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Zendesk Administrator Exam- Section 6. Security and Data Persistence Questions and Answers Latest Updated
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Zendesk Administrator Exam- Section 6. Security and Data Persistence
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Zendesk Administrator Exam- Section 6.Security and Data Persistence
Zendesk Sandbox - answerA 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 - answerAnyone 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 - answer1. Manually
reassign each ticket
2. Bulk reassign each ticket
Admin>manage>people>select assigned tickets
SSL for Zendesk - answerSecure 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 - answerZendesk 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? -
answerRestricted, open, or closed
Unverified/Unregistered Users in Zendesk and example - answerUsers 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 - answerRegistered 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 - answerThe 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 - answerThe 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 - answer1. 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 - answer1. 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 - answerAgents 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? -
answerAdmin>settings>customers>Anybody can submit tickets> Do NOT select: Ask
Users to Register. (Save)
Restricted Zendesk Access - answerHelp 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 - answerAdmin> Settings> Customers>
Anybody can submit tickets>
Blacklisted users access in Help Center - answerZendesk will prevent users on the
black list from registering for an account at the help center. "Users with the email
address username@domain.com are not allowed to sign up for this help desk"
Whitelist - answerDomains that you are allowing to register and submit tickets
Blacklist - answerYou 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
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