The internet turned 30 years old this month and it is mind blowing to think where it all started and how it has evolved over the years. The internet has changed the way we do business, shop, communicate, work, learn and so much more.
I am very interested in the technologies behind this evolution, so I thought I would write about my experiences with them and how we as a company use them today to help our customers achieve their goals.I remember when I was 13, I went in to a book store and picked up a book called HTML 4.1 in 24 Hours. I wasn’t sure what it was, but I did know you could use it to build these things called websites. That was the start of my Front End Development career.
Of course, at the time I had no idea what I was doing, there was no such thing as CSS or Javascript, and everything was being done in tables. I was uploading to GeoCities and AngelFire, and I had no inkling of how far this journey would take me. It was just fun!HTMLMany technologies came out during my learning process that tried to extend or replace HTML as the main language of the World Wide Web: XML, XHTML, XForms. XHTML2, and others. Trying to keep up was a big task, the problem was they all worked differently and were implemented differently from browser to browser. It gave the WWW a very inconsistent experience.
But, it was the best we could do at the time (or so I thought!).In 2004 individuals from Apple, Mozilla and Opera decided to join forces to standardize what was to be the new language of the internet, HTML5. HTML5 combined all previous specifications and detailed that it had to be backwards compatible and moving forward all specifications and implementations had to match even it it meant changing the specification. They formed which was later joined by to develop HTML5. HTML5 was eventually published and released using the W3C copyright and is still developed and maintained today by WHATWG and W3C.CSSAt the same time that HTML was being developed, a new technology was proposed to style the wonderful content that HTML could provide. Up to that point styling web pages was very difficult and as previously mentioned used mostly tables, hacks and Adobe Flash to organize the content on a web page. Cascading Style Sheets was originally proposed in the 90s, but it wasn’t until the early 2000s that a browser came out with support for CSS, Internet Explorer 6.
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Apr 1, 2019 - Not only can we create custom themes in Zendesk Guide using HTML, CSS and JS, but we can also incorporate custom code, snippets.
Although today, most of us are put off by just the mention of IE, back in the day there was no doubt that it dominated the market. Now we just needed a major website to take a chance on CSS. It came down to Wired and ESPN. It paid off in a big way. The performance on their sites was extremely good, making design changes was easy and it was easy to share with everyone.CSS changed everything we thought we could do in terms of styling, it opened new doors and provided an outlet for the creative part of the internet.
Designers could mock up websites and they could be faithfully translated, for the most part, to the internet.JavaScriptWe now had a language to write our content, a language to style that content, but what we didn’t have is a scripting language to make the web interactive and powerful. Enter JavaScript. Back in 1995, Netscape Navigator was teaming up with Sun Systems to promote a powerful, professional programming language that Sun Systems called Java.
Java could be run on the browser, but it required Java Virtual Machine to be installed on the user’s machine. It was Netscape’s desire to create a simpler companion language to Java that would appeal to non programmers and could be run natively in the browser to further promote Java.Netscape called upon to write the new companion scripting language, but it had to be done quickly to accompany the release of Java. They had one requirement: It had to look like Java. Eich took parts from Scheme, Self, Object Oriented Programming, and Java Syntax and produced Mocha in 10 days. Mocha was later renamed to JavaScript to further promote the release of Java.JavaScript was not loved by many at first. It was viewed as a sub-par language that only existed as UI Glue.
Despite the opposition, JavaScript took off and was more successful than Java applets in the browser. It did so well that Microsoft reversed engineered it and incorporated a version of it, JScript, into Internet Explorer.
So, in 1996 Netscape handed the language over to ECMA in an effort to standardize the language across browsers. ES1 or ECMAScript was released shortly afterwards, but despite the name change the industry continued to call it JavaScript.JavaScript continued to do well for itself, but the real explosion for the language came in 2005 when released a describing certain technologies that were the backbone of JS and coined the term AJAX. This led a lot of programmers to turn to JS and create open source communities, libraries and frameworks for JS including jQuery. JS could now be run outside of the browser and led to the creation of server side platforms that were built on JS. Today the single page application is one of the most popular uses of JS and the server side platforms it had spawned.JavaScript has become the programming language of the web. It is estimated that 92% of websites use JavaScript. Being able to run on the client side or server side, JavaScript is powering more and more of what we see online.So, how does all of this apply to Zendesk?Zendesk can be modified, molded and shaped to meet your needs using HTML, CSS and JavaScript.
