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
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
