Tales of a rebuild

An engineers experience on rebuilding the Zendesk app

Transcript

1. Tales of a rebuild An 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