We're thrilled to start the new year using a new "help" ticketing system - this is one that we had been looking at for some time to help ensure that we're responding to author queries in a more timely fashion.
It's important to note that sometimes it just takes the right tools in order to do the job right, and the previous tool we'd been using to respond to and help authors had some systematic kinks - it seemed more designed for internal communication than community with the global community.
But, of course, the right tools make all the difference. A hammer is a fantastic tool for pounding nails into wooden board. And a power drill is wonderful for drilling holes in that same piece of wood. But using a hammer to drill that hole doesn't work so well.
With our new tool (ZenDesk) we have an easier way of finding, sorting and responding to requests coming in from Kobo Writing Life authors. And we hope that authors are finding our turn-around times vastly improved.
But, on top of the more efficient and effective internal tools, ZenDesk also offers this great HELP page that allows for easier than ever self-directed navigation to help you during those odd non-eastern, non-business day times when you have an issue and are looking for help in resolving it. (Remember, the KWL team is a very small group of folks who mostly operate out of the Eastern time zone in Toronto, Ontario, Canada - same time zone as New York)
We have been running a blog with plenty of helpful posts about the craft and business of writing at www.kobowritinglife.com, but this area is a way to more easily find some of those helpful tips and topics for navigating our dashboard and author tools.
We hope that this help desk/community can not only be a way for some easier DIY navigation on various topics, but that it also allows a place for Kobo Writing Life authors to engage and communicate with one another.
Here's hoping that you find the new email@example.com email system more effective than ever and that you also find value in this online help and community forum to engage in discussions.
Mark Lefebvre, Director, Kobo Writing Life
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