Let’s start with something simple, email. Email communications are the basis for the way you provide support through Zendesk. Every time a user submits a request, gets an answer to the that request, or is asked to rate your support agents an email is sent to them.
Shouldn’t those email represent your company properly? Properly branded emails can go a long way to keeping your customers engaged and increasing those very important CSAT scores. 729 Solutions can create custom email templates for our customers which allow us to change almost every aspect of what the customer sees when they receive communications from your company. How do we do this? A little custom HTML, CSS and JS.Let’s talk now about Zendesk Guide. Zendesk Guide is a product that allows you to build a knowledge base for your users and/or agents. By default it comes with a theme that Zendesk has designed, the Copenhagen Theme.
The Copenhagen theme is a great starting place for your knowledge base and with some simple modifications like: a Logo, changing the colors and a few images you could be good to go. But, when these simple changes are not enough we need to turn to HTML, CSS and JS to achieve the custom look and feel for your knowledge base. Not only can we create custom themes in Zendesk Guide using HTML, CSS and JS, but we can also incorporate custom code, snippets and applications to add to the functionality of your support center.
Providing an interactive, visually appealing, and content rich support center so your customers can greatly increase deflection and self-service letting your agents concentrate on more challenging customer service scenarios.Another great way Zendesk can be modified is by adding in a custom application. Even though there are many languages that the applications can be written in, it is our opinion that JS plays best with Zendesk. We can build a custom application from the ground up that can live in the right apps pane inside of Zendesk. There are many things you can achieve with a custom application, but one of the most requested is to have us connect other systems to Zendesk so that agents can have everything the need in one single place. By not having to change windows or switch to other systems the efficiency of your agents is greatly increased and documentation in your support tickets becomes much more complete.In summary, HTML, CSS and JS shape the way we see and interact with the online world. The help us deliver the content, visuals, and interactivity we see every day.
These languages are the basis for all websites and online tools, and Zendesk is no exception. Using the robust CS tools that Zendesk provides along with that added touch of customization we can make sure your agents have everything they need to help your customers and that your company delivers exceptional Customer Service.About the AuthorToday’s post was written by 729Solution’s Project Manager and Zendesk Administrator, Fernando Lopez., and reach out to tell us about your project!Want to work with Fernando to get your Zendesk to the next level?Check out these other blog posts! 729 Solutions is one of the oldest custom development shops in the San Francisco Bay Area / Silicon Valley.
Our team is made up of developers versed in every programming language from basic HTML and CSS to Java, Python, and Ruby. We are project managers that can streamline the process, ensuring your project gets done quickly and within budget. We are designers who make you ‘look' good. We are proud of the projects we take on and the quality of work we provide.We are engineering amazing technology every day.
Dana Sharp Woodrick Administrative SupportWhat I Bring to the Team:I provide administrative support for the Professional Services and Design departments here at 729. I have a strong background in the medical field, a diverse range of technical familiarity, and have been providing customer service for more than two decades.You’d Never Guess That:COBOL and BASIC were parts of my grade-school curriculum, and I still have some mimeographed worksheets from the early 80s that were my homework assignments with the lines of code scribbled out in both pencil and crayon. These days I don’t write in crayon quite so much, and instead, generally, have ink stains on my fingers from my fountain pens.I wrote mIRC scripts in the 90s, completed the Hallmark Customer Service training experience, enjoy wrapping presents much more than opening them, and I got married on a leap day, making anniversaries easier.CLOSE. Scotland Miller Senior Sales RepresentativeWhat I Bring to the Team:I am part hunter, part farmer, and part fisherman at 729. I chase down our leads, build the friendships and relationships with our clients, and love finding my captive audiences in the sea of conferences. Always looking for new ways to grow the business and add to the amazing family of coworkers at 729.You’d Never Guess That:I was a D1 Scholarship Athlete at the University of Hawaii (I played golfdon’t laugh!). I thoroughly enjoy live music and used to write online concert reviews for a local Bay Area music blog called Showbams.
In the year 2000when I was 16 years old I was asked if I wanted to play golf with Justin Timberlake from the Backstreet Boys. I immediately responded, “absolutely not!” I have never regretted it since.CLOSE.
