Commit 385520e4 authored by Jason Colyer's avatar Jason Colyer Committed by James Lopes
Browse files

Adding Zendesk US Federal documentation to ops hb

parent fe56a295
......@@ -13,15 +13,14 @@ description: 'An overview of the Zendesk Global schedules'
 
## Overview
 
Schedules arein Zendesk are like schedules in most other things: windows of
time. We use these to determine business hours and various regional working
hours.
Schedules in Zendesk are like schedules in most other things: windows of time.
We use these to determine business hours and various regional working hours.
 
## GitLab Schedules
 
### [Business Hours](https://gitlab.zendesk.com/agent/admin/schedules/91387)
 
* Timezone: GMT -07:00 Pacific Time (US & Canada)
* Timezone: Pacific Time (US & Canada)
* Sunday: 1500-2400
* Monday: 0000-2400
* Tuesday: 0000-2400
......@@ -32,7 +31,7 @@ hours.
 
### [EMEA](https://gitlab.zendesk.com/agent/admin/schedules/360000029879)
 
* Timezone: GMT +02:00 Amsterdam
* Timezone: Amsterdam
* Sunday: Closed
* Monday: 0800-1800
* Tuesday: 0800-1800
......@@ -43,7 +42,7 @@ hours.
 
### [AMER](https://gitlab.zendesk.com/agent/admin/schedules/360000029899)
 
* Timezone: GMT -07:00 Pacific Time (US & Canada)
* Timezone: Pacific Time (US & Canada)
* Sunday: Closed
* Monday: 0500-1700
* Tuesday: 0500-1700
......@@ -54,7 +53,7 @@ hours.
 
### [APAC](https://gitlab.zendesk.com/agent/admin/schedules/360000029919)
 
* Timezone: GMT +10:00 Brisbane
* Timezone: Brisbane
* Sunday: Closed
* Monday: 0900-2200
* Tuesday: 0900-2200
......@@ -65,7 +64,7 @@ hours.
 
### [Low Priority Tickets](https://gitlab.zendesk.com/agent/admin/schedules/360000044539)
 
* Timezone: GMT -07:00 Pacific Time (US & Canada)
* Timezone: Pacific Time (US & Canada)
* Sunday: 1500-2400
* Monday: 0000-2400
* Tuesday: 0000-2400
......
......@@ -33,6 +33,7 @@ setting.
 
This requires an exact process, which is detailed via the
[SLA Change Process workflow](../workflows/sla_change_process.html)
## Current SLA Policies
 
