►
B
A
B
B
It
is
the
top
of
the
hour
for
certain
values
of
time
zones,
the
bottom
of
the
hour
for
others
it
is
Tuesday
where
I
meant
and
a
warm
salutations.
Welcome
to
the
support
group
conversation.
My
name
is
Lyle
Kozlov
I'm,
the
interim
senior
support
engineering
manager
located
in
beautiful,
sunny,
Vancouver
British
Columbia
Canada.
B
C
Thanks
for
thanks
for
leaving
all
the
silence
and
you're
egging
begging,
people
on
made
me
nervous,
so
I
had
to
speak
up,
but
thanks
for
leaving
this,
can
we
just
kind
of
help
people
understand
what
we're
all?
What
we're
trying
to
do?
I
think
there's
a
slide
not
to
get
the
number
but
around
the
links
and
how
we're
trying
to
track
to
the
various
links
we're
doing
there,
whether
it
be
Docs
or
Mrs
or
handbook.
C
Just
the
the
efforts
that
I
think
we're
trying
to
one
it
there's
an
element
to
it
that
is
workflow
and
process
and
making
sure
we
can
identify
what
we're
what
we're
linking
to
and
and
who
is
doing.
The
linky
kind
of
the
mechanics
behind
that
I
know.
Billy
is
in
a
better
spot,
but
I
think
a
lot
of
folks
know
how
you
know
a
lot
of
folks.
Don't
know
how
that
intricacies
are
working,
but
also
what
we're
trying
to
get
out
of
the
effort
of
measuring
those
those
links.
D
Thanks
I'll
do
my
best,
so
we
have
been
trying
to
measure
the
amount
of
documentation
that
having
been
sharing
with
our
customers
in
an
attempt
to
kind
of
measure,
the
the
deflection
rate
that
we
can
help
with.
So
in
general,
what
we
have
been
attempting
to
do
is
to
see
how
many
links
we
are
sharing
with
our
customers
through
our
communications,
and
we
believe
that
it's
always
better
to
share
documentation,
link
or
a
handbook
link
or
create
one
so
to
make
sure
that
our
customers
can
follow
up
on
what
we
have
provided
them.
D
In
order
to
get
to
that,
we
have
created
a
few
features
in
our
Zendesk
to
make
sure
that
we
can
filter
out
and
see
which
kind
of
documents
our
cars
our
customers
are
getting
from
us.
On
the
other
hand,
we
have
been
attempting
also
to
try
to
enumerate
which
type
of
documentation
we
have
been
sharing
with
our
customers
and
on
another
end,
we
have
been
doing
our
efforts
to
try
to
increase
the
amounts
of
documentation
and
handbook
updates
that
we
have
been
creating
to
facilitate
those
kinds
of
behaviors.
B
E
F
B
Question
we
we
did
do
one,
we
actually
did
it
before
it
was
cool
to
do
them.
We
did
it
back
in
October
and
we
actually
have
a
blog
about
it.
Let
me
find
the
link
for
that
in
general.
I
think
that
it
went
pretty
well,
it
was
asynchronous,
and
so
it
was
really
fun
to
watch
pictures
pour
in
for
24
hours.
B
I
made
me
hungry
for
pizza
well
before
it
was
time
to
eat
pizza,
and
so
we
actually
have
another
one
planned,
but
I
I'm,
hoping
that
we're
gonna
be
able
to
do
it
a
little
bit
differently.
What
I
really
like
to
do
is
have
everyone
take
a
set
of
ingredients,
something
like
some
some
kitchen
basics,
something
like
onions,
potatoes,
some
sort
of
protein
and
then
have
everyone.
F
B
Yeah,
exactly,
and
so,
if
that
doesn't
fly
with
the
support
team,
that
I'm
gonna,
take
it
to
the
Cooking
Channel,
but
I
think
that
that
would
be
a
really
fun
thing
to
do
in
terms
of
tactics
for
the
pizza
party.
I
I.
Don't
think
that
there
was
anything
particularly
special
and
just
making
sure
that
you
have
a
thread
and
you're
documenting
and
yeah
I
use
the
pizza
emoji
a
lot
thanks.
F
G
Hey
Lyle
Joe
drums
are
here
at
Pacific,
Northwest
cell
on
slide
number
six
I'm
drawn
to
the
disparity
between
the
SLA
achievement
between
premium
and
ultimate
self-hosted
and
silver
and
gold.
4.Com
just
curious.
If
you
can
provide
some
color
on,
maybe
some
of
the
difficulties
in
achieving
a
higher
SLA
4.com.
B
Versus
self-hosted,
that's
a
great
question
so,
historically
in
support,
we
were
divided
by
product
I.
We
had
a
dot-com
team
and
we
had
a
self-managed
team
back
in
December.
