We have been using zendesk now for about 4 years. There were two big reasons for this:
- Multiple Branding
- The Web Portal
We were very much looking forward to building a self service portal and knowledge base for our customers as well as our internal staff.
Shortly after joining, the web portal was replaced with help center. While much 'prettier', help center was - and continues to be - a significant step back in terms of the options available to create great technical articles.
There is much to be desired but above all - no 'easy' way to do things like code blocks.
We muddled through for awhile, doing screen shots to display code, but this was a major pain and of course makes it very difficult for customers and engineers to cut and paste.
I pop in and out of the forums every once in while, hoping that someone has come up with a sensible solution that does not create an overly complex workflow. Perhaps I have missed it, perhaps I haven't. But after all this time, I still do not feel I can create a knowledge base that will serve the needs of my staff and my customers.
What are other people doing? Is the only option to directly edit the HTML everytime in order to get the required format? This is not really a scalable solution.
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