### Emergency SLA
......
---
layout: handbook-page-toc
title: 'Apps'
category: 'Zendesk US Federal'
description: 'An overview of the Zendesk US Federal apps'
---
## On this page
{:.no_toc .hidden-md .hidden-lg}
- TOC
{:toc .hidden-md .hidden-lg}
## Overview
Zendesk can have applications installed into it to enhance its capabilities.
Here at GitLab, we use quite a few apps to help make Zendesk even better!
Zendesk applications tend to come from one of two areas:
* [The Zendesk Marketplace](https://www.zendesk.com/apps/)
* Developed in-house
<!-- When time allows, make a page detailing _how_ to create an application -->
## App locations
Applications can be run in a great many places, but the traditional locations
are:
* [Ticket sidebar](https://developer.zendesk.com/apps/docs/support-api/ticket_sidebar)
* [User sidebar](https://developer.zendesk.com/apps/docs/support-api/user_sidebar)
* [Organization sidebar](https://developer.zendesk.com/apps/docs/support-api/organization_sidebar)
* [Navbar](https://developer.zendesk.com/apps/docs/support-api/nav_bar)
* [Background](https://developer.zendesk.com/apps/docs/support-api/background)
You can see more resources on application locations via the
[Zendesk Developer Manifest Reference](https://developer.zendesk.com/apps/docs/developer-guide/manifest#location)
documentation.
### Advanced Search
See
[Zendesk Global Apps - Advanced Search](zendesk_global_apps.html#advanced-search)
for more details on this app, as it is the same one that runs in Zendesk Global.
### Due Date Picker
See
[Zendesk Global Apps - Due Date Picker](zendesk_global_apps.html#due-date-picker)
for more details on this app, as it is the same one that runs in Zendesk Global.
### Support Uploader
See
[Zendesk Global Apps - Support Uploader](zendesk_global_apps.html#support-uploader)
for more details on this app, as it is the same one that runs in Zendesk Global.
### GitLab Reminders App
See
[Zendesk Global Apps - GitLab Reminders App](zendesk_global_apps.html#gitlab-reminders-app)
for more details on this app, as it is the same one that runs in Zendesk Global.
### Show Related Tickets
See
[Zendesk Global Apps - Show Related Tickets](zendesk_global_apps.html#show-related-tickets)
for more details on this app, as it is the same one that runs in Zendesk Global.
### Ticket Redaction App
See
[Zendesk Global Apps - Ticket Redaction App](zendesk_global_apps.html#ticket-redaction-app)
for more details on this app, as it is the same one that runs in Zendesk Global.
### GitLab User Lookup
See
[Zendesk Global Apps - GitLab Users Lookup](zendesk_global_apps.html#gitlab-user-lookup)
for more details on this app, as it is the same one that runs in Zendesk Global.
### Architecture Diagrams
See
[Zendesk Global Apps - Architecture Diagrams](zendesk_global_apps.html#architecture-diagrams)
for more details on this app, as it is the same one that runs in Zendesk Global.
---
layout: handbook-page-toc
title: 'Automations'
category: 'Zendesk US Federal'
description: 'An overview of the Zendesk US Federal automations'
---
## On this page
{:.no_toc .hidden-md .hidden-lg}
- TOC
{:toc .hidden-md .hidden-lg}
## Overview
As per
[Zendesk](https://support.zendesk.com/hc/en-us/articles/203662236-About-automations-and-how-they-work):
> Automations are similar to triggers because both define conditions and actions
> that modify ticket properties and optionally send email notifications to
> customers and agents. Where they differ is that automations execute when a
time event occurs after a ticket property was set or updated, rather than
immediately after a ticket is created or updated.
The simpler way to think of it is automations are triggers that do not run
instantly. They are time based than event based.
## Automations management
Instead of managing Zendesk automations via Zendesk itself, we instead use
GitLab itself via the
[zendesk-automations project](https://ops.gitlab.net/gitlab-com/support/zendesk-us-federal/zendesk-automations).
This allows us to have version-controlled automations. For more information on
managing Zendesk via the various GitLab projects, please review
[Using the sync repos](sync_repos.html).
### Current automations
As we have many automations, and they change quite frequently, the best resource
to see all the current triggers would be the
[zendesk-automations project](https://ops.gitlab.net/gitlab-com/support/zendesk-us-federal/zendesk-automations).
## Filing issues
Due to the restricted access of the Ops instance, please file all issues
pertaining to Zendesk US Federal automations via the
[Automations template](https://gitlab.com/gitlab-com/support/support-ops/zendesk-us-federal/-/issues/new?issuable_template=Automations)
in the
[zendesk-us-federal project](https://gitlab.com/gitlab-com/support/support-ops/zendesk-us-federal).
---
layout: handbook-page-toc
