Zendesk Administrator Exam - Section 6; Security and Data Persistence

Zendesk Administrator Exam 2023-2024 - Section 6; Security and Data Persistence Zendesk Sandbox - ANSWER A stand alone instance of your Zendesk based on your current settings, including account name, branding, localization, and agents. Use the sandbox for testing triggers, automations, etc. without effecting production environment. Zendesk open support instance - ANSWER Anyone can see your help center and submit requests. You have two options for setup of users: registered (verified) and non registered When and agent leaves you can reassign their tickets two ways - ANSWER 1. Manually reassign each ticket 2. Bulk reassign each ticket Admin>manage>people>select assigned tickets SSL for Zendesk - ANSWER Secure Socket Layer is an a encryptions protocol that ensures secure communications with your help center. SSL is enabled by default for all Zendesk.com sub domains. Zendesk EV Indicator - ANSWER Zendesk indicates SSL to through customers browser by https (HTTP Secure) ad by a padlock icon in address bar. If you create your own sud domain (example support.modcam.com instead of modcam.zendesk.com) the SSL no longer applies What are the 3 "ways" you can configure you Zendesk Support Instance for access? - ANSWER Restricted, open, or closed Unverified/Unregistered Users in Zendesk and example - ANSWER Users that are not prompted to verify their email addresses. This could be a recommended solution for email only support or instances where do not want users visiting the help center. If ticket is submitted than the user does not have to verify email rather gets email notification that the request has been received Registered Users in Zendesk and example - ANSWER Registered users have verified their email address and users accounts have been created. They can either be verified when submitting a ticket and confirming their email address or you the administrator can create their user account. Help Center Sign in - ANSWER The help center will still give users the option of registering and creating a login to use your help center. This could modified to hide the sign up/login pages. Registered users submits a ticket with out signing in - ANSWER The ticket is flagged in order to point out potential risk of someone impersonating a user in an "open" Zendesk support instance How to handle flagged tickets - ANSWER 1. Ignore the notice if everything is okay with ticket. You cannot remove the flag. 2 If you are concerned you can raise attention to your manager to consider suspending the user What happens if a user is suspended in Zendesk - ANSWER 1. They can no longer sign in. 2. Any new support requests you receive from that user are sent to the suspended tickets queue Suspending permissions for Agent and Administrator - ANSWER Agents can suspend end users and administrators can suspend both agents and end users. Note: A suspended agent still takes up a seat in Zendesk..for them to not they have to be downgraded to end user status. Where do you go to allow anyone to submit tickets with no registration required? - ANSWER Admin>settings>customers>Anybody can submit tickets> Do NOT select: Ask Users to Register. (Save) Restricted Zendesk Access - ANSWER Help Center is visible to all. Users but only users with email addresses in domains that you approve can register and submit support requests. Any unproved users tickets will be sent to Suspended queue or completely rejected. Where to setup restricted access in Zendesk - ANSWER Admin> Settings> Customers> Anybody can submit tickets> Blacklisted users access in Help Center - ANSWER Zendesk will prevent users on the black list from registering for an account at the help center. "Users with the email address are not allowed to sign up for this help desk" Whitelist - ANSWER Domains that you are allowing to register and submit tickets Blacklist - ANSWER You can use the * to imply all domains but specified whitelisted domains. You can enter specific email address or domain names. You