The Ting self-serve help site gets a makeover
Ting Staff • May 20, 2015if( has_post_thumbnail( $post_id ) ): ?>
Recently we let you know that changes were afoot for our help site and those changes are rolling right along. The first step was reorganizing the content in a way that made more sense as well as removing content that was no longer relevant. Now we’re on step two: The makeover and the move.
Well, first, the help site looks a lot more like it’s a part of Ting (which seemed like a good idea, given that it is). Until now being on help.ting.com didn’t feel like you were in a Ting space and we wanted to change that to make the experience more, dare we say, holistic.
Before we undertook the reorganization, we took the time to better understand how people approach help. We used some of what we learned to do some top-level navigation that will help people find the help documentation they seek without too much messing around. You’ll also notice we’ve worked to make each help page not just easier on the eyes but also easier to navigate.
While we aren’t quite ready to launch the Ting Internet site yet, we’ve been hard at work on documentation to support our new Ting Internet customers. If you’re looking for a little light bedtime reading (or if you’re in one of the already announced Ting Internet towns and you want to get a head start) you’ll find that documentation there too.
As you may or may not have known, our help site is powered by Zendesk, the same tool that our support team uses for tracking interactions with our customers, among other things. We love it for all of the integrations it offers and the way it allows us to handle our workflows. In the midst of this makeover we are migrating from the Zendesk legacy Web Portal to the newer Help Center for our help site. This migration has been a long time coming and we’re super excited about it.
What’s still in the works? The help site overall is still a work in progress but the community section is our next big project. There have been some changes to the part of the help center already. First off the community is now organized by topics instead of forums and those topics are made up of questions instead of posts. You can sort questions to see which ones are newest, trending, recommended or to just see the ones that you’re following. The community section also now supports markdown language rather than having a WYSIWIG (what you see is what you get) editor. It’ll take a little getting used to but this handy guide will give you some tips on how to use markdown. Despite all these changes, there are still more that we want to make so stay tuned for those coming soon.
We’ll be continuing to tweak and as we do, it’s helpful to know what you like as well as what you don’t like. So, as always, let us know your thoughts in the comments.