title: 'Zendesk US Federal FAQs'
category: 'FAQs'
description: 'Zendesk US Federal frequently asked questions'
---
## On this page
{:.no_toc .hidden-md .hidden-lg}
- TOC
{:toc .hidden-md .hidden-lg}
## Overview
This is a compilation of frequently asked questions (FAQs) for Zendesk Global.
### Can customers of this instance use the Global instance?
Yes they can! Because of the limited hours Zendesk US Federal is available, we
enable all US Federal customers to utilize Zendesk Global, with the
understanding that Zendesk Global is not restricted to US citizens only.
---
layout: handbook-page-toc
title: 'Forms'
category: 'Zendesk US Federal'
description: 'An overview of the Zendesk US Federal forms'
---
## On this page
{:.no_toc .hidden-md .hidden-lg}
- TOC
{:toc .hidden-md .hidden-lg}
## Overview
Ticket forms are the forms utilized by the user to create tickets (when using
the web UI). These then translate the responses on the form into ticket
metadata.
These fall into one of two types:
* Public - meaning both agents and end-users can see these
* Internal - meaning only agents can see these
## Form management
Instead of managing Zendesk forms via Zendesk itself, we instead use GitLab
itself via the
[zendesk-ticket-forms-and-fields project](https://ops.gitlab.net/gitlab-com/support/zendesk-us-federal/zendesk-ticket-forms-and-fields).
This allows us to have version-controlled forms. For more information on
managing Zendesk via the various GitLab projects, please review
[Using the sync repos](sync_repos.html).
### Current forms
| Name | ID | Type | Category | What is it for |
|---|:-:|---|---|---|
| [Support](https://ops.gitlab.net/search?utf8=%E2%9C%93&group_id=723&project_id=444&scope=&search_code=true&snippets=false&repository_ref=master&nav_source=navbar&search=id%3A+360000446511) | 360000446511 | Public | Support | For tickets relating to Support matters |
| [Security](https://ops.gitlab.net/search?utf8=%E2%9C%93&group_id=723&project_id=444&scope=&search_code=true&snippets=false&repository_ref=master&nav_source=navbar&search=id%3A+360000546132) | 360000546132 | Public | Non-support | For tickets relating to security matters |
| [Triage](https://ops.gitlab.net/search?utf8=%E2%9C%93&group_id=723&project_id=444&scope=&search_code=true&snippets=false&repository_ref=master&nav_source=navbar&search=id%3A+360001421032) | 360001421032 | Internal | Support | For tickets needing to be triaged |
| [Live Upgrade Assistance](https://ops.gitlab.net/search?utf8=%E2%9C%93&group_id=723&project_id=444&scope=&search_code=true&snippets=false&repository_ref=master&nav_source=navbar&search=id%3A+360001434131) | 360001434131 | Public | Support | For tickets relating to Live Upgrade Assistance |
| [Shared Organization Request](https://ops.gitlab.net/search?utf8=%E2%9C%93&group_id=723&project_id=444&scope=&search_code=true&snippets=false&repository_ref=master&nav_source=navbar&search=id%3A+360001421052) | 360001421052 | Public | Support | For tickets relating to Shared Organization Requests |
| [L&R](https://ops.gitlab.net/search?utf8=%E2%9C%93&group_id=723&project_id=444&scope=&search_code=true&snippets=false&repository_ref=master&nav_source=navbar&search=id%3A+360001421072) | 360001421072 | Public | Support | For matters relating to Licensing and Subscription Renewals |
| [Emergency](https://ops.gitlab.net/search?utf8=%E2%9C%93&group_id=723&project_id=444&scope=&search_code=true&snippets=false&repository_ref=master&nav_source=navbar&search=id%3A+360001421112) | 360001421112 | Internal | Support | For emergency requests |
## Filing issues
Due to the restricted access of the Ops instance, please file all issues
pertaining to Zendesk US Federal forms via the
[Ticket Forms and Fields template](https://gitlab.com/gitlab-com/support/support-ops/zendesk-us-federal/-/issues/new?issuable_template=Ticket Forms and Fields)
in the
[zendesk-us-federal project](https://gitlab.com/gitlab-com/support/support-ops/zendesk-us-federal).
---
layout: handbook-page-toc
title: 'Macros'
category: 'Zendesk US Federal'
description: 'An overview of the Zendesk US Federal macros'
---
## On this page
{:.no_toc .hidden-md .hidden-lg}
- TOC
{:toc .hidden-md .hidden-lg}
## Overview
As per
[Zendesk](https://support.zendesk.com/hc/en-us/articles/115001236988-Creating-macros-for-tickets):
> A macro is a prepared response or action that an agent can manually apply when
> they are creating or updating tickets. Macros contain actions that can update
> ticket properties.
>
> Unlike triggers and automations, macros only contain actions, not conditions.
> Conditions aren't used because nothing is automatically evaluating tickets to
> determine if a macro should be applied. Agents evaluate tickets and apply
> macros manually as needed.
Macros can do a wide range of these things, but the most common actions are:
* Make a public comment
