►
From YouTube: Support Group Conversation (Public Livestream)
Description
No description was provided for this meeting.
If this is YOUR meeting, an easy way to fix this is to add a description to your video, wherever mtngs.io found it (probably YouTube).
A
Good
day,
everyone
this
is
Tom
Cooney
and
the
director
customer
support
a
good
lab.
I
wanted
to
kind
of
kick
this
group
combo
off.
Everybody
should
have
access
to
the
agenda.
If
there
any
questions
you
can
put
those
in
the
conversation
back
there
coding
session
agenda
doc.
Let's
see
just
kick
it
off
so
Mocambo
perspective.
A
We've
hired
eight
new
support
folks,
since
our
last
conversation
was
about
two
months
ago,
a
lot
of
kudos
out
to
the
recruiting
team
and
the
support
team
for
kind
of
working
through
a
lot
of
candidates
and
picking
the
fundamental
cream
of
the
crop.
If
you
will,
a
good
portion
of
those
over
half
of
those
tires
were
in
EMEA,
so
we
are
actually
in
the
process
of
making
offers
and
getting
offers
accepted
to
new
EMEA
managers.
I
had
initially
intended
down
one
but
I
think
we're
going
to
grow
that
a
lot
faster
than
I
first
expected.
A
So
that's
in
process,
and
we
still
have
three
additional
and
support
managers
that
we'll
be
looking
for
throughout
the
remainder
of
this
fiscal
year.
So
a
lot
of
recruiting
going
on
a
lot
of
hard
work,
appreciates
Indian,
recruiting
team
and,
again
all
the
support
folks
that
have
helped
in
getting
all
these
people
on
board
and
getting
them
on
board
with
that
and
go
to
the
convo.
A
So
you
thirty
questions
not
yet
so
the
rest
of
the
support
deck
focuses
a
lot
on
what
we
think
is
the
primary
think
driver
for
customer
satisfaction,
and
that
is
our
SLA
performance.
So
Lee
has
put
in
some
excellent
graphs
there,
helping
us
identify
where
we
have
the
most
breaches
so
that
we
can
focus
on
you
know.
A
What's
the
right
approach
in
those
areas,
he's
also
listed
several
things
going
on
in
that
area
to
help
us
improve
that
SLA
achievement
and
then
the
final
slide
is,
and
after
the
metrics
around
how
we've
done
performance
wise,
which
I
think
the
last
month
or
so
has
been
excellent
improvement
in
reaching
our
target
last
slide
is
a
bunch
of
other
things
going
on
in
support.
There's
no
lack
for
things
to
do
beyond
our
reactive
ticket
aspects.
So
the
questions,
yet
anybody
wanna
verbalize
how
their
Monday
went,
I,
don't
mind
and
leaves
were
pretty
busy.
A
B
That's
true,
Tom
Thanks,
busy
feeling
good
but
I
mean
I,
say
we
give
this
group
a
few
more
minutes
if
they
don't
have
any
other
questions,
we'll
give
them
some
time
back
and
I.
Think
Rebecca
long,
oh
good,
really
excited
about
the
stuff
we're
working
on
with
breach
bot
and
trying
to
make
our
processes
more
efficient
anywhere.
We
can
write.
Efficiency
gains,
have
huge
impacts
for
our
team
in
our
work
when
we're
fighting
the
clock
so
I'm
very
excited
for
those
kind
of
things
so
moving
on
those,
but
look.
B
So
I'll
be
speaking
at
get
luck
commit
about
some
fun
stuff,
so
that's
one
thing,
but
then
I'll
be
in
Boston
and
a
support
Leadership
Summit
there.
All
of
these
are
opportunities
to
recruit
and
then
also
be
speaking
in
Australia
and
a
PAC
another
opportunity
to
recruit
I'm
talking
about.
We
have
a
very
dynamic
and
unique
support
team
and
one
of
the
things
that's
really
valuable.
Is
our
transparency
really
helps
us
so
shout
out
to
everybody
on
the
call.
Transparency
is
huge
for
our
group
and
I've
I'll
just
share
a
quick
anecdote
with
Zendesk.
B
When
we
worked
with
their
support
team
there,
a
product
we
use,
we
got
all
the
way
up
to
their
Tier
three
support
and
they
told
us
we
can't
even
see
the
codebase.