Rob Tapia Senior Project ManagerWhat I Bring to the Team:I’m here to make sure projects are completed successfully and to our client’s satisfaction. I have a knack for “figuring out how to get it done” and a history of implementing effective solutions in challenging business environments.You’d Never Guess That:I’m an experienced, performing musician who has been part of a few different Bay Area thrash metal bands over the years. My tattoos on my left side (closest to my heart) are designed for other people and how they matter to me, and the ones on the right side are designed to focus on me and my personality. I once climbed hundreds of stairs that were carved into a steep mountainside in Shanghai to reach a small temple at the peak in 95F heat and high humidityonly to discover there was a far less steep, paved walking path on the backside of the mountain.×. Melony Smith Junior Front End Developer and DesignerWhat I Bring to the Team:I’m a front end designer and developer. I enjoy the challenge of CSS and love working with Divi for WordPress. I also like to learn new things so whenever the opportunity arises I grab it!You’d Never Guess That:The best doggo in the world belongs to me!
She is a German Shepherd named Gemma and we share the same birthday.I have been a lover of heavy metal music and professional wrestling since the early 80s.Also, I make the best cheesecake you’ll ever put in your face!×. Fernando Lopez Project Manager, Zendesk Administrator, and Front End DeveloperWhat I Bring to the Team:My role is to help our customer achieve their goals and ensure that our projects are a success. As a Zendesk Administrator I support our clients and our sales team with whatever they need including answering questions, helping clients with their Zendesk instances, and preparing proposals.
I also develop front end code for our projects and occasionally do some design.You’d Never Guess That:As a hobby I am a music producer and I have a degree in record engineering.I used to be a DJ.I love sailing, surfing and pc gaming.×. Randy Chang Founder and CFOWhat I Bring to the Team:I am a founder of 729 Solutions, and its CFO. I also handle HR responsibilities and benefits, administrative issues, A/R, A/P, banking, payroll, insurance and operation issues.You’d Never Guess That:My first “real” job was making artificial limbs for amputees.My birth month and day falls on the same month and day as my father’s birthday, my uncle’s (his twin brother’s) birthday and their parents’ (my grandparents’) anniversary.My favorite color is infrared.×.
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Rodrigo Pelorosso DeveloperWhat I Bring to the Team:I’m a full stack developer. I’ll also happily jump between web development and mobile and desktop application programming.You’d Never Guess That:Truth is, if you don’t find me programming for a living, you’ll see me doing it as a hobby, either to learn or to create something interesting.I’m also trying to learn to play piano.
I’m not very talented and go slow, but at least it’s a different kind of keyboard. ?I enjoy biking and have acquired an interest in bicycle maintenance and repair, so I won’t hesitate to grab your bike and have a look at it if you have any problem with it.×. Ignacio Canovi VP of EngineeringWhat I Bring to the Team: I have a master’s degree in systems engineering and I have 10+ years of experience working in software development. Most of those years I’ve worked with Microsoft technologies (.NET framework, SQL Server, etc.) on web applications. The last couple of years I’ve also been working with Ruby and I’ve been involved on Cloud infrastructure management, server administration and DevOps.
As a technical leader, I help other developers with their daily tasks and make sure we are applying best practices.You’d Never Guess That:I used to (and sometimes still do) play the guitar for really obscure heavy metal bands.My main hobby is music production and sound engineering.×. Graham Silbermann VP of Sales and VP of MarketingWhat I Bring to the Team:VP Sales and Partnerships. Graham builds excellent relationships with some of the fastest growing tech companies as a professional services support and systems integrator. He works with customers to understand their technical and business needs and find the best ways and people to help their projects succeed.You’d Never Guess That:I have built a traditional Polynesian Trimaran sailboat.I speak five languages and I can type on my phone as fast as you can speak!×.
