Help Desk Article Writer

Reduce Support Costs by Improving your Help Desk Articles

If you are overburdened with customer support calls and support tickets, it might be a good idea to look at the quality of your articles. Most customers will seek out answers themselves, so it is important that you provide them with high quality content. You articles needs to be  accessible, accurate, and provide context as well as instructions. As a help desk article writer, I can make sure your content meets your customers’ needs and helps to reduce your support costs.

Craig Wright

Craig Wright

Technical Writer

Writing in Zendesk and Similar Support Platforms

Right now, you might be thinking:

‘Why do I need someone external to write our articles? They can’t possibly know our products better than we do.’

You’re absolutely right, an external writer won’t know as much about your business, but that’s a good thing. If your help desk articles aren’t hitting the mark, it isn’t a product expert that you need; it’s an information design expert. Someone who can see things from your customers’ perspective and find and fix the weaknesses in your content. That’s what I do.

Writing content for your help centre is not much different to writing content for a manual or an online help system. The approach is very similar, and the key difference is that your help centre is unlikely to have the powerful authoring features of the tools I normally use. I’ve written content directly into Zendesk and while its WYSIWYG (What You See is What You Get) editor is easy to use, it lacks the content reuse features of technical authoring software. However, it is possible to use help tools to write content and then export/copy it to your help desk (see below). 

Manuals and Articles with Paligo and Flare

Wouldn’t it be great if there was an easy way to use the same content for your product manuals, online help, and help desk articles? Well, actually there is a way to achieve that with both Flare and Paligo.

At the time of writing, MadCap Flare has limited support for outputs to help desks and similar platforms, but it can output to (Salesforce) and it has a ‘clean HTML’ output that makes it easier to import/copy content into other platforms.

Paligo has a wider range of support, and can output to Zendesk, Freshdesk, and (Salesforce). It connects directly to the help centre and publishes the content as articles. I have used Paligo to publish directly to Zendesk and the process was smooth and easy to use.

Of course, your content needs to be written in a way that makes it suitable for manuals, online help, and help desk articles. That’s where my skill as a technical author comes into play.

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