We
can't
even
look
at
the
code
to
tell
you
what's
going
on,
and
that
was
after
you
know
going
through
tier
1,
tier
2
and
tier
3
with
Zendesk.
That
was
very
frustrating,
so
we
have
a
very
different
model
and
trying
to
operate
very
differently
and
we're
trying
to
export
that
out
as
much
as
possible
and
understand
what
other
teams
are
doing
as
well.
B
So
exciting
stuff
there
thanks
any
questions.
One
ok,
cool
Brandon
wants
to
know
what
tools
are
we
using
beyond
Zendesk
I'll?
Actually
answer
this
right
now,
it's
mostly
Zendesk.
We
have
a
strong
sync
to
Salesforce,
because
we
want
to
use
that
as
our
source
of
truth
right,
so
we're
using
a
little
bit
of
Salesforce
beyond
that.
B
Gitlab
is
a
huge
tool,
but
I
will
say
that
literally
in
the
last
two
days,
I
have
spent
a
majority
of
my
time,
fantasizing
about
replacing
Zendesk
and
then
the
second
fantasy
of
like
well
I
guess
I'd
have
to
build
it
myself
right,
that's
what
you
know.
You
start
going
real
crazy
or
like
I'm,
just
gonna
build
it
myself
and
so
Brendon
I.
B
Don't
think
that
there's
any
tool
right
now
that
excites
me
I'm,
not
sure
if
Lyle
or
any
of
the
other
managers
are
on
the
call,
but
I
think
that
there
is
an
evolution
of
support
based
on
what
we
do,
a
git
lab
that
could
be
interesting
to
develop,
but
nothing
caught
my
eye
yet,
and
that's
just
me,
Tom
any
thoughts
from
you
or
anyone
else.
Yeah.
A
I'll
add
I
mean
there
are
a
number
of
and
I
think
in
the
deck.
There's
a
couple
references
to
it
with
our
number
of
tools
that
have
been
built
by
support
folks
that
we
use.
We
are
also
looking
at
a
tool
to
help
us
accept
large
files
from
customers
who
send
us
tickets.
It's
a
currently.
It's
we're
looking
at
send
safely,
but
I
think
there
are
other
tools
that
will
integrate
with
Zendesk
that
allow
us
to
get
very
large
files,
a
lot
easier.
A
So
that's
one
piece
Zendesk,
you
know
as
a
tool
provides
a
lot
of
different
capabilities
and
from
an
access
perspective,
so
the
gut
chat.
They
got
boys
all
these
other
things
that
we
aren't
using
today
and
I
don't
anticipate
in
a
near
term
to
be
using.
So
we
haven't
really
looked
at
other
tools
around
that
one
area
that
we
are
looking
is:
what
can
we
do
better
around
search
in
front
of
customers
submitting
tickets?
A
So
are
there
a
I
types
of
tools
in
desk
has
a
very
good
knowledge
management
capability,
but
again
most
of
that
content
stays
within
Zendesk.
So
we're
trying
to
look
at.
How
can
we
get
a
tool
in
front
of
customers
to
quickly
search
our
Docs,
based
on
what
their
symptoms
are
whatever
and
potentially
find
the
answer
to
their
problem
without
submitting
the
ticket?
So
common
references
take
a
deflection
to
that
capability.
A
So
there
are,
a
number
of
things
were
we're
looking
at
leveraging
another
tool
we
use,
but
I,
you
know
it's
thinkin
generally
used
and
get
laven
in
infra
is
page
or
duty.
So
that's
another
piece
that
we
tagged
on
to
from
empress
license
to
that
use.
Calendly
we
use
obviously
use
get
lab.
We
track
the
defects
against
the
product
in
issues
and
get
lab.
C
Yeah
the
reason
I
was
asking
is,
if
there's
anything
that
you
all
are
using
and
you
really
love-
and
you
want
to
talk
about
we're
working
to
try
and
get
like
visibility
from
slack
and
zoom
and
other
tools
we
use
just
to
help,
get
our
story
out.
So
my
understanding
of
what
you
guys
are
using
and
want
to
speak
about.
E
We
are
using
it
for
a
subset
of
of
issues
so
right
now
our
GP
are
related
deletions,
like
those
all
come
through
a
Gila
issue
tracker
and
it
works.
Okay,
there's
a
number
of
limitations
of
the
product
that
we
just
can't
easily
overcome
like
at
least
in
the
short
term.
