Help Centre update (A lot has happened and nothing has happened)
Unfortunately as those in support will understand, our plans have been delayed due to an onslaught of tickets and a lack of cover! We’ve hired a couple of new starters and should hopefully be tackling this problem once and for all!
Update on the Help Centre project —
We have however made strides just by talking with various teams within the company. We are discussing with our Technical Author team about the possibility of using Atlassian’s Confluence for our content. If this is the case, we‘ll find a way to work with the technical authors to bring our content to the existing documentation site. We will then direct customers to this from our help centre. The questions we need to answer are:
- Should there be a separate location for the types of documents we are creating?
- Will Confluence integrate with Zendesk?
- What’s best for our customers?
We’ve also been working with Redgate’s Web team (Responsible for our website) who are happy to work on the design and branding of our new help centre. This will bring it in line with the rest of our website and remove another distraction from the support team. We now just need to work on presenting what exactly we want them to design ………………………………. the sections and layout etc.
Next steps
- Finalise Confluence v Zendesk process
- Present Web team with content & Layout