We
started
the
process
of
coalescing
those
teams
taking
sort
of
the
the
buyer
based
open
core
model
and
extending
that
into
support
and
saying
that
it's
not
like
how
you
consume
gitlab
that
matters
it's
what
you're
consuming
in
gitlab
and
so
I.
B
There
is
still
some
historical,
some
historical
artifacts
about
who
was
the
dot-com
team
and
who
has
the
access
to
do
support
ENCOM,
and
that
team
is
still
a
little
bit
smaller,
so
we're
working
on
figuring
out
how
to
get
everyone
equipped
to
be
able
to
do
support
ENCOM.
There
are
some
special
special
needs
for
calm
customers.
One
of
them
would
being
sort
of
dot-com
customers
assume
that
you
have
access
to
their
repository
data
to
all
the
settings,
and
so
that
means
at
present
we
need
to
admin
access,
I.
Think
that
anybody
from
security.
B
If
if
I
said
right
now,
we
want
everyone
on
this
working
to
have
admin
access
on
Comm,
they
would
throw
tomatoes
at
me
rightfully
so,
and
so
that's
the
kind
of
piece
that
we're
working
on
right
now
is
figuring
out.
How
we
can
extend
at
do
support
for
calm
within
a
world
where
not
everyone
has
admin
access,
so
that
I
think
is
where
we've
seen
some
of
the
Falls.
Is
it's
just
staffing
globally?
B
So
that's
actually
one
of
my
Oh
carrots
for
the
quarter
I
will
grab
a
link
for
that,
but
we've
noticed
that
and
that's
something
that
we
definitely
want
to
bring
up
I
into
more
into
alignment.
That's
sort
of
the
negative
answer.
The
positive
answer,
though,
is
on
the
sort
of
the
premium
and
ultimate
side.
We've
had
a
really
really
great
team
playing
two
specific
roles.
We
have
a
couple
of
folks
in
each
region
each
week
who
do
a
role
called
frt
Hawk.
B
Their
sole
job
is
to
get
out
first
replies
within
SLA
times,
and
so
that
role
has
been
really
successful.
We
also
have
a
role
called
SLA
Hawk.
So
if
there's
any
tickets
that
you
know
don't
have
an
assignee
or
somebody
who's
taking
taking
care
of
them,
then
it's
their
job
to
make
sure
that
the
team's
alerted
and
we
get
those
next
replies
out.
B
H
I
Yeah
I
wonder
what
an
MVC
for
using
gitlab
service
desk
would
look
like,
and
it's
triggered
by
I
saw
that
we
made
a
support.
Uploader
I,
don't
think
that's
has
anything
to
do
with
gitlab.
So
maybe
that's
C,
Zendesk
tokens
and
stuff
like
that.
So
maybe
that's
that's
not
a
good
MVC,
but
are
we
thinking
about
it
like
long
term,
we
gotta
use
our
own
product.
So
what
is
what
is
a
rope
map?
Damn?
What's
the
first
step,
yeah.
B
That's
a
it's
something
that
definitely
I've
thought
about
a
lot
I
would
say
so.
The
MVC
that
we
have
right
now
is
the
way
that
we
handle
gdpr
requests.
So
any
gdpr
requests
right
now
go
to
a
gait
lab
service
desk
and
we're
using
the
workflows
within
I,
get
lab
service
desk
to
make
sure
that
those
are
processed
and
that's
working
fairly
well.
I
would
say
one
of
the
larger
blockers
that
we
have
would
be
that
we
have
to
have
separate
issues
for
communicating
with
the
client
and
with
the
team
internally.
B
So
we
have
somebody
write
this
in
saying:
I
want
to
delete
my
account.
We
have
to
think
create
a
separate
issue
to
make
sure
that
we're
you
know
removing
them
from
all
of
the
different
systems
and
leaving
the
issue
where
they
communicated
through
Service
Desk
open
and
then
once
those
are
all
completed
going
through.
That
other
issue
see
you
can't
have
like
a
confidential
comment.
That's
right!
There
is
an
open
issue
for
that.
I
think
we
are
doing
some
design
exploration.
B
I
Like
be
great
to
like
be
able
to
improve
your
own
product,
the
product
you
have
to
use
every
day
like
so
everyone
can
contribute.
So
it's
not
necessary
to
wait
for
design
some
necessary
to
wait
for
the
for
the
PM.
The
support
needs
to
feature
it's
not
your
job.
So
it's
not
it's
not
part
of
your
okrs,
although
we
can
make
it
part
of
the
oke
ours,
that's
something
for
Tom
to
consider,
but
I
love.
If
we
have
identified
a
thing,
we
need
that's,
let's
get
you
the
product.
I
would.
B
I
I
J
I'd
like
this
question,
thank
you
for
asking
it
I.