So
things
like
even
the
internal
comments,
are
something
that
just
doesn't
exist
in
the
product
right
now,
let
alone
like
all
the
metrics
that
we
can
pull
out
from
Zendesk,
so
as
much
as
I
would
love
to.
E
F
B
I'll
dive
in
I'll
see
if
I
could
share
my
screen.
I
have
a
zillion
tabs
open,
so
let
me
just
try
and
get
it
on
a
clean
window.
Pane
here,
I'll
talk
about
it
and
then
I'll
see
if
I
could
bring
this
up.
The
one
graph
is
month
over
month
and
then
the
other
graph
is
week
over
week.
So
a
little
bit
more
fidelity
there
and
the
intention
here
is
SLA-
is
a
capture
of
time.
B
Did
we
do
it
in
time,
and
so
the
current
graph
that
you're
looking
at
is
based
in
Eastern
Standard
Time,
because
I
generated
it.
So,
though,
all
of
the
times
at
the
top
are
Eastern
Standard
I
know
our
default
is
PST
but
Zendesk
as
a
software
tool.
It's
defaulted
to
the
user's
timezone.
So
that's
what
we're
looking
at
give
me
two
seconds
to
pull
up
this
slide
great,
so
yeah.
Basically
anything
that
is
red
means
it
was
a
breach
and
anything
that
is
blue
or
green
means
that
we
were
more
successful.
B
Give
me
one:
second:
there
we
go
so
you
should
be
seeing
my
slides.
So
the
number
that
you
see
there
is
the
number
of
tickets
that
were
updated
and
the
color
represents
how
many
of
those
at
that
time
were
breached
right.
So
if
we
go
on
and
look
at
the
month
over
month,
we
see
that
the
majority
of
our
breaches
are
happening
outside
of
America's
hours
right
into
a
pack.
Hours
is
where
we
start
to
see
the
bands.
B
A
pack
is
a
huge
region
with
a
large
ocean
of
where
there
are
no
people
working,
because
it's
giant
ocean,
so
we're
trying
to
figure
out
ways
in
which
and
time
overlap
with
location.
That
team
is
hiring
at
a
rapid
pace,
as
you
saw,
we
are
hiring
other
places,
but
APEC
is
proving
to
be
challenging
as
well.
So
as
we
hire
this
story
here,
we
concedes
from
last
August
to
now
we
can
start
to
see
it
kind
of
push
out,
that's
been
as
we've
hired
in
a
pack.
B
Where
the
you
know
three
weeks
ago
at
9:00
a.m.
Eastern
Time,
we
missed
we
just
whiffed
and
that's
something
that
we're
trying
to
understand
when,
where
and
how
that
happens,
and
what
we
can
do
to
be
more
anti
fragile
right.
That's
the
that's
the
interesting
thing,
I'll
I'll
pontificate
for
one
more.
Second,
the
first
thought
is:
okay,
we'll
just
expand
it
to
the
whole
team.
The
whole
team
will
be
responsible,
but
then
that
introduces
bystander
effect,
which
is
a
new
type
of
fragility.
So
how
do
we
build
a
process
that
it
gives?
G
A
B
Can
I
can
answer
this
really
really
a
lot
all
right,
we're
gonna
start
the
treatise
right
now.
No,
the
most
important
thing
that
you
can
do
is
make
sure
that
your
accounts
in
Salesforce
have
the
correct
support
level.
Just
this
past
week
we
found
one
we
reached
out
to
sales.
We
heard
nothing
back.
The
customer
opened
the
ticket.
It
was
the
wrong
support
level.
The
customer
complained
that
they
got
bad
support
and
it
wasn't
premium.
B
It
wasn't
what
they
expected
and
we
saw
that
they
were
on
basic
support,
so
we
never
would
have
been
able
to
give
them
premium.
So,
if
I
can
instill
anything
in
your
brain,
it's
that,
like
maybe
bi-weekly
or
monthly,
just
look
in
Salesforce
and
say:
are
your
customers
all
the
right
support
level
that
they
should
be
because
we
synchronized
that
data
to
Zendesk?
And
if
that
data
is
wrong
in
Salesforce,
then
we'll
be
wrong
and
we
will
always
fail.
B
Lisa
and
I
have
done
a
huge
amount
of
work
in
the
last
two
weeks
to
make
sure
that
those
accounts
are
getting
synchronized
appropriately.
