In our last tip we talked about how to set up a documentation to-do list in Zendesk. That involved adding a custom field as well as a custom view. But there is one more step. When we mark a ticket as Solved we want the Needs Documentation value to be set to No. We can do that by editing one of our automations.

This week's Zendesk tip comes from ScreenSteps customer Kevin Sullivan from KAVI. It is a great tip for tracking what knowledge base articles need to get created in your Zendesk help desk.

At KAVI, Kevin set up a custom ticket field called "Needs Documentation." Agents can check the box and the ticket will get added to a custom view in Zendesk that lists all tickets that need documentation. His content authors can go to the view, see what documentation needs to be created and start writing.

Once the article is written, the author just un-checks the "Needs Documentation" box.

Here is how to set it up.

When I work I like to focus. For me focus means eliminating all distractions and only seeing items that need my attention right now. By focusing my attention I can get more done in less time. 

You may have heard of Inbox Zero. Inbox zero means that you don't see any items in your inbox that don't require your attention right now. In Zendesk your inbox is essentially the default view titled "Your unsolved tickets."

Understanding the basics of Zendesk's Help Center can be a bit confusing - how content is organized, who can see what, and who can create/update content. This infographic will help.

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