Retour

Your e-cig battery may not be holding a charge because of one of your chargers is not working properly, checking usb port, make sure the charging cable is properly inserted and please contact customer if any other doubt.

Your e-cig battery may not be holding a charge because of one of your chargers is not working properly, checking usb port, make sure the charging cable is properly inserted and please contact customer if any other doubt.

Your e-cig battery may not be holding a charge because of one of your chargers is not working properly, checking usb port, make sure the charging cable is properly inserted and please contact customer if any other doubt.

To fix the issue, checked if the pod is properly inserted if it persist please contact us.

To fix the issue, checked if the pod is properly inserted if it persist please contact us.

To fix the issue, checked if the pod is properly inserted if it persist please contact us.

To fix the issue, checked if the pod is properly inserted if it persist please contact us.

Insert the liquidpod into the rechargeable device. You will feel it click into place.

Insert the liquidpod into the rechargeable device. You will feel it click into place.

Insert the liquidpod into the rechargeable device. You will feel it click into place.

33333 These are two technologies that are now considered part of ASP.NET, however they are not really related any more than that.  I made the point at the start of the workshop that I have included them together here just because they are two cool technologies which I recently used for the first time on the CEO Selfie website and wanted to share my limited knowledge so people can consider using these in future.

The PowerPoint file used in the workshop is included below.  Please let me know if you have any questions, or you would like pointing in the right direction of where we used it in the CEO Selfie solution.

You will find attached to this article the power point slides used in the Data Pack Version 2 workshop.

If you have any questions add a comment to this article and I will try my best to answer them.

Thanks.

The architecture overview was very much freestyled, however attached are the architecture documentation I put together and the diagrams I came up with during the session.  I have also included the notes I made around the differences/advantages/drawbacks.

If you have any questions about any of this, give me a shout and I will go through it with you.

If you platform is NEW

As a new starter on the Product Team you may be wondering what is expected of you during your induction period. This article is intended to explain a little about what will happen during your induction period and how to use any spare time you have.

During your induction we are trying to achieve two things:

1. Introduce you to who we are as a company and what we do
2. Introduce you to as many people around the company as possible

To do this we will try and fill a large chunk of your first week with sessions with various teams and departments around the company. Some of these sessions will convey company policies and practices which must be followed and some will be intended to give an overview of a particular team.

If you platform is OLD

As a new starter on the Product Team you may be wondering what is expected of you during your induction period. This article is intended to explain a little about what will happen during your induction period and how to use any spare time you have.

During your induction we are trying to achieve two things:

1. Introduce you to who we are as a company and what we do
2. Introduce you to as many people around the company as possible

To do this we will try and fill a large chunk of your first week with sessions with various teams and departments around the company. Some of these sessions will convey company policies and practices which must be followed and some will be intended to give an overview of a particular team.

If your ticket is marked for QA, follow the process below to ensure we are all on the same page with what's required:

1. Ensure your changes pass peer review;
2. Complete the attached excel document, detailing any special setup requirements and specific repro steps;
3. Send a review request directly through to Innovation Support (Samantha)
4. Create a Zendesk ticket containing the related ticket ID and priority/due date of the task.

Your changes will then be unshelved and tested from a QA perspective, meaning we can potentially capture any bugs or faults before anything is published.

Microsoft Test Manager is used to plan, perform and record test cases, which means you will easily be able to see repro steps on any bugs created, along with screenshots and notes.

Should your changes pass QA testing, you can then go forward with providing UAT testing (via Staging - if required) or go ahead and check-in your changes for release.

When working on an Application Development ticket, there are a few things we must consider before beginning any work on the task at hand.

Firstly, if you are a member of the Application Support team:

1. Check through your Pending tickets: can you go and physically speak to someone about their request and actively close it, rather than waiting and picking up more tasks?
2. Check through your remaining tickets – are they all pending on release? If so;
3. Check through the Application Development group and pick up the most urgent, oldest ticket first (just like we do in the Application Support group)

Once you have picked up the next Application Development ticket:

1. Read through the request and produce an estimated task list
• This can be completed within TFS as linked child tasks under the User Story - please create a list of tasks with estimations against each one, and place this total figure in the Story Points box on the User Story if this is blank (if this is not blank - this should be left as it is)
• If you have any queries with this, speak to John, Rich or Samantha.
• 
• 
• 

Notes to those on the Application Support team:

Working on these tasks over several days is ok – but please be aware that your priority is always to ensure Application Support tickets are picked up as soon as possible, so be prepared to shelve your progress on these tasks as and when necessary.

