19. Zendesk and Knowledge Centred Support

We explore these questions from listeners:

• What’s your opinion of Zendesk and Mindtouch? Someone in our company thinks it might be a good idea to explore the idea of moving our Help content  – have you heard of anyone doing this and then using it in a way of single sourcing etc? 
• Our boss wants us to consider the idea of merging our Help content and our “Knowledge base” which is like articles/support troubleshooting etc. Whether this is our content going into the knowledge base or vice versa, we’re not sure in terms of direction. Do you have any opinions on merging article-based content like this into a Help Authoring tool or Help content into a “normal” website like that?
  

Links

Just-In-Time Documentation: A Practical Guide to Agile Documentation

AI and chatbots in technical communication - A primer

Cherryleaf

 

Become a better technical communicator by subscribing to the Cherryleaf newsletter