Customization is one of the biggest challenges with help centers, whether it’s for a startup or a global enterprise. While they may have a help center and are already reaping business benefits from it, important details can fall through the cracks when customizing it, specifically when it comes to user experience (UX).

Looking into the crystal ball again - this time for 2020 - Wire highlights some of the trends we see will dominate the headlines for the first year of the new decade. There are some common underpinnings - most notably that data has now become the most valuable commodity and companies are increasingly running on data, becoming massively vulnerable to any interruption or loss. The second is mobile.

We released Zulip Server 2.1.1 today. This is a bug fix release, containing several cherry-picked changes since Zulip 2.1.1.

We released Zulip Server 2.0.8 today. This is a security release, containing a handful of cherry-picked changes since Zulip 2.0.7.

We're excited to announce the release of Zulip Server 2.1, containing hundreds of new features and bug fixes. Zulip is the world’s most productive team chat software, used by thousands of teams as an alternative to Slack, HipChat, Mattermost and IRC. Zulip's unique topic-based threading combines the immediacy of chat with the asynchronous efficiency of email-style threading, and is 100% free and open source software.

Uber, Samsung, United States Armed Forces, TADHack, W3F, and UpCloud - World’s leading companies are using either Mattermost, Riot, or Matrix to give their teams the ‘best-ever’ virtual workplace experience.

You may want to have your customers be automatically logged in to your OneDesk customer apps whenever they are on your site and authenticated with your own systems. This post will show you how to set that up using Azure as the identity provider, but the same idea will apply for any provider that supports OpenID Connect.

Gone are the days of the clichéd three-martini sales lunch. While a boozy meal and a handshake were once the highwater mark for salesmanship in decades past, modern companies must navigate complex sales cycles spanning multiple channels with engagement from cross-functional teams. The stakes are high for companies that want to give customers a seamless and satisfying experience across the channels that are most important to them.

If you’ve spent more than a week in the business world, you’ve no doubt heard the term ROI, or return on investment. Essentially, it’s a way to measure the value, or impact, of money spent. With the need for making data-driven decisions a cornerstone of successful businesses, tracking the ROI identifies unsuccessful strategies and validates successful ones. For most business units measuring ROI can be straightforward.

Managing remote field teams from your desk as a helpdesk agent or service dispatcher can be hard. Communication can be difficult between teams, misunderstandings are common and getting everyone – both helpdesk agents and field technicians – on the same page regarding customer issues can be very hard. When we studied field service providers and their workflows, we found that they often ran into these three problems.