This
is
actually
something
I've
answered
a
few
times
now
and
there's
not
a
good
or
official
answer
as
to
why
we
are
using
Zendesk
instead
of
get
lab
the
product
and
service
desk
I
do
think
right
now,
with
the
integrations
and
reporting
functionality,
that
Zendesk
is
kind
of
an
efficiency
and
and
results
fix,
but
I
really
like
the
idea
of
adding
things
to
Service
Desk.
J
If
that
support
would
need
so
we
can
kind
of
switch
over
to
dogfooding
our
own
product
for
providing
support
and
would
be
support.
Uploader
I
think
that
solves
two
problems,
and
this
is
something
possibly
we
could
integrate
into
servicedesk.
Essentially,
one
is
providing
large
files
to
Custer's
customer
support.
Zendesk
has
a
20
megabyte
limit,
I'm,
not
sure
what
the
limit
is
for
service
desk,
but
sometimes
there
can
be
files
up
to
a
gigabyte
in
size
or
more,
and
getting
these
to
support
in
a
efficient
or
official
way
is
difficult,
and
the
other
thing
is
right.
J
Now
the
access
control
for
the
customer
uploaded
files
is
limited
to
built-in
functionality
in
Zendesk
and
there's
not
particularly
a
least
privileges
way
to
set
access
control
permissions
for
these
customer
files.
So
Zendesk
lite
agents
can
download
the
files
that
customers
upload
and
if
they
don't
need
to
do
that
in
their
role,
then
the
support
uploader
would
kind
of
provide
an
additional
layer
of
access
control.
On
top
of
that,
to
ensure
only
people
who
need
to
see
these
files
have
access
to
them,.
I
I
think
sure
I
think
the
uploader
I'm
not
100%
sure
about
but
I
think
making
confidential
comments
and
moving
moving
from
get
Lancome
to
op
circuit
lab
The
Observer.
Those
make
total
sense
to
me
as
things
otherwise
you'd
always
be
hesitant
to
use
it
because
it's
gonna
going
down
at
the
moment.
You
need
it
most
I.
K
Want
to
say,
remembering
right
is
actually
working
on
something
to
kind
of
remove
some
of
the
limitations
from
the
Zendesk
at
file
attachment
using
s3
and
having
access,
control
and
things
like
that,
but
also
enable
us
to
have
like
scripts.
We
can
run
on
logs
to
have
pre,
analyzers
and
stuff,
like
that.
I
believe
that
somebody's
working
on
I'll
grab
the
issue
and
add
it
to
the
talk
later,
though,.
C
Manage
a
very
distributed
customer
base
in
in
a
consolidated
fashion.
So
it's
it's.
You
know
kind
of
the
Salesforce
for
support,
supporting
customers
and
that's
that's
kind
of
how
we've
been
trying
to
expand
and
how
we
use
then
desk
and
I
appreciate
that
the
you
know:
Service
Desk
is
a
component
to
get
left
and
happy
to
look
at.
You
know
like
say
iterate
on
it
and
potentially
improving
how
we're
supporting
or
calm
customers,
and
you
know
seeing
how
we
can
expand
it.
C
If
we,
you
know
if
it
gets
to
a
point
where
it
has
the
flexibility,
we
can
create
the
flexibility
that
Zendesk
provides
us,
then
yeah
I
think
we
should.
We
should
look
at
you
know
we
can
minimize
that
that
Zendesk
cost
but
I
think
there's
just
a
lot
of
benefit
in
using
Zendesk
today
for
the
number
of
capabilities
that
it
brings
to
us
so
in
and
as
Greg
and
Jason.
We're
talking
about
the
support.
C
I
Desk
and
I
think
it's
important
to
recognize
that
it's
not
about
what
we
pace
and
this
that
is
not.
That
is
not
what
we're
trying
to
solve
for
the
reason
we
doc
foot
is
not
the
safe
cost
on
software
licenses.
The
reason
we
dog
food
is
because
then
we
have
an
incentive
to
make
our
own
product
better
and
if
we
have
a
better
product
will
be
more
successful
company.
So
that's
that's.
That's
the
goal.
It's
not
to
save
one's
own
licenses,
it's
to
make
sure
that
we
make
our
own
product
better.
Yeah,.
C
I
and
I
think.
The
question,
though,
is
is
our
we
are
we
focusing
our
efforts
on
something
specific
for
get
lab
and
for
get
lab
customers
to
be
able
to
use
and
then
are
with
us.
We
kind
of
entering
the
competitive
area
of
the
Zen
desks
of
the
world
in
building
a
service
desk
specific
for
get
lab
customers
or
for
specific
for
get
lab.
Yes,.
