This guide covers the Zendesk apps currently used in the Global Zendesk instance.
@@ -223,23 +223,6 @@ The current user settings, which will determine what notifications you will (and
For information on editing your personal user settings, please see [Zendesk’s documentation](https://support.zendesk.com/hc/en-us/articles/4408819930906-Editing-your-personal-settings-in-Zendesk-Chat-Support-accounts#topic_gfh_rqm_4fb).
## Out of Office
<sup>*Introduced via [support-team-meta#4303](https://gitlab.com/gitlab-com/support/support-team-meta/-/issues/4303)*</sup>
This will enable an agent to mark when they are out of office in Zendesk, which then updates tickets and makes it visible in the views.
- This application was developed in-house and can be found [Out of Office project](https://gitlab.com/gitlab-support-readiness/zendesk-global/apps/out-of-office).
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## STAR
<sup>*Introduced via [support-team-meta#4694](https://gitlab.com/gitlab-com/support/support-team-meta/-/work_items/4694)*</sup>
@@ -95,8 +95,6 @@ If you're taking off **less than half a day,** you do not need to make entries i
If you're taking off **a half day or more,** enter the time off in Workday.
At the end of your last work day before taking PTO, update your availability using the [Out of Office](/handbook/security/customer-support-operations/zendesk/apps/global#out-of-office) app in Zendesk. This is done by navigating to the [app in Zendesk](https://gitlab.zendesk.com/agent/apps/out-of-office) and clicking the `Make unavailable` button on the row with your user information in it.
Follow the guidance below to prepare yourself, your customers, and your colleagues.
### Coverage for roles
@@ -290,8 +288,6 @@ that happened while you were away:
Consider setting up a few coffee chats with teammates to simply reconnect with them. You can also ask your teammates who haven't taken PTO while you were out, during coffee chats or pairing sessions, to mention a thing or two that you might have missed.
Once you have taken the time to catch-up, update your availability using the [Out of Office](/handbook/security/customer-support-operations/zendesk/apps/global#out-of-office) app in Zendesk showing you are no longer OOO. This is done by navigating to the [app in Zendesk](https://gitlab.zendesk.com/agent/apps/out-of-office) and clicking the `Make available` button on the row with your user information in it.
If you unassigned some of your tickets before going on PTO, take the time to go through them and check their status. It's good practice to reassign them to yourself if these are either still missing a DRI, or if it appears that you're still the best equipped person to drive it to a solution.
