Zendesk Administrator Exam- Section 6:
Security and Data Persistence Exam
Zendesk Sandbox
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
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
1. Manually reassign each ticket
2. Bulk reassign each ticket
Admin>manage>people>select assigned tickets
SSL for Zendesk
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
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?
Restricted, open, or closed
Unverified/Unregistered Users in Zendesk and example
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
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
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
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
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
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
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?
Admin>settings>customers>Anybody can submit tickets> Do NOT select: Ask Users to Register. (Save)
Restricted Zendesk Access
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
Admin> Settings> Customers> Anybody can submit tickets>
Blacklisted users access in Help Center
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
Domains that you are allowing to register and submit tickets
Blacklist
You can use the * to imply all domains but specified whitelisted domains. You can enter specific email
address or domain names. You can all use the suspend- keyword and reject- keyword to determine
what your Zendesk instance will do when receiving requests from blacklisted domains
Suspend- Keyword
Explicitly declares that a specific domain or email address will be sent to the suspended tickets queue.
This is identical to blacklisting the domain or email address without a keyword.
Reject- Keyword
Completely rejects the email which means that it is not added to the suspended tickets queue.
How can unverified users (in a restricted Zendesk support instance) iniate a verification email process
themselves?
Security and Data Persistence Exam
Zendesk Sandbox
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
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
1. Manually reassign each ticket
2. Bulk reassign each ticket
Admin>manage>people>select assigned tickets
SSL for Zendesk
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
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?
Restricted, open, or closed
Unverified/Unregistered Users in Zendesk and example
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
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
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
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
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
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
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?
Admin>settings>customers>Anybody can submit tickets> Do NOT select: Ask Users to Register. (Save)
Restricted Zendesk Access
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
Admin> Settings> Customers> Anybody can submit tickets>
Blacklisted users access in Help Center
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
Domains that you are allowing to register and submit tickets
Blacklist
You can use the * to imply all domains but specified whitelisted domains. You can enter specific email
address or domain names. You can all use the suspend- keyword and reject- keyword to determine
what your Zendesk instance will do when receiving requests from blacklisted domains
Suspend- Keyword
Explicitly declares that a specific domain or email address will be sent to the suspended tickets queue.
This is identical to blacklisting the domain or email address without a keyword.
Reject- Keyword
Completely rejects the email which means that it is not added to the suspended tickets queue.
How can unverified users (in a restricted Zendesk support instance) iniate a verification email process
themselves?
