Registered for Zendesk Community Day 2021? Introduce yourself!

Hi all! I'm excited to see what's new and coming soon in Zendesk world. Even more important will be meeting everyone and making connections. :D Can't wait!

Thanks for introducing yourself, Chris! We're looking forward to the event. :) 

Hello! Thomas here from Premium Plus. Premium Plus is a master Zendesk partner located in Belgium (You all know from Tomorrowland > btw, they are using Zendesk ;-)) At Premium Plus I'm responsible for the onboarding team to implement Zendesk for our customers.

I'm really looking forward to this event! See you all soon!

Thanks for introducing yourselves and sharing what you're looking for from the event, Thomas and Vittal! 

We're taking these comments into account as we plan out the topics for some of the sessions, so keep the questions and suggestions coming!

Hi everyone! I'm Sam Johnson, an Associate Director of Systems & IT Support at Achievement First, a collection of high-performing charter schools in New York City, Connecticut, and Rhode Island. I'm based in Brooklyn, and especially interested in learning:

1. How other organizations best promote self-service. We use Answer Bot and have around 800 articles in Guide, but perhaps moreso shifting the mindset of our end-users (teachers and Operational school staff) on becoming more self-sufficient in searching for an answer in our documentation vs. reaching out to us and awaiting an answer/fix.
2. What metrics others find most useful in Explore when looking at trends and grading how well agents are doing in support. We also use MaestroQA for direct ticket feedback.

We've also wanted to start a Community but don't necessarily have the staff to fully support it. Curious if anyone has launched Community at a small scale and grown it over time, or if it truly requires a large scale launch from the get-go.

Looking forward to it! :) 

Hey @sam16! Thanks for introducing yourself. 

I think there are a lot of folks who are interested in discussing various things around self service, community management, and reporting. We'll do our best to get you connected with some other users who can share some thoughts. Looking forward to seeing you at the event in November!

Hi, I am Christine Schroeder.  I am an Account Executive with OSP International LLC (also known in the project management community as the "PrepCast" team).   We have been a user of Zendesk Support for many years. We are considering adding Zendesk Sell and are eager to talk to other ZD customers already using Support and Sell together. We are also interested in integrating apps like Slack, Calendly, and proposal/quote/invoicing software.

I am looking forward to this community day!

Hello, I am Shelley Marsh.  I am the Director Business Services with MuniWare.  We have been using Zendesk for a few years.  looking forward to meeting and talking with other other Zendesk users to see how we can better use Zendesk.  Can't wait !!

Thanks for posting, @christine28 and @shelley13! 

Hello, I am Meena.  I am the IT Project Manager at Smartlearning.  We have been using Zendesk for a few years now. We are looking forward to the tips and tricks from the team and meeting other users to learn how we can better use Zendesk. 

Thanks for saying hello, @meena12! 

Hi there. I'm Marjana Cowan, Director of Technology Support at Sylvan Learning. We are new to the platform (just live 1 month ago) and eager to learn how others have implemented ZenDesk Support, Chat and Talk in their companies to maximize efficiency. We are big on data and would also love to hear about what Explore metrics/features others are excited about and how they are used. 

Nice to meet you, Marjana! Thanks for posting. We look forward to connecting at Community Day!

Spencer Hutton here from Houston, TX.

I'm a Help Desk Manager for David Weekley Homes.  We've been on Zendesk for almost 3 years.  We have a team of 10 agents and use Zendesk to manage support tickets for all of our internal Team Members as well as hardware ordering and computer setups.  I'm a data nerd and an amateur developer so I am very interested in gathering data from Zendesk in products like Explore and Power BI as well as building small desktop apps to work with tickets.

Nice to meet you, Spencer! We look forward to seeing you at Community Day.

Hi all, 

I'm Ron and currently working for FleetGO as Teamleader for Support and Operations. As one of my, most fun, responsibilities is making sure we get everything out of ZenDesk. We have already implemented a Help Center and are now rolling out the Community; firstly for all our colleagues and expanding this over time. Looking forward to learning from everyone and sharing knowledge!

