How ScreenSteps Live will improve your Zendesk help desk

ScreenSteps Live allows you to replace your Zendesk knowledge base with a more powerful and effective documentation system. ScreenSteps Live will improve your support system in the following ways:

• You will be able to author and publish documentation more quickly.
• You will be able to answer support questions by either referring to existing documentation or creating new documentation.
• As your documentation grows you will be able to keep it organized.
• You will be able to easily update your documentation when changes need to be made.

With ScreenSteps Live you will create many small help articles called lessons. These lessons are organized into manuals. As you author your manuals you can upload all of your work with a single click. This saves you hours when compared with the process of authoring one article at a time in a web editor and having to upload each individual image file.

ScreenSteps Live makes sure that your documentation gets used regularly. We provide tools and widgets that let you easily insert links to help articles in support tickets.

We also make it very simple for you to create new documentation and add it to your documentation site as new questions come in. This workflow offers a powerful and simple way of quickly growing your documentation site.

Zendesk uses a very flat organization for the knowledge base. As the number of articles grows it can be difficult to keep things organized.

ScreenSteps Live uses an organization structure that is simple to grow as you add more content to your site.

Each site contains one or more manuals.

Each manual contains one or more chapters.

Each chapter contains one or more lessons.

Lessons are your help articles. Chapters are just groupings of lessons, and manuals are a grouping of chapters. You have complete control over the sequence of all of your lessons, chapters and manuals so you can present your information exactly in the way that will be most understandable to you users.

ScreenSteps Live really shines when it becomes time to update your documentation. Each time you publish your manual all of the source images for your lessons are uploaded as well. This means that anyone on your team can easily swap out a screenshot, reposition an annotation or make any other change without having to track down the source files for the lesson.

You can update the images for 10, 20 or 50 lessons, click one button and all of your changes are posted to your ScreenSteps Live site.

It is literally the difference between major updates taking a few hours with ScreenSteps Live or a few weeks with a web based editor such as in Zendesk.