Tips for Tags ( Usage and Overall Planning ) + a few general thoughts

4 Comments

  • Nicole S.
    Zendesk Community Team

    Thanks for sharing, Jeremy! You clearly put a lot of time and thought into this. We always appreciate our users sharing their knowledge. :) 

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  • Catherine Michalak
    Community Moderator

    This is great! Thanks for sharing Jeremy Heath. I do have a question around your last point. 

    Is there a specific way in which you've gone about documenting your setup so someone could easily take over. 

    I am struggling with a good way to do that as on one hand I don't want to write a doc about each and every trigger and what it does and why it was set up but at the same time I do think some form of documentation would be helpful as sometimes even I myself cannot recall why something was done X years ago.

    TIA

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  • Jeremy Heath

    Hi Catherine Michalak 

    For the company I work for we are very hot on documentation.

    In the company OneDrive I have created a complete set of folders that deal with everything Zen related.

    From the PDFs they send me to every document I make to explain something to a user/agent etc.

    And to the Admin setup guide In the that guide I detail how I set the desk up including sometimes why I thought it was a good idea.

    Snippet example from my OneDrive folder

    I cannot show you the insides for obvious reasons but Change Control documents for e.g. deals with every process from creating it in the desk to the Macros that the Agents use and to the way the reports are made.

    So if we had a server meltdown I could create from the ground up to get back to where we are currently. My Admin document is getting on for 60 pages long for e.g.

    Snipping tool is a great thing for grabbing images of settings etc.

    Triggers I generally just zoom the page small and capture it and save the image to save work. I have folders for that purpose in backup

     

    I think it would be safe to say you can never have too much information.

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  • Catherine Michalak
    Community Moderator

    Jeremy Heath Thank you!

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