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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

Chapter 9. Troubleshooting Zendesk

Almost every time we customize a system, it becomes more complex and therefore prone to error. When it comes to Zendesk, troubleshooting mainly consists of identifying the cause of unexpected behavior or dealing with overall performance issues.

While Zendesk's own support is great and will, most likely, locate and fix the problem for you, troubleshooting Zendesk yourself can save time and further your understanding of your setup.

In this chapter, we will highlight some of the most common issues and troubleshooting techniques. You will learn how to isolate problems and fix them accordingly.

The following topics will be covered in this chapter:

  • Troubleshooting performance issues

  • Troubleshooting business rules 

  • Troubleshooting Zendesk apps

  • Zendesk support

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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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