May 2014
Beginner to intermediate
196 pages
5h 17m
English
Content preview from Practical Zendesk Administration, 2nd EditionBecome an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
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Chapter 1. Introduction to Zendesk
Zendesk is a customer service solution that is designed to be beautifully simple, and is used by many of the world’s largest organizations to provide support to their customers. It’s a Software-as-a-Service (SaaS) product, which means that your organization will pay a monthly fee for every registered member of your support team using the product. Zendesk will take care of the hosting for you, as well as the other logistics of running a complex website, which allows you to focus on the important tasks—such as providing great support to your customers.
In this book we use the phrase Zendesk instance, which refers to the Zendesk environment of your organization, and presumably the environment you’ll be administering. Unless your organization is very large, you will typically have one Zendesk instance. The domain name of the instance will be something like mycompany.zendesk.com. That is one Zendesk instance, and all of the settings discussed in this book can be applied to that instance.
Explanation of the Zendesk Plans
There are five different Zendesk plans, the features of which will be applied to your entire Zendesk instance:
- Starter
- The name of this plan suggests that it’s well suited to customers just getting started with Zendesk, which is true, but it’s also a great fit for smaller shops with limited customization needs for the product. The total cost for this plan is $1/month for each agent (if billed annually) or $2/month for each agent (if billed ...
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.