Welcome
Welcome back to my Joomla ecommerce internet radio show. This is your host, Bob Bloom, in Toronto, Canada.
It is my pleasure to welcome Adria Richards to my show. Adria, thank you for being here.
Adria is here to talk about ZenDesk.com, a Software-as-a-Service site for -- you guessed it -- help desk.
The ZD tag line is "love your help desk".
Adria, why do we want to love our help desk?
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Let me take a moment here to share some stats about my show. My first show was with Rafael Diaz-Tushman, on February 18th this year. There were 5 live listeners, and 129 podcast listeners.
These are BTR podcasts on the BTR site. The iTunes podcast are not included.
I average < 10 live listeners per show.
I've doubled my BTR podcast listeners to nearly 200 per show.
My show with Johan Jansenns had a whopping 114 live listeners and 434 BTR podcast listeners.
Johan's show, and last week's show about Anahita, are must-listens to get a sense of how the Joomla ecommerce times are a-changin'.
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Adria, what is SaaS? Why are people attracted to use SaaS?
ZD is a full feature help desk for $9/month, which attracted me to it. As my business grows, I can add helpdesk agents to my Zendesk account -- there's a charge for this! -- without granting them access to my Joomla administrator.
Adria, SaaS sites can talk to each other. What SaaS sites does ZD talk to, and how does this work? Why is this a good thing?
ZD can talk to Atlassian's JIRA. JIRA is a high-end Agile Development software environment. How does this integration work?
I find it intriguing that software support tickets can be managed directly within Eclipse. So a developer is plugged into the Agile Development environment within their coding software. A help desk agent can initiate Agile Development issues within ZD. And the software project leader can direct all this action with JIRA. So at all points of customer contact, information flows from the customer to the sofware.
ZD is the Grand Central Station of this action.
My read of the Nooku Framework is that it will allow Joomla to talk to SaaS sites. Joomla can probably do this now -- it's just something that I've not come across. Regardless, my sense is that Joomla talking to SaaS sites is going to become a regular thing, changing the way we use Joomla ecommerce.
The interesting thing about ZD is that customers may never log into ZD. Emails go to ZD. Different people ("help desk agents") reply to the email initiated "help desk ticket".
The day is coming when customers, who never ever log into ZD, log into our Joomla sites and see all their ZD action within Joomla.
Now, Adria, what are triggers and business rules?
Adria, why is your website called ButYoureAGirl.com?
Adria Richards, thank you for taking the time for us today.
Closing
Next Thursday is our first Round Table show.
See you then!
