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Mastering Zendesk

You're reading from Mastering Zendesk Master the art of providing effective IT services to your customers by leveraging Zendesk

Product type Paperback

Published in Jan 2017

Publisher Packt

ISBN-13 9781786461049

Length 412 pages

Edition 1st Edition

Tools

Zendesk

Concepts

CRM

Author (1):

Cedric F. Jacob

View More author details

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 FREE CHAPTER

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

The rest of the chapter is locked

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Authors (1)

Cedric F. Jacob

Cedric F. Jacob

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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