As I celebrate my one year anniversary here at Brainworks, I look back on a very confused self a year ago who was coming in to fill big shoes that no one person could fill. I trained with a retiring John Wilheim and I have to admit that there were times when I wasn’t sure I was ever going to understand what he was talking about.
Fast forward to a few days before last Christmas when we decided on a documentation platform and I began laboriously entering, word-by-word, graphic-by-graphic, paragraph-by-paragraph, page-by-page and everything John had written into detailed PDF manuals and documents.
On July 10, 2018, I entered our 2,000th document on the Zendesk Knowledge Base platform and couldn’t be more proud of the body of work that has been produced, edited, and refined, including many original documents picking up where John’s legacy ended. Any way you slice it, that is a lot of great information for both our internal and external customers!
Here are a few interesting statistics I have gleaned from just the last 30 days:
There have been 326 article views.
The peak day was on July 6, with 38 views.
Top articles by view:
Installing the XpanceNet Service
Latest Ad.Perks DB Schema (Eng)
Top linker to articles in solving Zendesk tickets:
Top linked articles:
SQL Server Client Installation – Actual Tech (Mac)
Where do we go from here? We are looking at several options for a much more user-friendly “front door” so that people can more easily find what they are looking for using a Google-style search. And, of course, articles are being added, edited, clarified and improved every day thanks to feedback from people like you! Keep up the great work and if you ever need a refresher course on how to use the Knowledge Base to its fullest potential, please reach out to me or check out this handy-dandy Zendesk Knowledge Base article: https://brainworks.zendesk.com/hc/en-us/articles/360006853953
*Mark Bogner is a Brainworks Documentation and Support Specialist and can be reached at MBogner@brainworks.com.