* Add or remove ticket tags
* Change the ticket assignee
* Change the ticket form
* Populate ticket fields
## Macro management
Instead of managing Zendesk macros via Zendesk itself, we instead use GitLab
itself via the
[zendesk-macros project](https://ops.gitlab.net/gitlab-com/support/zendesk-us-federal/zendesk-macros).
This allows us to have version-controlled macros. For more information on
managing Zendesk via the various GitLab projects, please review
[Using the sync repos](sync_repos.html).
### Current macros
As we have many macros, and they change quite frequently, the best resource to
see all the current macros would be the
[zendesk-macros project](https://ops.gitlab.net/gitlab-com/support/zendesk-us-federal/zendesk-macros).
## Filing issues
Due to the restricted access of the Ops instance, please file all issues
pertaining to Zendesk US Federal macros via the
[Macros template](https://gitlab.com/gitlab-com/support/support-ops/zendesk-us-federal/-/issues/new?issuable_template=Macros)
in the
[zendesk-us-federal project](https://gitlab.com/gitlab-com/support/support-ops/zendesk-us-federal).
---
layout: handbook-page-toc
title: 'Organizations'
category: 'Zendesk US Federal'
description: 'An overview of the Zendesk US Federal organizations'
---
## On this page
{:.no_toc .hidden-md .hidden-lg}
- TOC
{:toc .hidden-md .hidden-lg}
## Overview
Organizations are simply a collection of users in Zendesk (much like groups). We
use them to also store metadata (synced from Salesforce), which is used to
determine such things as SLA, ARR, etc.
## Organization fields
| Field Named | API Name | Data Type | Possible Values |
|-------------|----------|-----------|-----------------|
| Salesforce ID | salesforce_id | Text | * |
| Account Type | account_type | Dropdown | Customer, Former Customer, Prospect |
| ARR | aar | Decimal | * |
| Support Level | support_level | Dropdown | Starter, Premium, Ultimate, Basic |
| Market Segment | market_segment | Text | * |
| Technical Account Manager | technical_account_manager | Text | * |
| Account Owner | account_owner | Text | * |
| Solutions Architect | solutions_architect | Text | * |
| Number of Seats | seats_decimal | Decimal | * |
| AM Project ID | am_project_id | Text | * |
## Editing Organizations
As a lot relies on organizations being setup properly, this feature requires
admin level abilities currently. If an organization needs to be edited, an issue
should be filed using the
[Add Zendesk Organization Notes or Tags Request](https://gitlab.com/gitlab-com/support/support-ops/support-ops-project/-/issues/new?issuable_template=Add%20Zendesk%20Organization%20Notes%20or%20Tags%20Request)
issue template.
## Organization Notes
All organizations have the ability to have notes about them via the Organization
page in Zendesk. These notes are automatically placed on a ticket (along with
other organization informaiton) as soon as the ticket has an organization
present. This is done via the
[`Ticket::Internal Comment::Organization Info` trigger](https://gitlab.com/search?utf8=%E2%9C%93&search=id%3A+360015531940&group_id=2573624&project_id=20010334&scope=&search_code=true&snippets=false&repository_ref=master&nav_source=navbar).
### What if an organization has multiple subscriptions?
This is an edge case Support-Ops and Sales-Ops are working on. The current
solution is to apply the correct tag to the organization so it will get multiple
plan tags on newly created tickets. As an example:
> Jason Enterprises has a Gold subscription and a Starter license.
>
> Salesforce has them as Gold, so the organization in Zendesk shows their
> GitLab Plan as Gold.
>
> To ensure they get the proper support (and the ticket routes properly), we
> need to manually apply the starter tag on the organization.
Support engineers can
[request tags and notes be added to the org](https://gitlab.com/gitlab-com/support/support-ops/support-ops-project/-/issues/new?issuable_template=Add%20Zendesk%20Organization%20Notes%20or%20Tags%20Request).
Once a ticket comes in, it may show in multiple views. The non-applicable tag
needs to be removed so that it only shows in a single queue.
## Organization Permissions
By default, organizations are setup so that the users within it can only see and
comment on their own tickets. This security measure often doesn't work for some
organizations though.
Because of that, we have the ability to setup Shared Organizations, a term
meaning the users in an organization have heightened permissions and can do see
and/or comment on tickets that are not theirs. For more information on Shared
Organizations, review the
[Shared Organizations workflow](../workflows/shared_organizations.html).
---
layout: handbook-page-toc
title: 'Sandbox'
category: 'Zendesk US Federal'
description: 'An overview of the Zendesk US Federal sandbox'
---
## On this page
{:.no_toc .hidden-md .hidden-lg}
