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Simplified IT Service Management Part 4

I went through my years in IT support never knowing the difference between incidents and problems. My colleagues and I would use them interchangeably when it came to logging faults and I’d say many...

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Knowledge bases and forums: what’s the difference and does it matter?

Customers today expect to be able to come to your website and discover the information they’re seeking on their own and even to engage with their peers in your support community. These interactions can...

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Tip of the week: organizing the content in your knowledge base

Customers often ask us how they should organize their knowledge base content. That can depend a lot on the nature of the business and the needs of the customers. The secret is in the planning. If...

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IT service success starts here

Great IT service delivery enables your organization to grow and innovate, while managing the costs and risks involved. Whether you’re looking for general best practices, tools to evaluate a help desk...

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Tip of the week: streamline your IT processes with ticket forms

Many of the IT management best practices are firmly rooted in common sense. However, all those processes—like problem management, change management, and request fulfillment—can be challenging to...

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Tip of the week: Building your change management process

I’ve shared the theory behind good change management with you before, but maybe you’re wondering how to build that process into your Zendesk. Fortunately, it’s easy to do and for the simplest change...

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Six questions to ask before setting up your community

There are lots of reasons why building a community may make sense for you. A robust user community can be a wonderful long-term asset for your business. It’s a great source of knowledge that is...

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Do you really need a technical writer?

You may already know you need a great knowledge base, but you also know how busy everyone in your organization is. Who’s going to take responsibility for keeping all that content up to date and and...

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The great RFP hoax: why boilerplate checklists never work

Industry watchers say that organizations change their customer support tools every five years on average. Whether it’s a gentle migration or a more painful rip-and-replace, changing a business-critical...

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