As you may need to shelve your progress on these tasks, please be sure to work in a methodical, clear manner so this is possible.
Learning curve: these tasks may be a great way of furthering your development knowledge and skills, so use this as an opportunity to learn new things (whether on Pluralsight, or through learning about our products and systems more intensely, etc)

We've added a new alert to Zendesk that will now send out email updates when tickets enter and exit the Change Review queue for product related tickets.

What This Means

We use the Change Review queue as a way of checking how large a task is, which team is best to take ownership and we can place a time or cost quote on a ticket (if requested).

The Change Review queue is only used to estimate the above - it doesn't provide a forecast as to when a task can be scheduled to be completed.

Why Send This Alert?

Following on from the Innovation Support Process Feedback survey, the results showed that enhancing this process and making it a little more transparent would help with communicating exactly when a ticket is available to be worked on.

Why does this not provide a forecasted deadline?

The Change Review process isn't able to predict when a ticket will next be picked up, because that depends on many more factors: which ticket queue the ticket ends up in, the current volume of new tickets waiting to be picked up and team capacity.

If there are any questions involving the above, please feel free to vote and comment below.

Following on from feedback received last month (from the Innovation Process Feedback survey), I’d like to share an update relating to our Help Centre.

As part of our ticketing process, the team are now going to be focusing on writing more articles (Announcements, FAQs, How-Tos), so that we can all be empowered to find the answers we need, when we need them.

Whilst we know that some requests do inevitably require assistance from our support team, I would really like to encourage everyone to try the following steps when using the help centre, so that we can build it into a great knowledge resource;

Search the help centre for answers before raising a ticket – you may find an explanation or answer that could help you (failing that, we can use your search terms as an indication of a topic that would be useful to have an answer to!)

Comment on articles with any questions, thoughts or suggestions:

Follow Sections or Articles you find helpful:

Rate the articles you read, so that we know we are helping – or could help more!

We now have over 200+ articles (and counting!) so you may find that you can locate the answer you need by using the search bar, browsing through different sections, or you may be directed to an article by a support team member.

I’m hoping that our help centre can grow into something truly helpful and resourceful; your assistance with the above would be such a tremendous help and very much appreciated.

Please let me know if you have any questions or would like to know more by commenting below.

There are quite a few ways that, as a ticket requester, you can greatly influence many factors in the ticketing process. 

Most notably, the information provided initially can have a profound effect on how long it takes for an Agent to get up to speed on exactly what it is you are having a problem with, or would like completing. 

Helpful things to include when creating a ticket

URL / Area: 

Including the URL or area of where you are accessing our products is a great help. As we all know, it can be quite easy to sometimes get lost within different menu structures (and sometimes there is more than one way of completing a task), so adding this detail can really, really save a lot of time and confusion. 

For example, if I had an issue with the Manage Accounts page in Back Office, I could include: 

1. The URL: https://secure.bestcompanies.co.uk/AccountManagement.aspx OR;
2. Instructions: On the Secure Site, navigate to: Back Office > General > Manage Accounts OR;
3. A screenshot of the page

Screenshots: 

These are really handy to be able to see exactly what error messages or other details you can see. 

• A great tool to use for creating easy screenshots is Snipping Tool (Read how to use this here)
• Alternatively, press the PrtSc button (above backspace) then open up Paint and paste (by pressing Ctrl and V). 

Company Names: 

This one seems quite obvious but can easily be missed off when submitting a request. Always making sure to add the company name (correctly) and also, making sure to use the exact version of the company name (so, for example, when a company has changed names or has registered under very similar versions of the same name).

The more information you can present in the ticket when you submit it, the quicker the Agent can get stuck into finding a fix or implementing the changes you would like, so please make sure you include the above details where you can and hopefully it will be a little easier and quicker to help you.

If you have any questions regarding the above, please feel free to comment below with any questions or thoughts. 

There are quite a few ways that, as a ticket requester, you can greatly influence many factors in the ticketing process. 

