I’ve been a big proponent of Zendesk after using their product(s) for several years at LexBlog. Like all businesses, LexBlog has gone through a variety of systems and processes cycles, and how we manage inbound requests is no exception. As I mentioned in my last post, a huge push over the last several years has been the shift from the cycle of inbox to development/design requests back to inbox to a more distributed approach through the use of Zendesk’s ticketing system. Not only was the old approach to communication causing headaches for all project members (have you ever played the telephone game?), it created silos where only a single account/project manager could manage the projects they were responsible for. If for some reason, that person was sick for a week, their projects may go untended or be utterly confusing for someone to step in and address.
Something that we’ve worked hard to do in recent years is choose software that we can easily work with outside of the box. It’s rare that we find something that fits what we need without customization, and having the ability to extend the core product is vital.
In that regard, I can’t say enough good things about working with Zendesk. The content in our contextual support bubble is dynamically populated if opened on a page where there is support documentation that may be helpful – this is powered by the Web Widget API. The support center in each site’s administrative area is powered by the Core API. And much of my work over the last several weeks has been with Zendesk’s Help Center templates, which are a mixture of HTML, CSS, JS, and Handlebars.
I also had the chance to extend LexBlog’s visual regression testing application to be more of a dashboard application for managing all things related to LexBlog’s systems by working with the Help Center API to provide Ted Cox, our technical writer, with the tools needed to better manage the content inside our support center through a variety of API calls and new React components (as a brief aside, if you have a React application and ever need to take the results of an API call and jam them into a CSV, I love this package).
Overall, a lot of good things to say about Zendesk, and probably even more as we’re starting to wrap up our work on redesigning LexBlog’s support center!