- TOC
{:toc .hidden-md .hidden-lg}
## Overview
GitLab's subscription to Zendesk includes a Sandbox environment, which is
intended to be used as a testing ground (staging/dev area) for all major changes
to the support portal prior to deploying those changes to the production
instance of Zendesk.
## Gaining Access
With the Sandbox instance, we only have 50% of the seats our production Zendesk
instance has available. As such, not every person has a Sandbox account. To
request one, please utilize an
[access request issue](https://gitlab.com/gitlab-com/team-member-epics/access-requests/-/issues/new)
to have one provisioned. Please make sure to include:
* Why you need access to it
* How long you need access to it
* If you need heightened permissions
* Why you need heightened permissions (if applicable)
* Which instance's Sandbox access is being requested (Global / U.S. Federal)
The provisioner for these requests will be the Support Operations Manager
(@jcolyer).
## Test Users and Organizations
To help both facilitate easy testing and keep the sandbox in a clean state,
Support Operations has created some test organizations and users you can use.
Whenever possible, please utilize these organizations and users to test "end
user" experiences.
Note: These users, roles and organizations currently only exist for the Global Support Portal Sandbox.
| User Name | User Email | Organization | Tags |
|-----------|------------|--------------|------|
| Premium Test 1 | premiumtest1@example.com | Premium Test Organization | premium |
| Premium Test 2 | premiumtest2@example.com | Premium Test Organization | premium |
| Premium Test 3 | premiumtest3@example.com | Premium Test Organization | premium |
| Starter Test 1 | startertest1@example.com | Starter Test Organization | starter |
| Starter Test 2 | startertest2@example.com | Starter Test Organization | starter |
| Starter Test 3 | startertest3@example.com | Starter Test Organization | starter |
| Ultimate Test 1 | ultimatetest1@example.com | Ultimate Test Organization | ultimate |
| Ultimate Test 2 | ultimatetest2@example.com | Ultimate Test Organization | ultimate |
| Ultimate Test 3 | ultimatetest3@example.com | Ultimate Test Organization | ultimate |
| Prospect 1 | prospect1@example.com | Prospect Organization | prospect |
| Prospect 2 | prospect2@example.com | Prospect Organization | prospect |
| Prospect 3 | prospect3@example.com | Prospect Organization | prospect |
If you find you need other test organizations/users, please create an issue via the
Support Operations
[issue tracker](https://gitlab.com/gitlab-com/support/support-ops/support-ops-project/-/issues/new?issuable_template=Support%20Ops%20Issue%20Template).
---
layout: handbook-page-toc
title: 'Schedules'
category: 'Zendesk US Federal'
description: 'An overview of the Zendesk US Federal schedules'
---
## On this page
{:.no_toc .hidden-md .hidden-lg}
- TOC
{:toc .hidden-md .hidden-lg}
## Overview
Schedules in Zendesk are like schedules in most other things: windows of time.
We use these to determine business hours and various regional working hours.
## GitLab Schedules
### [Business Hours](https://gitlab-federal-support.zendesk.com/agent/admin/schedules/360000298411)
* Timezone: Pacific Time (US & Canada)
* Sunday: Closed
* Monday: 0600-1800
* Tuesday: 0600-1800
* Wednesday: 0600-1800
* Thursday: 0600-1800
* Friday: 0600-1800
* Saturday: Closed
## Holidays
All schedules should utilize the same holidays. The ones we currently put into
Zendesk are:
* Easter (this is a "movable feast" holiday, so it changes each year)
* Christmas (December 25th)
* New Years Day (January 1st)
On those day, the schedules "stop", which results in the SLA clock not moving.
This allows for Support to actually have those holidays "off".
---
layout: handbook-page-toc
title: 'SLA Policies'
category: 'Zendesk US Federal'
description: 'An overview of the Zendesk Federal SLA policies'
---
## On this page
{:.no_toc .hidden-md .hidden-lg}
- TOC
{:toc .hidden-md .hidden-lg}
## Overview
As per
[Zendesk](https://support.zendesk.com/hc/en-us/articles/204770038-Defining-and-using-SLA-policies):
> A Service Level Agreement, or SLA, is an agreed upon measure of the response
> and resolution times that your support team delivers to your customers.
> Providing support based on service levels ensures that you're delivering
> measured and predictable service. It also provides greater visibility when
> problems arise.
Keep in mind only 1 SLA policy can be in place for a ticket. As such, it will
use the top most SLA based on the list of our SLAs (see below).
**NOTE**: What appears here is all titled SLA, but many of these are internal
SLOs instead. They are titled SLA because that is what Zendesk calls the
setting.
## Changing SLA Policies
This requires an exact process, which is detailed via the