We
fix
something
like
3000
accounts
that
were
wrong
right,
so
just
something
to
pay
attention
to
as
we're
working.
That's
that
will
set
us
up
for
success.
I'll
I'll
anything
else
come
to
your
mind,.
B
E
B
Other
thing,
I'll
at
least
put
in
the
chat
I
saw
if
you
we
have
a
problem
right
now:
weather
130
duplicated
accounts
in
Salesforce.
This
is
quite
small
for
the
amount
of
accounts
we
have,
but
those
duplicate
accounts
wreak
havoc
on
our
syncing
system.
So,
if
you
are
working
on
accounts,
please
try
not
to
duplicate
them.
B
We're
working
with
sales,
ops
right
now
to
figure
out
a
system
so
that
that
won't
be
a
problem
going
forward,
but
understand
that
we
need
to
make
sure
that
accounts
are
not
duplicated
so
that
there's
no
confusion
on
support
level
and
sync
and
figuring
out
things
there.
There
are
a
couple
of
open
issues
lease
if
you
can
add
them
to
the
agenda
dock,
where
the
comments
are
I,
think
that
that
would
be
helpful.
A
I
think
we
have
one
in
the
final
deck
of
final
slide.
Two
is
one
of
the
source.
I
think
I.
Think
the
other
piece
there's
another
piece
here,
and
that
is
if
there
are
areas
of
confusion
when
you're
in
a
sales
opportunity
around
what
we
do,
pursuit
support
that
isn't
clear
and
the
transparence
that
we
try
to
provide
in
the
handbook
then
would
like
to
know
that,
so
we
can
fix
it
and
explain
it
to
the
customer
before
they
go
into
implementation
in
production
with
with
potentially
false
expectations,
so
would
be
another
element.
G
G
B
A
While
he's
thinking
I've
got
a
standard,
one
I
think
from
every
application
anybody
ever
used
and
that
is
on
error
codes,
take
error,
codes
into
context
and
provide
a
potential
reason
for
that
error
code
to
have
happened
today.
We
have
to
do
a
lot
of
log
analysis
and
research
for
different
types
of
error
codes
and
associate
the
particular
error
code.
That
may
mean
several
different
things,
so
the
application
could
put
it
in
context
as
to
why
it
happened.
I
think
that
would
help
support
end
customers
immensely.
B
Yeah
I,
like
that
one,
a
lot
Tom
I'm
glad
your
answer
is
better
than
mine,
I,
I'm,
pretty
happy,
but
I
think
that
that's
one.
That
is
something
that
we're
trying
to
work
towards.
We
have
a
long-running
issue
in
support
where
we're
trying
to
figure
out
a
way
what
we
we
use-
correlation
ID
under
the
hood
to
do
some
stuff
and
if
we
expose
that
better
than
it
could
make
us
make
things
faster,
but
that's
something
yeah
I
think
I
would
say
Brad
that
the
other
thing
to
think
about
is
I've
always
described.
B
Support
engineering
as
our
customer
is
the
gate
lab
administrator
right.
So
we're
dealing
with
a
subtly
different
experience,
then
the
gate
lab
end-user,
even
so
I
think
that
one
of
the
things
I
think
we're
doing
a
lot
for
end-user
I.
Think
we're
doing
well
for
the
administrator,
I
think
a
little
bit
of
a
balance.
There
would
probably
also
serve
our
customers
well,
but
I'm
speaking
from
my
perspective,
right
truth
is
a
prism.
You
know
that's
my
angle
on
it.
F
I
have
another
question
the
support
track.
What
that
first
interaction
on
a
support
ticket
is
I'm
just
asking,
because
it
seems
like
a
lot
of
times
that
first
interaction
is
asking
for
logs
or
more
information,
and
is
there
something
that
we
can
be
doing
better
so
that
our
customers
give
quality
support
tickets?
The
first
time.
A
It's
a
great
questions:
okay,
I
didn't
get
again,
I'll
try
to
tie
it
together.
My
my
was
Lee's
words.
Fantasy
is
as
a
customer
experience
is
something
if
the
application
doesn't
provide.
You
know
kind
of
that
context
as
to
white,
then,
when
they
come
in
to
support
and
say
I'm
at
see
being
seeing
this
error,
we
have
something
in
front
of
them
that
searches
and
then
provides
more
data
about
what
that
error
might
be.
