Download e-book for kindle: Practical Zendesk Administration: Best practices for setting by Stafford Vaughan

By Stafford Vaughan

ISBN-10: 1449343643

ISBN-13: 9781449343644

Enforcing Zendesk as a part of your company's operations could be a time-consuming approach. during this hands-on advisor, writer Stafford Vaughan offers the main finished set of top practices for developing and utilizing Zendesk, distilled from years of educating businesses how one can release this well known customer support software program. you are going to research the aim, advantages, and pitfalls of every Zendesk characteristic, with examples of the way you could configure it to check your company's wishes and methods. via a number of real-world examples, you will additionally detect how different businesses use the product, so that you can make certain how top to place Zendesk's power into perform on your enterprise.

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Otherwise you’ll receive a mes‐ sage that the CNAME has not been set up properly, and you’ll need to check your settings and wait longer. If you’re on either the Plus or Enterprise plan and using SSL on your Zendesk instance—which is something that I strongly encourage you to do—you should read “Secure Sockets Layer (SSL)” (page 36) later in this book. That chapter explains how to set up SSL on a custom domain name, which will ensure that Zendesk does not revert to the default URL when using a secure connection.

The opposite can also be true—you might be trying to email the whole Blue Skies Support team, but all you see in your address book is “Erin”. com) for system notifications not related to a specific ticket or agent. To use this feature, in addition to enabling the “Personalized email replies” option in the Email section of the Channels administration page, the administrator must also make a minor change on their company’s email server. com email address. In other words, both incoming email address‐ es should forward to the same place, which will update your tickets when an email is received.

Com in this example. Personalized Email Replies By default, the sender name of email notifications will be the same as the name you’ve given to your Zendesk instance. Some customers find this to be a little bit impersonal because, after all, the support experience should be with a real person and not an in‐ animate customer service tool. info | 23 To ensure the most personalized experience for your customers, Zendesk has a feature named Personalized email replies. This very simple feature will change the sender name of outgoing emails to be the name of the agent who triggered the notification.

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Practical Zendesk Administration: Best practices for setting up your customer service platform by Stafford Vaughan


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