This page describes the process for adding articles to the ZenDesk Knowledge Base Support Maintains.
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Note: Refer to Knowledge Base General Guidelines in the BackOffice Associates Documentation Standards document for more information on writing standards for ZenDesk Knowledge Base articles.
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Support adds a ticket to the DocTeam ToDos Jira Kanban board with [ Support KB ] in the title.
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As Technical Writers have time, they assign the Support KB JIRA issues to themselves.
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The TW reviews the ZenDesk tickets attached to the JIRA issue and writes a draft.
- The TW adds the draft content to an article in ZenDesk.
Note: You must have permission to add articles. After the article has been published, you cannot update it. Contact Chris A for any required updates.
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Once the article is ready for review, the TW assigns the ticket to another Technical Writer for peer review.
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After peer review passes, the TW messages Chris Alberts on Slack and sends him the link to the article draft in the KB.
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The TW updates the comments in the Jira issue to note that Chris Alberts is reviewing the article.
- The TW closes the ticket when the article has been published.