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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

Summary

In this chapter, you learned about fields in Zendesk. You learned about the general purpose of fields and how we can create and utilize the custom user, ticket, and organization fields. You now know their overall place in our Zendesk setup and what to keep in mind when planning and adding custom fields.

In the next chapter, you will learn about different ticket channels and how to set them up properly. We will use our ExampleComp road map to continue the journey of our Zendesk customization.

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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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