2 posts tagged with "Zendesk"

Your support queue is the most honest documentation backlog you will ever get. Every ticket is a customer telling you, in their own words, what the product and the docs failed to explain. The trouble is that a queue of several thousand tickets is not a backlog yet. This is the method we use to turn it into one: a ranked list of articles to write, fix or retire, each backed by real tickets and written in the words customers actually use.

A Zendesk help center that has been live for a few years usually ranks for a long tail of how-to queries nobody on the team tracks. Moving it to Docusaurus keeps that traffic only if every old article URL answers with a permanent redirect to its new home on the day you switch. How you do that depends on one question most teams have not asked yet: who controls the domain the help center is served from?