Most notably, the information provided initially can have a profound effect on how long it takes for an Agent to get up to speed on exactly what it is you are having a problem with, or would like completing. 

Helpful things to include when creating a ticket

URL / Area: 

Including the URL or area of where you are accessing our products is a great help. As we all know, it can be quite easy to sometimes get lost within different menu structures (and sometimes there is more than one way of completing a task), so adding this detail can really, really save a lot of time and confusion. 

For example, if I had an issue with the Manage Accounts page in Back Office, I could include: 

1. The URL: https://secure.bestcompanies.co.uk/AccountManagement.aspx OR;
2. Instructions: On the Secure Site, navigate to: Back Office > General > Manage Accounts OR;
3. A screenshot of the page

Screenshots: 

These are really handy to be able to see exactly what error messages or other details you can see. 

• A great tool to use for creating easy screenshots is Snipping Tool (Read how to use this here)
• Alternatively, press the PrtSc button (above backspace) then open up Paint and paste (by pressing Ctrl and V). 

Company Names: 

This one seems quite obvious but can easily be missed off when submitting a request. Always making sure to add the company name (correctly) and also, making sure to use the exact version of the company name (so, for example, when a company has changed names or has registered under very similar versions of the same name).

The more information you can present in the ticket when you submit it, the quicker the Agent can get stuck into finding a fix or implementing the changes you would like, so please make sure you include the above details where you can and hopefully it will be a little easier and quicker to help you.

If you have any questions regarding the above, please feel free to comment below with any questions or thoughts. 

When working on an Application Development ticket, there are a few things we must consider before beginning any work on the task at hand. 

Firstly, if you are a member of the Application Support team:

1. Check through your Pending tickets: can you go and physically speak to someone about their request and actively close it, rather than waiting and picking up more tasks?
2. Check through your remaining tickets – are they all pending on release? If so;
3. Check through the Application Development group and pick up the most urgent, oldest ticket first (just like we do in the Application Support group)

Once you have picked up the next Application Development ticket:

1. Read through the request and produce an estimated task list
• This can be completed within TFS as linked child tasks under the User Story - please create a list of tasks with estimations against each one, and place this total figure in the Story Points box on the User Story if this is blank (if this is not blank - this should be left as it is)
• If you have any queries with this, speak to John, Rich or Samantha.
• 
• 
• 

Notes to those on the Application Support team:

Working on these tasks over several days is ok – but please be aware that your priority is always to ensure Application Support tickets are picked up as soon as possible, so be prepared to shelve your progress on these tasks as and when necessary.

As you may need to shelve your progress on these tasks, please be sure to work in a methodical, clear manner so this is possible.
Learning curve: these tasks may be a great way of furthering your development knowledge and skills, so use this as an opportunity to learn new things (whether on Pluralsight, or through learning about our products and systems more intensely, etc)

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There are quite a few handy guides on the Innovation Help Centre, under the Innovation Resources category (an Innovation-only category, filled with articles and how-tos written by Innovation Agents for Innovation Agents).

To help make these articles easier to find, please see the list below to get you started.

Install Timelog

First things first, make sure you have Timelog installed. See instructions here.

Induction

Want to know a little more about your induction and what to expect, you can find out more here.

Setup Voicemail

As you will be working on the Support team, it will be handy for you to set up your voicemail so that you can receive messages and listen to them. You can read about how to do this here. (Note: you may wish to use the meeting room for some privacy, to log into another desk phone you can follow this guide.)

Using Zendesk

You will become very familiar with using ZenDesk and the workflow it entails over time. As a quick starter guide, there are some helpful guides below:

• What's going on with my ticket? - an overview of how the ticket system matches up to the development cycle.
• Ticket Priority Guidelines - a priority matrix that is used for all new tickets.
• Picking Up a New Ticket To Work On - this is the process we now use to pick up tickets. As we are implementing SLAs (internally), it's good to be sure that we need to focus on ticket priorities.
• Creating Tickets as an Agent - things to include and exclude when you create a ticket as an Agent.
• Managing Expectations Through Ticket Updates - making sure that the language we use in Innovation is clear and responsible.
• Ticket Process - a how-to guide for how to pick up your tickets from ZenDesk, use Timelog and TFS/Visual Studio.
• Work-In-Progress Workflow: Using the 3 Sidebar Apps - a guide on how to get into the KCS practice using the 3 sidebar apps in ZenDesk.

