Pairing Session - 07/26 - Muhamed / Vlad
Title: Pairing Session - 07/26 - Muhamed / Vlad
Overview:
Pairing session. Discussed general support workflow. We discussed a few tickets as well to have better context for the workflow.
Tickets Worked On:
Post Call Notes:
We went through what the various queues mean specifically Needs Org & Triage and how they each differ and their focus is. Also discussed the subtleties of changing the various ticket statuses and how they impact our visibility. We also went through:
https://license.gitlab.com https://customers.gitlab.com https://gitlab.my.salesforce.com
and discussed how each one is used in our workflow.
We did discover a discrepancy where a customer was at "Basic" support in ZD, but they were actually a "Premium" customer in Salesforce and then referred back to Lis's message from yesterday about an issue in the sync between ZD and SF (https://gitlab.slack.com/archives/CCBJYEWAW/p1564075385192000) We then proceeded to fix the issue in ZD by following: https://about.gitlab.com/handbook/support/workflows/associating_needs_org_tickets_with_orgs.html#organization-exists-in-sfdc-but-service-level-does-not-match-zendesk