See ya!

Thanks for saying hello, Ron! We're going to have some networking sessions related to community management and knowledge management toward the end of the event - sounds like that might be right up your alley!

Hey everyone! Looking forward to chatting with all of you next week during Community Day! 

Thanks for saying 'hi' and introducing yourselves. We've got a lot of great content and sessions on the agenda for you and hope that you stick around after the event to network and get to know one another a bit better. 

Hi All,

I'm Andrea, currently working for Agoda.com as a Project Manager. We started to use Zendesk 6-7 years ago and now the entire Partner Support is managed via Zendesk Support and Chat. I'm very excited to join this session on next Wednesday and learn some best practices about ticket management, routing, knowledge etc. and also hear about new product features.

Hi All,

I am McKenzie, Support Agent at VendorSmart where we help Vendors connect with Property Managers throughout the US. Looking forward to learning more about all that Zendesk can offer to assist small teams in staying organized. 

My name is Jolly Crazed. I'm a manager for Crazed Printing in Newark, CA. I'm looking forward to discussing potential partnerships.

Hi everyone! The Virtual Lobby for Community Day is now open! Head on over to check out what we've got in store and to participate in some of the interactive activities. 

Hi!

I am Mary Paez, Knowledge Manager at Veeva Global Support.  When I was hired 5 years ago, I was asked to build a Knowledge Management program at Veeva. I am certified on KM/KCS Practices and stay informed through the Consortium of Service Innovation.

Some of my responsibilities include:

• Provide Monthly & QTRly KM / KCS metrics for our global teams 
• Implement a 3-tier KCS (I - II-III level) program - 151 Support staff
• Implement a KCS Coaching program  - with 19 KCS coaches worldwide
• Implement KM Quarterly awards 
• Implement processes around: new initiatives, new partners, KM workflows, reassigning content when staff transfer/leave Veeva, capturing KB feedback from customers, and fix broken links in KB content
• Manage content on our Support Portal
• Author and maintain Veeva KM/KCS online training courses
• Train our L1-L2/L3 staff on Knowledge Management/KCS Best Practices
• Gather ideas for Zendesk Product enhancements
• Troubleshoot & report issues - utilizing agent input when needed
• Perform KB content review
• Respond to KB feedback from our customers
• Help respond to basic tickets
• Evaluate software addons 
• Help achieve our Hill to Climb initiatives annually
• Provide advice for non-Support teams in managing content
• Work with non-Support teams to add their content to our Support Portal

We are very interested in learning about the following:

1. ZD Federated Search - filtering by product or key words
2. Can we section content from the federated search locations on the UI so a user or agent can idenitfy the source of the content
3. Is there an Admin utility (UI) to allow us to configure federated search vs configuring using the API
4. Improved search filtering on the portal and in Knowledge Capture
5. The use of machine language and AI to predict what KB content matches a user or agent search with high degree of accuracy
6. Improved Explorer metrics:  How to get a list of articles needing verification (by author) and exporting/sending to each agent as a notification, How to combine data set fields to get a more comprehensive report, etc.
7. What KM improvements are planned in the roadmap of the product?
8. Will badging (thru Gamification) be added to the community using a UI rather than API?

Hello!

I am Melody Quinn and am the Operation Manager for our ZenDesk. We have used Zendesk for almost 2 years now and currently use Support, Guide, Gather and Explore. Aside from gaining more overall knowledge, I hope to hear about using Team Publishing, the Guide dashboards to help track our metrics, and tips on Google Analytics.

Tips on using content blocks and the new custom pages would be a bonus!

Looking forward to "meeting" everyone!

Greetings!

I am the ZD Admin and Operations Analyst for multiple support departments with an Fleet/Asset management company called AssetWorks.  I have been working with the product since 2014.  Looking forward to hearing how others use any ZD or 3rd party apps to improve the customer and/or agent experience.  We currently have integrations with Jira and Customer Thermometer (surveys and CES).  Always looking for ways to improve every aspect of the user experience!