodData receives our Zendesk data and provides the functionality to create more complex reports, which are then embedded within our Zendesk environment.

When enabling Insights in Zendesk, we automatically receive access to a GoodData account. As this account is automatically linked with our Zendesk account, we do not have to worry about an initial setup.

Our GoodData project contains dashboards, which are divided into tabs. Each of the tabs is populated with reports.

For instance:

One of our prebuilt dashboards is the "Insights" dashboard. This dashboard contains tabs like these:

  • Overview

  • Tickets

  • Satisfaction

  • Prediction

  • Efficiency

  • Agent Activity

  • SLAs

If we want to, we can create...

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Authors (1)

Profile icon Cedric F. Jacob
LinkedIn
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.
See other products by Cedric F. Jacob

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