Improving the speed and helpfulness of our customer support operations has been a major priority over the past year. We’ve cut down the average time-to-response by about 75 percent, but we know we can still do better. To help with that, we’re moving our support software to Zendesk, so you might see some minor changes in the coming weeks.
Over the course of the next week, a few brave newsrooms are getting upgraded to the new DocumentCloud platform, which offers a variety of improvements from speed and search to mobile-friendly annotations. Here’s how to cut to the front of the line or ask for a delay.
We’re still hard at work putting more polish and finishing touches on the revamped DocumentCloud, but we wanted to share some major improvements now. Better yet, you can go ahead and try them out even without access to the beta.
The last few weeks we’ve been heads down on DocumentCloud work, so no new user-facing features this past week. Want to work on transparency tools of your own? Join us Tuesday nights in Cambridge as we work on our Code for Boston project, GovLens.
Ever notice a typo in an Assignments question? Get some feedback from folks helping you crowdsource analysis and wish you could incorporate it right away? You finally can: Assignment questions are now fully editable, with lots of backups in place.