A
And
if
you,
if
none
of
these
suggestions
solve
it,
submit
these
things
right
so
you're
right
a
lot
of
our
first
first
responses.
We
could
also
improve
without
just
the
list
to
say:
well,
here's
why
we
need
this
list,
but
the
way
I
look
at
it
is
everything
every
interaction
with
the
customer.
If
we
put
that
in
closer
and
closer
to
the
customer,
come
on
automation,
perspective,
there's
shrinkage
of
the
resolution
time
right,
potentially
to
zero
ticket
deflection
again.
So
that's
where
I
think
we
can.
A
B
Yes,
okay,
I
think
that's
a
great
thing
that
I
can
pull
some
data
on
to
see
what
our
first
response
is.
Often
asking
for
I
think
that
that's
a
good
it'll
be
a
wide
area,
but
we'll
see
what
we
see
trend,
wise
I've
done
a
there's,
a
video
on
our
unfiltered,
the
support
engineering,
debugging
techniques.
We
talked
about
unclear
problem
description
and
getting
logs
99%
of
the
time.
B
We
have
a
tool
that
we're
gonna
be
bundling
with
get
lab
coat,
get
lab
SOS
if
you
bundle
get
lab
or
if
you
use
get
lab
SOS
to
give
us
just
the
logs
across
the
board.
That
will
be
super
helpful
and,
there's
probably
you
know,
a
small
minority
of
cases
where
logs
don't
help
so
logs
first
would
be
super
super
helpful
and
yeah.
That's
something
that
we
want
to
help
with
this.
Well
understanding
how
customers
can
work
better
with
us.
So
great
question:
Sophie
you.
G
You
so
I've
got
an
idea
based
on
kind
of
the
last
three
answers
to
questions
a
previous
company.
We
started
to
develop
a
call
home,
slash
customer
portal,
so
one
of
the
biggest
time
sucks
for
administrators
is
downloading
the
logs
uploading,
the
logs.
You
know
copy
and
paste
in
the
descriptions
etc.
So
combining
call
home
with
automatic
support,
ticket
creation
automatic
support.
You
know
log
upload
analysis,
you
know
putting
some
machine
learning
behind
it,
so
customers
get
answers.
G
So
if
an
error
does
kick
off,
they've
got,
you
know
whether
they're
proactively
informed
so
we're
we're
opening
the
tickets
on
their
behalf
on
errors.
So
interesting
that
the
last
three
answers
to
questions
kind
of
all
revolved
around
the
same
thing
but
know
the
real
drive
to
proactive
I,
don't
know
is
that
on
anybody's
radar.
B
It's
an
interesting
challenge:
I
think
the
nature
of
a
lot
of
our
customer
deployments
are
ones
that
are
isolated
from
the
world
or
private
network,
or
things
like
that,
where
phoning
home
is
difficult
and
or
they'll
consider
that
a
backdoor
to
their
their
infrastructure.
Many
would
probably
want
to
turn
it
off,
but
I
think
that
we're
trending
towards
that
with
tools
like
git
Lab
SOS,
where
it's
giving
us
all
of
the
information
we
need,
and
now
it's
just
getting
to
that
point.
A
Yeah
yeah:
it's
a
great
idea
used
that
in
in
past
world,
but
it
was
much
less
I
must
left
with
secure
situations
or
whatever,
but
and
I
know
engineering
and
product
they're.
Looking
at
how
how
we
can
better
help
self-managed
customers
in
monitoring
and
alerting
and
providing
those
tools,
I
think
that's
a
first
step
to
identifying.
If
we
do
find
an
issue
or
a
problem,
you
know
how
do
we
get
that
into
the
hands
of
people
that
can
help?
B
The
thing
I'll
add
there
as
well
Brad
is
prometheus,
is
huge.
The
work
from
Andrew,
nuda
gate
and
Coe
around
alerting
and
monitoring
and
graphing
and
forecasting
in
Prometheus
is
gonna,
be
huge
to
help
us
kind
of
be
a
little
bit
more
proactive.
That's
all
coming
down
the
pipe
to
self-managed,
which
we're
really
excited
about.
That's
something
that
I
am
like
jumping
around
in
my
seat,
for
that's
gonna,
be
incredible
to
help
our
customers,
so
those
types
of
systems
are
going
to
give
us
a
little
more
productivity
as
well.