Zendesk Administrator Exam- Section 6:
Security and Data Persistence
Zendesk Sandbox - CORRECT 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 - CORRECT 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 - CORRECT
ANSWER-1. Manually reassign each ticket
2. Bulk reassign each ticket
Admin>manage>people>select assigned tickets
SSL for Zendesk - CORRECT 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 - CORRECT 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? - CORRECT ANSWER-Restricted, open, or closed
Unverified/Unregistered Users in Zendesk and example - CORRECT
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 - CORRECT 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 - CORRECT 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 - CORRECT 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 - CORRECT 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 - CORRECT 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 - CORRECT
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?
- CORRECT ANSWER-Admin>settings>customers>Anybody can submit tickets>
Do NOT select: Ask Users to Register. (Save)
Restricted Zendesk Access - CORRECT 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.
Security and Data Persistence
Zendesk Sandbox - CORRECT 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 - CORRECT 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 - CORRECT
ANSWER-1. Manually reassign each ticket
2. Bulk reassign each ticket
Admin>manage>people>select assigned tickets
SSL for Zendesk - CORRECT 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 - CORRECT 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? - CORRECT ANSWER-Restricted, open, or closed
Unverified/Unregistered Users in Zendesk and example - CORRECT
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 - CORRECT 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 - CORRECT 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 - CORRECT 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 - CORRECT 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 - CORRECT 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 - CORRECT
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?
- CORRECT ANSWER-Admin>settings>customers>Anybody can submit tickets>
Do NOT select: Ask Users to Register. (Save)
Restricted Zendesk Access - CORRECT 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.
