Photo Credit: Highways Agency

How This Zendesk User Made 10 Knowledge Base Articles in 40 Minutes

Oct 26, 2015

Meet Julie. Julie’s a customer support pro at a growing startup that uses Zendesk.

Her boss asked her to make sure she’s documenting solutions to all the most common problems. Who wants to keep doing the same thing over and over? Time is money!

But there’s a problem. Julie’s busy answering phone calls and wowing customers all day.  She has no time for copy/pasting screenshots and documenting her knowledge. Julie’s a doer but doing repetitive, time-consuming tasks goes against every fiber of her being.  So she asked herself how she could streamline the process. Is there a tool where she can just click through the steps, hit done and the solution article automagically shows up in the knowledge base?

Dare she dream?

Yep! Here are Julie’s 3 steps to knocking out knowledge base articles like they are going out of style:

1. Organize

iorad: Organize

Take out your trusty pen and paper and number it 1 through 10.  Write down the names of the 10 articles you want to create.  Make sure you’re specific. For example,  Tracking Changes Made to a Word Document or How to add another email account to gmail.  The best articles are less than 20 steps.  You don’t want your precious users pulling their hair out following a 100 step process.  The more specific/shorter the better.  Once you have this list…


2. Categorize

iorad: CategorizeLook at the 10 articles you just come up with. Next to the article name, write down the knowledge base categories they belong in.  Invest the time upfront in organizing the categories and subcategories in a logical way.  This will pay off in spades for you, making it a cinch to add knowledgebase articles in the future and making it easier for your users to find what they are looking for!  Now you may or may not already have these categories set up.  Just make sure they’re set up before moving on to step 3.


3. Rock out with iorad

Once you have the iorad for Zendesk app installed you’re ready to go.  Now go and grab the list you made in steps 1 &2.  Start with the first article on your list.  Get to the screen that is going to be the first step in the article.  Prepare yourself.  Take a moment and mentally go through the steps in your head.  Got a clear picture?.  Launch the iorad app for zendesk and select the category and subcategory of your first article and click “Add Solution.” The capture frame launches. Now it’s time to move.  Click capture and just complete the task at hand. If you’re doing How to add an email account to Gmail, sign into Gmail and complete that task. Click finish and iorad “automagically” makes the article, puts it in your knowledge base, and makes it instantly searchable right from Zendesk.  Check it out below (click to view the actual page).



One down. 9 to go!

Julie’s a happy gal now with a new found way to be productive inside Zendesk. She knows she won’t have to sit around copy/pasting for hours each week. Moreover, her boss is going to be happy with her productivity. iorad is automagical! So try it out for yourself and share your experience with us. What are some other tools that help with your productivity?