ZENDESK ADMINISTRATOR EXAM- SECTION 6:
SECURITY AND DATA PERSISTENCE
Zendesk Sandbox - Answers-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 - Answers-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 - Answers-1. Manually
reassign each ticket
2. Bulk reassign each ticket
Admin>manage>people>select assigned tickets
SSL for Zendesk - Answers-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 - Answers-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? -
Answers-Restricted, open, or closed
Unverified/Unregistered Users in Zendesk and example - Answers-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 - Answers-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 - Answers-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 - Answers-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 - Answers-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 - Answers-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 - Answers-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? -
Answers-Admin>settings>customers>Anybody can submit tickets> Do NOT select: Ask
Users to Register. (Save)
Restricted Zendesk Access - Answers-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.
What is Rejected email in Zendesk? - Answers-When an email skips suspension and is
out right rejected. These cannot be recovered either
What are some reasons you would have an email rejected? - Answers-1. The email is
spam. Has to have 99% or higher rating of "chance of being spam"
2. You have blacklisted the email address or domain.
What are some reason an email suspended? - Answers--the sender is not allowed to
create or update a ticket
-the sender is not a person
-the email failed DMARC authentication
-automatic email processing failed
-automated response mail (used if a header indicates message is auto generated of any
kind)
-detected as email loop
-detected as spam (with probability lower than 90%
-email address is a 'no reply' address
-end user only allowed to update their ow tickets (cc)
-email is too large
-Malware detected
SECURITY AND DATA PERSISTENCE
Zendesk Sandbox - Answers-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 - Answers-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 - Answers-1. Manually
reassign each ticket
2. Bulk reassign each ticket
Admin>manage>people>select assigned tickets
SSL for Zendesk - Answers-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 - Answers-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? -
Answers-Restricted, open, or closed
Unverified/Unregistered Users in Zendesk and example - Answers-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 - Answers-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 - Answers-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 - Answers-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 - Answers-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 - Answers-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 - Answers-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? -
Answers-Admin>settings>customers>Anybody can submit tickets> Do NOT select: Ask
Users to Register. (Save)
Restricted Zendesk Access - Answers-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.
What is Rejected email in Zendesk? - Answers-When an email skips suspension and is
out right rejected. These cannot be recovered either
What are some reasons you would have an email rejected? - Answers-1. The email is
spam. Has to have 99% or higher rating of "chance of being spam"
2. You have blacklisted the email address or domain.
What are some reason an email suspended? - Answers--the sender is not allowed to
create or update a ticket
-the sender is not a person
-the email failed DMARC authentication
-automatic email processing failed
-automated response mail (used if a header indicates message is auto generated of any
kind)
-detected as email loop
-detected as spam (with probability lower than 90%
-email address is a 'no reply' address
-end user only allowed to update their ow tickets (cc)
-email is too large
-Malware detected
