Workflow to allow support managers to approve and merge new org notes
Problem Statement
What is the problem?
Currently only support ops can update organization notes within support
Why is this a problem?
It tends to create unnecessary overhead by requiring approvals from a team that often doesn't have the context needed to approve/block an update. They seem to be in agreement per this comment that they don't need to be involved in the reviewing/updating of org notes.
Proposal
- Allow support managers to be maintainers of the zendesk-organizations project
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Done
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- Create template(s) for SEs/Sales/PS/etc to add relevant details to an organization
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Done
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- Create workflow for support managers to review, approve, and update the relevant organizations when a new note is addded
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Done
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DRI
@JamesRLopes will be DRI
Required Resources
- Operations team to provide access to project
- Support Manager input on workflow to assign responsibilities for approving/merging
Potential Roadblocks/Things to consider
- Volume of requests could increase and quality of the org notes could decrease since we're allowing a larger team to validate the notes
Related Issues/MRs/Epics/Tickets
#4582 (closed) https://gitlab.com/gitlab-com/support/support-ops/zendesk-global/organizations/-/merge_requests/116
Edited by James Lopes