Using the Help Centre

Using the Innovation Help Centre - this is a guide to explain to our users how to use our Innovation Help Centre. It's highly relevant for us as Innovation Agents to also adopt these processes so we're interacting with other Agents and Users in one place.

Extra Reading!

Our Help Centre is filled with lots of articles and how-tos, so please get stuck in and read as much as you can.

Always remember: if you find an article helpful, vote and leave a comment!

Turkish special characters - İ - ı - Ö - ö - Ü - ü - Ç - ç - Ğ - ğ - Ş - ş - ₤

Turkish special characters - İ - ı - Ö - ö - Ü - ü - Ç - ç - Ğ - ğ - Ş - ş - ₤

Turkish special characters - İ - ı - Ö - ö - Ü - ü - Ç - ç - Ğ - ğ - Ş - ş - ₤

Turkish special characters - İ - ı - Ö - ö - Ü - ü - Ç - ç - Ğ - ğ - Ş - ş - ₤

We use a site called Yammer as our social network in Best Companies. It acts as a place for staff members to share thoughts and ideas, see what's going on and get involved in things that interest them.

It includes work related stuff, some non-work related stuff that people might be interested in, early looks at products that are being developed and a whole host of other bits and bobs that give you the inside scoop on what's going on in the company.

To access Yammer, you can simply goto www.yammer.com in your web browser and log in with your Best Companies email address. It has it's own password for now (although we're looking to tie this up with our website in the near future) so the first time you visit the site you will be asked to set up an account.

Here's a quick guide to Yammer which may be worth checking out before visiting the site;

In Best Companies we use a number of different web sites and tools to do different things. One system is a social platform, like Facebook which can be used to keep up to date with what's going on, and share updates yourself. Another system can be used to ask for help with problems you are having in the company, or ask somebody to do something for you ... and so on.

We have made a small web page that shows which tools we use, and includes shortcuts to them so that you don't have to remember what they are and where they live.

The webpage address is http://www.b.co.uk/go.

It may be useful to make this web page your home page on your web browser.

Your e-cig battery may not be holding a charge because of one of your chargers is not working properly, checking usb port, make sure the charging cable is properly inserted and please contact customer if any other doubt.

Your e-cig battery may not be holding a charge because of one of your chargers is not working properly, checking usb port, make sure the charging cable is properly inserted and please contact customer if any other doubt.

Your e-cig battery may not be holding a charge because of one of your chargers is not working properly, checking usb port, make sure the charging cable is properly inserted and please contact customer if any other doubt.

To fix the issue, checked if the pod is properly inserted if it persist please contact us.

To fix the issue, checked if the pod is properly inserted if it persist please contact us.

To fix the issue, checked if the pod is properly inserted if it persist please contact us.

To fix the issue, checked if the pod is properly inserted if it persist please contact us.

Insert the liquidpod into the rechargeable device. You will feel it click into place.

Insert the liquidpod into the rechargeable device. You will feel it click into place.

Insert the liquidpod into the rechargeable device. You will feel it click into place.

33333 These are two technologies that are now considered part of ASP.NET, however they are not really related any more than that.  I made the point at the start of the workshop that I have included them together here just because they are two cool technologies which I recently used for the first time on the CEO Selfie website and wanted to share my limited knowledge so people can consider using these in future.

The PowerPoint file used in the workshop is included below.  Please let me know if you have any questions, or you would like pointing in the right direction of where we used it in the CEO Selfie solution.

You will find attached to this article the power point slides used in the Data Pack Version 2 workshop.

If you have any questions add a comment to this article and I will try my best to answer them.

Thanks.

The architecture overview was very much freestyled, however attached are the architecture documentation I put together and the diagrams I came up with during the session.  I have also included the notes I made around the differences/advantages/drawbacks.

If you have any questions about any of this, give me a shout and I will go through it with you.

If you platform is NEW

As a new starter on the Product Team you may be wondering what is expected of you during your induction period. This article is intended to explain a little about what will happen during your induction period and how to use any spare time you have.

