Article support writer staff
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The role of the article support writer staff is to write supporting articles for the Juiced app in an efficient manner. Article writers will write documentation, troubleshoot, and frequently asked question articles in a detailed and informative manner that will assist users with any inquiries that might arise while operating the software.
The first step an article support writer should take before jumping straight into writing is deciding which articles they would like to assign to themselves. To find the list of all supporting articles that have been published and still need to be written please go to the Support Article Sheet . If you do not have access to this document, please reach out to your direct superior so they can grant you permission to view and edit the document.
This project has been in the works for several years now and a majority of the supporting articles have already been written and published, so it's important that you select an article that has not already been written. With this in mind, do not attempt to write any articles labeled GREEN (Restored) or PURPLE (Published) as they have already been completed.
It is also important to note that multiple people work on this team. To prevent yourself from working on the same articles as your teammates, please only claim articles that are marked with RED (Not done yet).
Some articles are marked with WHITE (No documentation found (duplicate), this means that this article is a duplicate of an article already written or we do not have any documentation matching this title.
To ensure that your teammates don't make the mistake of drafting the same article as you is critical that once you have found an article that you want to write that you mark it with YELLOW (In progress (writer's name).
After reaching this page, go to the top left corner of your browser and click the add button, which will open a dropdown menu where you can select to add an Article, Section, or Category. For your role, you will only need to use the Article option.
Once you have created a new article, you can enter the title as it is written on the Support Article sheet and select the section where the article will be published once it has been completed. To do this, click on the Select a section button found on the right-hand side of your screen under Publish in section.
After clicking the button, a pop-up will open where you can select the section (Documentation, Toubleshooting, or Frequently asked questions) you wish to submit the article, and then the specific category (Buying, Selling, Account, Integrations, Billing, Security, Preferences, Websites, Autocheckout, or Other). This information can also be determined by referencing the Support Article sheet.
When you have completed these steps, you're ready to start writing. If you are confused about how to format the article that you are writing, please refer to the following published articles to ensure that your work is in line with what has already been published.
Once you have completed the draft of your article, it is important that you submit the draft to your superior to be reviewed before publishing it to the website. If you believe that you have completed an article or batch of articles, copy the article URL and send it to the # article-support-chat of the Juiced Staff Server as shown below.
Your direct superior will likely provide you with a few critiques on how to fix your article or will give you the green light to publish it to the Juiced Support Website. If you receive critiques on your drafts and have made the requested updates to your article, please find the message with the critiques, and state that the updates have been made. Your superior may have additional edits they would like you to make, but generally, they will give you the green light and you will be good to publish the article.
Once you have claimed the articles that you want to begin drafting, it's time to go to Zendesk and start writing. This dashboard is where Juiced writes, publishes, and manages all of the supporting articles for the app. You can access the Zendesk Knowledge dashboard by clicking .
Documentation:
Troubleshooting:
Frequently Asked Questions:
The process of publishing articles is fairly straightforward. Once you have completed your draft, submitted it for review, and received the go-ahead from your superior go to your draft and click on the drop-down icon next to the save button. Clicking on this icon will present you with the option to publish the article. Click the button and your article will be uploaded to .
Once you have clicked the button your article will be uploaded to and you can go to the Support Article sheet, mark the article as PURPLE (Published), and move onto the next article you plan to write.