C
B
Great
I
did
want
to
point
everyone
I'd
link
to
an
issue
where
we
discussed
this,
and
it's
not
the
best
discussion
but
I
think
that
there
it
does
kind
of
lay
it
out
a
bit
more
clearly
than
we
might
have.
So
there
are
a
few
other
potential
blockers
that
need
to
get
built
into
the
product
on
this
one.
But
if
there's
no
more
discussion
on
this
topic
said
I
think
you
have
the
next
question
as
well.
Yeah.
I
B
Access
no
console
access,
yes,
console
access
is
because
we
have
there's
certain
situations
where,
for
example,
we
rolled
out
soft
delete
recently,
and
there
are
customers
that
sometimes
write
in
asking
us
to
override
that
sock,
delete
and
delete
immediately
and
there's
other
just
investigations
that
we
need
to
do
I
needed
to
run
a
report
for
a
large
customer
yesterday
and
it
was
more
efficient
to
do
it
through
the
console.
Then
it
would
have
been
to
do
through
the
API.
In
fact,
it
wouldn't
have
been
possible
through
the
API
yeah.
I
B
B
L
L
Yeah
I
saw
there
is
a
blog
post,
but
subscribe
to
the
blog
post
is
a
lot
of
noise
and
we've
heard
from
others.
You
know
in
our
prior
lives
and
other
organizations
where,
if
there
are
specifically
something
that's
breaking
or
a
production,
impacting
a
change
that
there
could
be
a
proactive
notification
of
customers
to
reduce
the
number
of
calls
coming
in,
not
everybody
reads:
every
blog
posts
or
release
note,
so
just
call
them
special
attention
of
things
that
can
break
things.
Yeah.
J
Thank
you
for
bringing
this
up
Edmund.
This
is
a
really
good
point
and,
to
be
completely
honest,
I
also
missed
the
blog
post
and
this
caught
me
off
guard
yesterday.
I
went
to
upgrade
a
self-managed
gitlab
instance
and
I
faced
this
issue
myself
and
that's
what
led
me
to
the
blog
post
instead
of
the
other
way
around.
As
soon
as
I
found
this
out,
I
did
communicate
to
support
self-managed
team
and
the
community
advocates
that
this
is
happening.
J
You
will
see
an
error
trying
to
upgrade
gitlab
with
after
are
young
and
I
posted
the
fix,
but
I
do
think
that
some
some
communication
would
have
been
great.
I
also
have
been
as
soon
as
I
found
out.
I've
been
watching
the
forum
and
the
support
ticket
queue
and
I
was
surprised
how
few
tickets
and
forum
posts
there
actually
were
regarding
this.
So
I
would
say
if
we
do
have
anybody
facing
this
issue
where
they
can't
upgrade
because
of
the
GPG
issue.
Please
do
have
them
create
a
support
ticket.
B
Another
recent
example
would
be
the
the
cloud
player
change.
We
had
some
some
feedback
there
that
that
could
have
been
better
communicated
out
initially,
but
it's
it
is
challenging.
Isn't
it
finding
the
right
scope
of
folks
for
whom
these
changes
affect
sending
out
an
email
to
four
and
a
half
million
people
we've
discovered
in
the
past
is
also
not
the
right
solution,
so
I
yeah,
let's
do
Greg.
Do
we
have
an
issue.
J
B
H
Would
point
out
that
sorry
I
just
closed
the
slides
there's
this
slide,
where
I
think
we
talked
about
the
improved
efficiency
around
linking
to
Docs
and
reviewing
the
top
I
think
it's
25
I
believe
docks
that
are
we
link
to
from
our
tickets.
So
if
you
go
look
at
that
issue,
then
there
is
a
list
there's
actually
a
fairly
large
spreadsheet,
with
a
report.
I
think
that's
like
gives
you
some
idea
at
least
a
like
a
lot
of
the
topics
that
we
get
asked
about.
H
You
know
obviously
there's
some
differences
between
what
you'll
get
asked
about
in
get
lob,
comm
kind
of
on
the
saw
side
versus
self-managed.
Just
because
you
no
calm,
you
don't
have
instance,
or
it
meant
access,
or
you
know,
access
to
console
or
anything
like
that.
So
there's
there
is
that,
but
I
think
that
list
gives
you
a
pretty
good
idea
and
I
would
say
just
even
taking
a
quick
look
at
it
again
see.
Icd
is
a
very
high.
H
H
Is
it
a
git
lab
issue
or
is
an
issue
with
how
they
configured
something
or
how
they
wrote
their
script
and
that
sort
of
thing-
and
that's
often
where
you
know
when
they
have
difficulty
to
do
often
come
to
us
first
and
then
we
have
to
kind
of
dig
through
it
ourselves
to
kind
of
help
determine
yeah.
Is
it
a
gait
lab
issue,
or
is
it
something
else.