During your induction we are trying to achieve two things:

1. Introduce you to who we are as a company and what we do
2. Introduce you to as many people around the company as possible

To do this we will try and fill a large chunk of your first week with sessions with various teams and departments around the company. Some of these sessions will convey company policies and practices which must be followed and some will be intended to give an overview of a particular team.

If you platform is OLD

As a new starter on the Product Team you may be wondering what is expected of you during your induction period. This article is intended to explain a little about what will happen during your induction period and how to use any spare time you have.

During your induction we are trying to achieve two things:

1. Introduce you to who we are as a company and what we do
2. Introduce you to as many people around the company as possible

To do this we will try and fill a large chunk of your first week with sessions with various teams and departments around the company. Some of these sessions will convey company policies and practices which must be followed and some will be intended to give an overview of a particular team.

If your ticket is marked for QA, follow the process below to ensure we are all on the same page with what's required:

1. Ensure your changes pass peer review;
2. Complete the attached excel document, detailing any special setup requirements and specific repro steps;
3. Send a review request directly through to Innovation Support (Samantha)
4. Create a Zendesk ticket containing the related ticket ID and priority/due date of the task.

Your changes will then be unshelved and tested from a QA perspective, meaning we can potentially capture any bugs or faults before anything is published.

Microsoft Test Manager is used to plan, perform and record test cases, which means you will easily be able to see repro steps on any bugs created, along with screenshots and notes.

Should your changes pass QA testing, you can then go forward with providing UAT testing (via Staging - if required) or go ahead and check-in your changes for release.

When working on an Application Development ticket, there are a few things we must consider before beginning any work on the task at hand.

Firstly, if you are a member of the Application Support team:

1. Check through your Pending tickets: can you go and physically speak to someone about their request and actively close it, rather than waiting and picking up more tasks?
2. Check through your remaining tickets – are they all pending on release? If so;
3. Check through the Application Development group and pick up the most urgent, oldest ticket first (just like we do in the Application Support group)

Once you have picked up the next Application Development ticket:

1. Read through the request and produce an estimated task list
• This can be completed within TFS as linked child tasks under the User Story - please create a list of tasks with estimations against each one, and place this total figure in the Story Points box on the User Story if this is blank (if this is not blank - this should be left as it is)
• If you have any queries with this, speak to John, Rich or Samantha.
• 
• 
• 

Notes to those on the Application Support team:

Working on these tasks over several days is ok – but please be aware that your priority is always to ensure Application Support tickets are picked up as soon as possible, so be prepared to shelve your progress on these tasks as and when necessary.

As you may need to shelve your progress on these tasks, please be sure to work in a methodical, clear manner so this is possible.
Learning curve: these tasks may be a great way of furthering your development knowledge and skills, so use this as an opportunity to learn new things (whether on Pluralsight, or through learning about our products and systems more intensely, etc)

We've added a new alert to Zendesk that will now send out email updates when tickets enter and exit the Change Review queue for product related tickets.

What This Means

We use the Change Review queue as a way of checking how large a task is, which team is best to take ownership and we can place a time or cost quote on a ticket (if requested).

The Change Review queue is only used to estimate the above - it doesn't provide a forecast as to when a task can be scheduled to be completed.

Why Send This Alert?

Following on from the Innovation Support Process Feedback survey, the results showed that enhancing this process and making it a little more transparent would help with communicating exactly when a ticket is available to be worked on.

Why does this not provide a forecasted deadline?

The Change Review process isn't able to predict when a ticket will next be picked up, because that depends on many more factors: which ticket queue the ticket ends up in, the current volume of new tickets waiting to be picked up and team capacity.

If there are any questions involving the above, please feel free to vote and comment below.

Following on from feedback received last month (from the Innovation Process Feedback survey), I’d like to share an update relating to our Help Centre.

As part of our ticketing process, the team are now going to be focusing on writing more articles (Announcements, FAQs, How-Tos), so that we can all be empowered to find the answers we need, when we need them.

Whilst we know that some requests do inevitably require assistance from our support team, I would really like to encourage everyone to try the following steps when using the help centre, so that we can build it into a great knowledge resource;

Search the help centre for answers before raising a ticket – you may find an explanation or answer that could help you (failing that, we can use your search terms as an indication of a topic that would be useful to have an answer to!)

