Maria Herrmann holds a Masters degree in Language and Communication, leading her to work as an online editor, technical translator, and communication strategist in companies with an international background. For the last few years she has been working in the customer service department of an international technology start-up in Germany − setting up, administrating, and troubleshooting a multilingual Zendesk environment, including: processing large amounts of incoming tickets by using complex triggers and automations for several channels, creating custom macros and applications, producing statistics to improve performance, and designing and implementing a help center.
Firstly, my appreciation goes to the author himself, with whom I have worked on numerous tasks and projects. Discussing, implementing, and finally seeing ideas come to life in Zendesk is a very fulfilling process and I am convinced that this book will help the reader achieve this goal exactly. Secondly, I am more than grateful to my husband and daughter who made it possible for me to dedicate the necessary time to review this book − thus helping to make it as good as possible for the reader.
