Zendesk® User's Guide

Zendesk? User's Guide

Last update: January 31, 2012

Anton de Young, Zendesk Inc.

2 | Zendesk User's Guide | Introduction

Notice

Copyright and trademark notice

? Copyright 2009?2012 Zendesk, Inc. All rights reserved. Zendesk? User's Guide The information in this document is furnished for informational use only, is subject to change without notice, and should not be construed as a commitment by Zendesk, Inc. Zendesk, Inc. assumes no responsibility or liability for any errors or inaccuracies that may appear in this document. The software described in this document is furnished under license and may only be used or copied in accordance with the terms of such license. Zendesk is a registered trademark of Zendesk, Inc. All other trademarks are the property of their respective owners. Zendesk - 989 Market St, Ste 300 - San Francisco - CA 94103 - USA

4 | Zendesk User's Guide | Copyright and trademark notice

Zendesk User's Guide | TOC | 5

Contents

Preface: Welcome to the Zendesk User's Guide................................xiii

Chapter 1: Zendesk glossary................................................................ 15

Chapter 2: Help desk basics..................................................................27

Understanding help desk user roles............................................................................................ 28 End-users, or customers.................................................................................................. 28 Agents, admins, account owner...................................................................................... 28 User references in business rules.................................................................................... 30

About organizations and groups................................................................................................. 31 Organizations and groups defined.................................................................................. 31 End-users and organizations........................................................................................... 31 Agents and groups...........................................................................................................32 How groups support organizations................................................................................. 33 How to use your organizations and groups.....................................................................33 Admin and agent roles for users, groups, and organizations.......................................... 34

Streamlining the help desk workflow......................................................................................... 35 Ticket handling shortcuts................................................................................................ 35 Triggering actions when tickets are created or updated..................................................36 Using time to streamline workflow.................................................................................38 Using ticket events to notify external targets..................................................................39 Using tags to manage workflow..................................................................................... 39

About searching the help desk.................................................................................................... 40 Security best practices.................................................................................................................43

1. Increase password security......................................................................................... 43 2. Never give out user names, email addresses, or passwords........................................43 3. Limit the number of agents with administrator access............................................... 44 4. Routinely audit your Zendesk account....................................................................... 44 5. Remotely authenticate users with single sign-on........................................................44 6. Restrict access to your help desk using IP restrictions............................................... 45 7. Turn SSL on for your account.................................................................................... 45

Chapter 3: Managing people................................................................ 47

Adding and managing users........................................................................................................48 Adding end-users............................................................................................................ 48 Adding agents................................................................................................................. 48 Adding admins................................................................................................................ 49 Promoting an agent to the admin role............................................................................. 50 Assigning an admin to account owner............................................................................ 50 How end-users add themselves to the help desk.............................................................50 Editing and deleting users............................................................................................... 51 Multiple email addresses for user accounts.................................................................... 51 Merging a user's duplicate account................................................................................. 51 Assuming a user.............................................................................................................. 52

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