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Product training 2 - Admin Center & Business Rules

Diego Ayón
Updated

The Admin Center is where we can configure and adjust a lot of the configurations. It is split into different groups and each houses similar settings that are all associated with each other. It provides a central location for managing global cross product settings. admins have different access compared to agents, but ahve a unique view based on their permissions. 

  1. Account - In here you can configure your account, name, and also look into billing, security, audit log.
  2. People - team management, user and organization fields, people of the account, role creation.
  3. channels - support addresses, ways to connect with customers, from email and voice to messaging 
  4. workspace - settings related to how an agent works, views, macros, managing how team members use zendesk
  5. object rules - tickets, triggers 
  6. apps and integrations - download custom apps, set up APIs, connections outside of zendesk.
 
*Legacy Plan Levels, it is a plan that we no longer offer and cannot be bought, but some customers still are in those plans. They are not on a suite.*
 
Key Points: 
  • A brand is how your help center is configured. 
    • up to 5 in professional plan, enterprise 200
  • Audit log is only available on enterprise plans 
  • Two account types when looking at subscription
    • Self-service means that the customer can go in and update their subscription on their own.
    • Managed account, account executive is the only one who can change their billing. So if a customer wants to upgrade or change their agent seats, they have to go through their AE.
  • Sandbox is only on enterprise level 
  • 3 base roles:
    • End users
    • Agents
    • Admins
  • light agent is, is it's like an agent that doesn't take up an agent seat, so it's a free agent. they have limited permissions in what they can access. They can't make public comments, they can only make internal notes, they can't change ticket fields, they can't modify things in your account, they don't have access to any settings, they're just meant to be kind of like a viewer.
  • You can create an IVR tree inside Zendesk Talk (IVR - Interactive Voice Response is an automated telephone system that allows callers to interact with a computer system to receive information using voice commands or keypad inputs)
  • Mobile SDK is where you as a client can create an app to connect directly to zendesk
  • You cannot report on wildcard values (fields created for forms)
 

 
Business rules 
Business rules are predefined actions that are applied to tickets to modify them. They can also be automated like triggers and automations, or manual activated like macros. We have 4 business rules: 
- macros are prepared response or action that an agent can manually apply when they are creating or updating tickets. Macros contain actions that can update ticket properties.
- triggers are rules that run immediately after a ticket is created or updated and automatically performs actions if specified conditions are met.
- automations are similar to triggers but they are time based, hey take action when a time-event occurs, not immediately after a ticket is created or updated.
- SLAs is the time you define agents need to answer tickets. time based metric
 
  1. Triggers
best practice is to always have a condition trigger for a created or updated ticket. Conditions need to be met for it to fire.
Difficulty comes in that triggers can sometimes have a lot of conditions in them, and they can get kind of complex in understanding what's happening. That's why we have that rule, where it's best to have the least amount of conditions possible for your business rule. That just helps prevent that kind of problems in the back end.
When your triggers fire, they fire in the order that you have them in your trigger list, they'll start at the top and work their way down. They fire until one of those triggers actually is successful and fires, and then it goes back to the top of your list. It's called the trigger cycle. 
Here is the visual representation of the trigger cycle: 

2. Automations

Run once every hour on all non-closed tickets (It always runs on every hour, that timing cannot be modified). They fire on all tickets where conditions are met. Unlike Triggers, Automations do not recycle to the beginning again when one is fired. 
Automations need a nullifying condition to prevent the automation from firing more than once.

 

3. SLAs

An SLA, or service level agreement, is a written agreement that defines standards for support—in short, a customer service guarantee. This could refer to the quality, availability, or timeliness of the service being provided.

There has to be a value in the priority field in order for your SLA timers to run.

 

 

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