Comment on articles with any questions, thoughts or suggestions:

Follow Sections or Articles you find helpful:

Rate the articles you read, so that we know we are helping – or could help more!

We now have over 200+ articles (and counting!) so you may find that you can locate the answer you need by using the search bar, browsing through different sections, or you may be directed to an article by a support team member.

I’m hoping that our help centre can grow into something truly helpful and resourceful; your assistance with the above would be such a tremendous help and very much appreciated.

Please let me know if you have any questions or would like to know more by commenting below.

There are quite a few ways that, as a ticket requester, you can greatly influence many factors in the ticketing process. 

Most notably, the information provided initially can have a profound effect on how long it takes for an Agent to get up to speed on exactly what it is you are having a problem with, or would like completing. 

Helpful things to include when creating a ticket

URL / Area: 

Including the URL or area of where you are accessing our products is a great help. As we all know, it can be quite easy to sometimes get lost within different menu structures (and sometimes there is more than one way of completing a task), so adding this detail can really, really save a lot of time and confusion. 

For example, if I had an issue with the Manage Accounts page in Back Office, I could include: 

1. The URL: https://secure.bestcompanies.co.uk/AccountManagement.aspx OR;
2. Instructions: On the Secure Site, navigate to: Back Office > General > Manage Accounts OR;
3. A screenshot of the page

Screenshots: 

These are really handy to be able to see exactly what error messages or other details you can see. 

• A great tool to use for creating easy screenshots is Snipping Tool (Read how to use this here)
• Alternatively, press the PrtSc button (above backspace) then open up Paint and paste (by pressing Ctrl and V). 

Company Names: 

This one seems quite obvious but can easily be missed off when submitting a request. Always making sure to add the company name (correctly) and also, making sure to use the exact version of the company name (so, for example, when a company has changed names or has registered under very similar versions of the same name).

The more information you can present in the ticket when you submit it, the quicker the Agent can get stuck into finding a fix or implementing the changes you would like, so please make sure you include the above details where you can and hopefully it will be a little easier and quicker to help you.

If you have any questions regarding the above, please feel free to comment below with any questions or thoughts. 

There are quite a few ways that, as a ticket requester, you can greatly influence many factors in the ticketing process. 

Most notably, the information provided initially can have a profound effect on how long it takes for an Agent to get up to speed on exactly what it is you are having a problem with, or would like completing. 

Helpful things to include when creating a ticket

URL / Area: 

Including the URL or area of where you are accessing our products is a great help. As we all know, it can be quite easy to sometimes get lost within different menu structures (and sometimes there is more than one way of completing a task), so adding this detail can really, really save a lot of time and confusion. 

For example, if I had an issue with the Manage Accounts page in Back Office, I could include: 

1. The URL: https://secure.bestcompanies.co.uk/AccountManagement.aspx OR;
2. Instructions: On the Secure Site, navigate to: Back Office > General > Manage Accounts OR;
3. A screenshot of the page

Screenshots: 

These are really handy to be able to see exactly what error messages or other details you can see. 

• A great tool to use for creating easy screenshots is Snipping Tool (Read how to use this here)
• Alternatively, press the PrtSc button (above backspace) then open up Paint and paste (by pressing Ctrl and V). 

Company Names: 

This one seems quite obvious but can easily be missed off when submitting a request. Always making sure to add the company name (correctly) and also, making sure to use the exact version of the company name (so, for example, when a company has changed names or has registered under very similar versions of the same name).

The more information you can present in the ticket when you submit it, the quicker the Agent can get stuck into finding a fix or implementing the changes you would like, so please make sure you include the above details where you can and hopefully it will be a little easier and quicker to help you.

If you have any questions regarding the above, please feel free to comment below with any questions or thoughts. 

When working on an Application Development ticket, there are a few things we must consider before beginning any work on the task at hand. 

