ScreenSteps offers some exciting possibilities for delivering the information your teammates need right where they need it - in the browser. But without a little bit of a plan, you can run into one of two problems:

This week we have released a few updates that focus on usability of the ScreenSteps extension and user reporting.

Improved design

In this update we wanted to make the extension easier to use as well as make it clearer which type of resource you would be viewing. We made the following improvements:

The video below gives a brief overview of how you can integrate instructor-led training, e-learing and knowledge base content to improve employee learning and performance. The video is about 4 minutes long.

So many people we talk to tell us that they need better training in their business. But I'm not sure they are totally correct. In many cases I think they really need something better than training.

This week I came across a 18 month old post on LinkedIn:

Sometimes it can be hard to distinguish between employee training and performance enablement. In businesses, both training and enablement have the same goal - better job performance - but they go about it in a very different way.

Training's primary goal is to teach an employee something that they will then hopefully apply in the workplace. It is designed to be a transfer of knowledge and/or skills.

Enablement is different. Enablement assumes that the employee can do the job effectively, they just need a little help. Enablement focuses on removing any roadblocks that prevent the employee from being successful.

In a previous post we talked about using Zendesk problem and incident tickets. One of the problems with using this feature is that comments on the problem ticket won't get pushed to the incident tickets. There may be times when you want to provide your customers status updates on how far along you are in resolving an issue. This post will show you how to send out a message to all incident tickets that are attached to a problem ticket.

I just recently learned about using Problems and Incidents in Zendesk and I can't believe I didn't know about this before.

One of the benefits of Zendesk is the way you can set up various business rules to automate your support process and make sure that nothing falls through the cracks. Triggers and Automations are the tools that you use to make all of this automation happen.

Use ScreenSteps to author your Zendesk articles that need lots of screenshots.

Today we are going to talk about Zendesk Help Center viewing permissions. Some companies want to have all of their knowledge base and community (or user forum) content public for everyone. But some companies want to have a bit more control over who can see what.

The default Zendesk interface lets you add either a public or a private comment to a ticket. But there are many times that I find I want to add both. I want to respond to the customer, but also add a private note for future reference.