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,
O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.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.
Chapter 2. Initial Setup
Every Zendesk instance has a set of features that you’ll need to configure once, and a set of features that you’ll configure on an ongoing basis. This chapter deals primarily with the former, and covers most of the options that you’ll choose during the very early phases of your implementation, and generally will not need to change afterward.
Some of the topics in this chapter—especially the email and domain name setup—may require assistance from teams other than your own, so it’s best to get in early and configure these features now, even if you haven’t fully defined your business process.
Creating a Sandbox
Before you start the configuration of any Zendesk environment, it’s important to understand that for every Zendesk instance on the Plus or Enterprise plans, there is another instance known as a sandbox. In a nutshell, the sandbox is an environment for testing, learning, and making mistakes. We mention the sandbox at this point in the book because it’s something that you’ll probably want to use as you follow along with the topics in the book and start to configure your own environment. It’s not possible to transfer the settings from your sandbox environment directly to your production environment, but after learning how to use each of the features covered in this book, you should find it fairly simple to repeat the configuration. I also find that it’s best to complete your configuration in the sandbox environment and confirm that all features are working ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
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.