An engineers experience of rebuilding the Zendesk app

1. Tales of
a rebuildAn engineers experience on rebuilding the Zendesk app

3. Jargon
Alert !

4. What is a ticket?
— The core of Zendesk, single thread of communication
with a customer, used by agents to communicate with
their customers

5. What is triage?
— Decide the order of work, the action and who should
work on a given ticket

6. How did we get
to needing
a rebuild?

9. Our team scaled up to match our
ambition to do great things

11. Scaling a team is hard

13. Massive
View Controllers

15. Answering tickets can be lonely for
agents
— Jason Wu

17. Research

18. I wake up 20 minutes earlier so I
can triage from my desktop
because the app is so slow
— Support agent on call

19. Recent tickets is uniquely useless
— Support Lead

20. Back to
drawing board

25. Validate
our ideas

28. Build it!

30. Design & Engineering
Strong collaboration between both groups thats worked
well

32. Making Push
notifications work

34. 7 billion
events processed

35. 27 million
push notifications sent

38. 15th Nov
2016 !

40. What we
learned

41. Having analytics is one thing,
trusting the data is another, using it
to make decisions is another

42. Data only tells one side of the
story, it doesn’t explain context

43. Listening to customers is key

45. Be brave and have as big a beta as
you can

46. Making wholesale changes can be
jarring to your users

51. Release earlier, release often

52. Change is hard but is good

53. Are you fixing your problem or the
customer's problem?
— Gus Balbontin

54. Where are
we today?

57. Changing ! to "

58. I’ve enjoyed using the app, it
makes providing 24/7 IT Support
way easier.
— Anon

59. The app is much more user
friendly than the desktop version.
Now I have the app it has relived a
huge amount of stress. Thank you
— Anon

60. Thanks@a1cooke