We used Zendesk as part of our ticketing system at The Food Corridor. (Other parts are phone calls and an email inbox.)
I’ve been pretty underwhelmed with Zendesk as a ticketing system–I find it hard to understand and the UX is overly complicated for our needs. However, we recently moved a large number of FAQs into the Zendesk help center, and I found that aspect of the software to be awesome. I’m especially excited to see if it cuts down on customer interaction by being integrated into the web widget.
There’s also a cool way to take comments on tickets (typically with answers to common questions) and turn them into help center articles. Here’s how you do that:
An admin needs to install this Zendesk application and I recommend setting the ‘draft only’ option.
Then, the steps are:
- Go to a ticket.
- Click on the ‘apps’ button in the upper right hand corner
- Click ‘post article’
- Select the comment you want to post (you can only pick one)
- Enter your title
- Modify html if you’re comfortable, but realize it will be a draft article regardless, and you’ll have a chance to change it later)
- Click ‘next’
- Choose a section of your help center
- Click ‘post to section’
- Click the ‘view’ button (for some reason the edit button didn’t work for me)
- Click ‘edit article’ (upper left)
- Modify the content if needed using the guide editor, which is nice and WYSIWYG
- Change from ‘draft’ to ‘published’ to make the answer available
I remember a knowledge base project over 15 years ago that was aiming at sharing knowledge across our organization. It flailed. Zendesk help center seems to be well on the way to achieving such aims.