Rob Fife Founder, CEO, and CTOWhat I Bring to the Team:I’m a founder and CEO for 729 solutions. These days I do less development work and focus on the administrative work that keep our company healthy. I enjoy learning new development skills, and am fascinated by the new opportunities of connectivity with the “Internet of Things.”You’d Never Guess That:I’m the shortest 6’4″ person you’ll ever meet.I’m terrified of spiders and heights but not gunfire and explosions.I love the smell of ammonia refrigeration systems in old ice rinks.I am one of six people in tech in San Francisco who is actually a native. We have a club with a secret handshake and everything.×. Chuck Fitzpatrick Director of Process and Project ManagementWhat I Bring to the Team:I have been involved with all aspects of software development for 40 years as a technical analyst, developer, project manager, engineering manager, Agile coach, and SAFe Program Consultant. I ensure that everyone understands the business goals as well as the technical considerations to bring projects to success.You’d Never Guess That:I take great pride in being able to bridge the divide between business and technical people, because I speak both languages fluently.×.
Dave Woodrick Director of Professional ServicesWhat I Bring to the Team:My role is to oversee all projects within the Professional Services division, as well as providing direct support to our projects. I work to provide a clear vision for all projects within the Professional Services division, and to ensure that the finished product is created efficiently.You’d Never Guess That:I have a large vinyl record collection.I have milked a cow.My secret meatloaf recipe is highly sought after, and I got married on a leap day, making anniversaries easier.×. Bruno Nesi Senior DeveloperWhat I Bring to the Team:I’m senior developer in.Net technology and have worked in development the last 15 years. My skills are in Microsoft Technology tools like C# and MS infrastructure and development for web applications. The last three years I have worked with Cloud infrastructure like AWS and Azure and I have also participated in development in technologies like Ruby on Rails and Java.You’d Never Guess That:I am Brazilian.I love eating meat, but will not eat anything that has breathed water.I hate clowns, Santa Claus, and hipsters.×. Adrian Romero DeveloperWhat I Bring to the Team:I’m a developer at 729.
My main focus is web and mobile development but I enjoy all kinds of challenges. For web, I usually work with Ruby (Ruby on Rails) and Javascript (jQuery, React).
My profile can be defined as a full stack dev, but I like more the backend rather than the front. For mobile, I have experience in Android (Java) and iOS (objc and Swift), more Android than iOS. I’m familiar with SQL (MySQL and PostgreSQL) and some non-SQL systems (Elasticsearch and little Mongo). Recently, I’ve been learning Earlang/Elixir and machine learning.You’d Never Guess That:I’m a computer scientist who studies philosophy and loves playing soccer.I prefer spaces over tabs, but I think it should be more reasonable to use tabs.CSS scares me, and seeing those green dots when tests are passing calms me down like the wind at the sea.×. ONCORCommercial customers wanted the data to load-balance energy use, while residential users were clamoring to go green; a single interface was needed to satisfy them all. A government mandate meant the utility had just four months to complete the project.
When we arrived on the scene, the clock was already ticking. The abundance of information streaming from the smart meters needed to be harnessed via foolproof database management but, because smart meter technology had yet to reach maturity, data integrity problems abounded. Once captured by the utility, the information was fragmented into multiple silos. On top of all that, the negligence of a third-party vendor had left us with an interface that couldn‘t be implemented, meaning the job would be twice the work we‘d been led to expect.CLOSE. Client ChallengeCloud based video processing, with delivery to a high traffic mobile application.Using AWS, 729 Solutions created a fully scalable hosting solution that exposes an API to a native iOS application. The application ingested video clips from the users, processed them, then linked to other videos in the same storyline before making them available for streaming to the larger public user base.These resulting stories could then be shared with other users, or delivered as videos to social media outlets.
Given the continued popularity of video and social media, we also ensured that the application would dynamically scale with the growth of the user base, as well as handle high traffic peaks with little-to-no warning.CLOSE.
We recently launched a new version of the customer portal in Zendesk named. One of the primary points of focus when building Help Center was ensuring that it was as flexible and customizable as possible. We did away with “Extensions” and started giving you direct control over the HTML, CSS, and JavaScript to make the look and feel all yours. We also provided space for you to upload your own assets and reference them on the same domain to simplify including files.Beyond just making customization of your Zendesk easier to understand, this change opened up a whole new world of possibilities for customizing your Zendesk. As a casual designer who dove headfirst into the modern mobile web there is one possibility in particular that cried out to me: media queries!Using media queries is one of the most popular ways, and my favorite way, to tailor the design of your site to the resolution of the viewer’s display window. There are many different ways to use them to achieve a responsive site design, and with this I would like to demonstrate the basic concepts here with two similar methods.Head to the to learn more.