Anyone who has worked with large amounts of data understands the benefit of a great organization system for all of their resources. To provide a single point of access for customers so that finding resources is easier, earlier this year, Entrinsik implemented Zendesk. Zendesk is an online help desk and customer service system that assists in managing Entrinsik’s support cases. It helps customers sort through any issues they are having with their software.
“We made an effort to provide a centralized space for our users and also for our own sanity as well,” stated Tim Nicholson, director of Informer Services, Entrinsik. The help center is a one-stop shop for customers needs when they encounter an issue with their software. Once a user opens a support ticket they will be able to view and track the status of their support tickets. The help center contains a single point of access to documentation, videos, and support requests as well. This streamlines and places everything users will need all in one simple place. For users that are interested in self-service there is also a knowledgebase that contains many FAQS.
The help center has been live for a few months and has been really well received by the Entrinsik user base, said Nicholson. Additionally, there are plans for upgrades and additions in the future. The process of receiving a license renewal is a bit tedious and manual for users currently. “We are looking to create a mechanism that will automatically allow for new license generation and update users licenses,” explained Nicholson. “The help center was created to get users information quicker than before.”
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