Firstly, if you are a member of the Application Support team:

1. Check through your Pending tickets: can you go and physically speak to someone about their request and actively close it, rather than waiting and picking up more tasks?
2. Check through your remaining tickets – are they all pending on release? If so;
3. Check through the Application Development group and pick up the most urgent, oldest ticket first (just like we do in the Application Support group)

Once you have picked up the next Application Development ticket:

1. Read through the request and produce an estimated task list
• This can be completed within TFS as linked child tasks under the User Story - please create a list of tasks with estimations against each one, and place this total figure in the Story Points box on the User Story if this is blank (if this is not blank - this should be left as it is)
• If you have any queries with this, speak to John, Rich or Samantha.
• 
• 
• 

Notes to those on the Application Support team:

Working on these tasks over several days is ok – but please be aware that your priority is always to ensure Application Support tickets are picked up as soon as possible, so be prepared to shelve your progress on these tasks as and when necessary.

As you may need to shelve your progress on these tasks, please be sure to work in a methodical, clear manner so this is possible.
Learning curve: these tasks may be a great way of furthering your development knowledge and skills, so use this as an opportunity to learn new things (whether on Pluralsight, or through learning about our products and systems more intensely, etc)

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There are quite a few handy guides on the Innovation Help Centre, under the Innovation Resources category (an Innovation-only category, filled with articles and how-tos written by Innovation Agents for Innovation Agents).

To help make these articles easier to find, please see the list below to get you started.

Install Timelog

First things first, make sure you have Timelog installed. See instructions here.

Induction

Want to know a little more about your induction and what to expect, you can find out more here.

Setup Voicemail

As you will be working on the Support team, it will be handy for you to set up your voicemail so that you can receive messages and listen to them. You can read about how to do this here. (Note: you may wish to use the meeting room for some privacy, to log into another desk phone you can follow this guide.)

Using Zendesk

You will become very familiar with using ZenDesk and the workflow it entails over time. As a quick starter guide, there are some helpful guides below:

• What's going on with my ticket? - an overview of how the ticket system matches up to the development cycle.
• Ticket Priority Guidelines - a priority matrix that is used for all new tickets.
• Picking Up a New Ticket To Work On - this is the process we now use to pick up tickets. As we are implementing SLAs (internally), it's good to be sure that we need to focus on ticket priorities.
• Creating Tickets as an Agent - things to include and exclude when you create a ticket as an Agent.
• Managing Expectations Through Ticket Updates - making sure that the language we use in Innovation is clear and responsible.
• Ticket Process - a how-to guide for how to pick up your tickets from ZenDesk, use Timelog and TFS/Visual Studio.
• Work-In-Progress Workflow: Using the 3 Sidebar Apps - a guide on how to get into the KCS practice using the 3 sidebar apps in ZenDesk.

Using the Help Centre

Using the Innovation Help Centre - this is a guide to explain to our users how to use our Innovation Help Centre. It's highly relevant for us as Innovation Agents to also adopt these processes so we're interacting with other Agents and Users in one place.

Extra Reading!

Our Help Centre is filled with lots of articles and how-tos, so please get stuck in and read as much as you can.

Always remember: if you find an article helpful, vote and leave a comment!

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Turkish special characters - İ - ı - Ö - ö - Ü - ü - Ç - ç - Ğ - ğ - Ş - ş - ₤

Turkish special characters - İ - ı - Ö - ö - Ü - ü - Ç - ç - Ğ - ğ - Ş - ş - ₤

Turkish special characters - İ - ı - Ö - ö - Ü - ü - Ç - ç - Ğ - ğ - Ş - ş - ₤

We use a site called Yammer as our social network in Best Companies. It acts as a place for staff members to share thoughts and ideas, see what's going on and get involved in things that interest them.

It includes work related stuff, some non-work related stuff that people might be interested in, early looks at products that are being developed and a whole host of other bits and bobs that give you the inside scoop on what's going on in the company.

To access Yammer, you can simply goto www.yammer.com in your web browser and log in with your Best Companies email address. It has it's own password for now (although we're looking to tie this up with our website in the near future) so the first time you visit the site you will be asked to set up an account.

Here's a quick guide to Yammer which may be worth checking out before visiting the site;

In Best Companies we use a number of different web sites and tools to do different things. One system is a social platform, like Facebook which can be used to keep up to date with what's going on, and share updates yourself. Another system can be used to ask for help with problems you are having in the company, or ask somebody to do something for you ... and so on.

We have made a small web page that shows which tools we use, and includes shortcuts to them so that you don't have to remember what they are and where they live.

The webpage address is http://www.b.co.uk/go.

It may be useful to make this web page your home page on your web browser.