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From YouTube: Support Group Conversation (Public Livestream)
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A
We'll
be
your
spirit
guide
today
through
the
support
group
conversation
I
want
to
encourage
you
all
to
add
questions
to
the
doc.
I
will
call
on
you
to
vocalize
them
and
we'll
go
from
there.
I
saw
somebody
added
some
easy
ones
at
the
top
there.
That
I
can
answer
I'll
start
out
with
what
did
I
have
for
breakfast.
That
was
a
great
easy
one,
thanks
to
whoever
added
that
and
I
had
shakshuka,
it's
incredible.
If
you've
never
had
it
I'll
share
a
link
to
a
recipe
in
here.
It's
great.
A
The
next
question
on
the
agenda
that
I
see
that
I
want
to
address
is
how
will
support
work
at
contribute.
This
is
a
great
question
and
I
want
to
take
a
second
to
talk
about
it.
While
we
are
at
contribute,
the
support
team
has
a
schedule
which
will
cover
most
of
the
waking
hours
of
Prague.
We
have
a
couple
of
support
team
members,
a
small
crew
around
the
world
that
will
not
be
at
contribute,
who
be
providing
normal
coverage
with
that
I
want
to
take
a
second.
A
If
you
work
with
clients,
if
you
work
with
customers,
try
and
make
sure
they're
not
doing
any
big,
large
heavy
lifting
or
any
drastic
changes
to
their
infrastructure
during
contribute,
it
will
be
a
challenge.
So
we
want
to
make
sure
that
we
prepare
as
much
as
we
can
to
support
our
customers
as
best
as
possible.
So
work
with
support,
if
you
have
anything,
that's
pressing,
if
not
see,
if
we
can
schedule
around
to
contribute
that'll,
be
a
huge
help
to
support
and
a
better
experience
for
your
customers.
B
C
Thanks
Leigh
first
I
just
wanted
to
thank,
probably
more
folks
like
remembered
a
name
for
addressing
this
past
weekend's
high-priority
incident
involving
a
customer
great
job
there,
and
thank
you
all
for
the
hard
work,
particularly
lyle,
I'll
call
him
out.
But
I
was
curious
as
to
the
group's
thoughts
on
increasing
our
coverage
for
at
least
high
priority
issues
for
calm
customers
to
24
by
7.
A
Thanks
Jamie,
this
is
a
great
question.
This
is
something
that
we've
had
informal
conversations
about,
but
I
do
think
we
are
at
the
size
and
scale
where
we
do
need
to
formalize
that.
So
what
I
would
like
to
do
is
to
ask
you
to
make
an
issue
on
support
team
Mehta
ping,
the
support
managers
there
and
we
can
add
that
to
our
support
leadership
agenda.
I,
think
that
is
something
that
we
need
to
scale
for
sure.
Thanks
for
raising
it
Jamie
thanks.
D
A
A
This
is
a
challenge
that
we've
had
with
our
regular
instance,
and
now
we
have
to
scale
that
to
work
with
a
second
federal
instance
and
the
technology
we
use
will
only
allow
us
to
sync
Salesforce
to
one
Zendesk,
so
we're
now
exploring
how
do
we
synchronize
the
appropriate
data
to
the
appropriate
Zen
desks
to
keep
that
demarcation?
So
short
answer
not
without
challenges.
E
Thanks
Lee,
so,
as
Greg
is
mentioning
there,
sometimes
it's
difficult.
Sometimes
it's
difficult
even
like
talk
about
the
tickets,
because
they
are
a
very
special
class
of
customer
where
we
have
to
restrict
the
data
flow.
We
have
issues
of
can't
talk
about
in
public
channels.
We
have
to
be
super
vague
when
we're
mentioning
them
and
like
issues
to
dance
for
bugs
or
stuff.
So
we
end
up
having
things
of
a
customer
is
having
this
issue.
Can
you
link
the
ticket?
No,
no.
We
can't
be
on
that
leg.
E
Unfortunately,
that
means
there
is
no
sync
mechanism,
one
federal
at
the
current
time,
I'm
working
with
support,
ops
and
we're
developing
a
sync
mechanism
that
will
end
up
running
on
a
CI,
CD
job.
You
know,
probably
in
the
ops
instance,
or
something
along
those
lines
where
it's
very
secure
to
actually
get
that
done,
so
that
we
can
have
that
any
more
fluent
sense.
Instead
of
the
current
method,
which
is,
can
you
do
this
thing?
E
D
I'm,
if
I
don't
say
anything
else
in
the
dock,
so
I'm
gonna
ask
a
follow-up
here
and
then
I'll
type
it
up,
but
I'm
curious.
How
does
like
for
people
who
are
Manning
support
during
certain
hours,
like
is
coverage
different
for
people
who
have
the
federal
instance,
or
are
you
expected
to
just
have
those
two
screens
open
like
what
is
the
the
practical
piece
of
that
look
like
so.
E
The
current
method
is,
we
do
have
a
slack
channel,
that's
private,
that
only
US
citizens
who
can
access
the
federal
instance
can
access
it
posts
in
there
when
a
ticket
is
created
or
updated,
and
we're
currently
using
that
as
a
method
of
there's
no
reason
to
check
the
instance.
Unless
you
see
that
channel
light
up,
at
which
point
we
know
a
ticket
has
been
created
or
updated.
So
a
lot
of
its
just
staying
vigilant
on
that
channel.
E
E
That
one's
not
24
5,
like
our
regular
instance
that
one
is
very
specific
business
hours
and
it's
basically
during
the
standard
America
support
coverage
hours
because
of
the
restriction
that
it
has
to
be
US
citizens.
We
kind
of
had
to
limit
that
of
okay,
we're
not
going
to
be
US
citizens
working
at
2:00
in
the
morning,
most
likely,
unless
you
have
insomnia
like
me,
so
cool.
A
G
So
while
we
wait
for
some
people
to
add
their
questions
to
the
dock,
I'll
just
go
over
what
I've
added
to
the
conversation
I
have
found
that
it
is
difficult
to
communicate
priority
and
impact
for
US
federal
customers.
I
know
we
have
an
automation
where,
if
you
link
a
Zendesk
ticket
in
the
body
of
an
issue,
it
gives
it
higher
priority.
G
Linking
tickets
for
u.s.
federal
customers
is
not
an
option
and
really
any
identifiable
information
that
surrounding
the
issue
or
troubleshooting.
It
has
to
be
completely
rejected
and
anonymized
so
that
that
can
make
it
difficult
to
communicate
impact
and
priority
for
large
customers
if
they
are
US
federal.
G
Additionally,
support
troubleshooting
resources
seem
to
be
limited
for
this
type
of
customer
because
they
have
very
strict
network
security
policies,
so
get
it
log
data
or
getting
configuration
information
can
be
difficult
to
impossible
for
this
type
of
customer,
whereas
normal
customers
in
the
regulars
and
desk
for
support.
This
is
a
a
standard
working
process
where
we
ask
for
that
type
of
material.
E
E
A
H
Yeah
go
for
it,
so
you
know
in
the
POV
process
and
pre-sales.
You
know
there
are
certain
times
when
we
need
to,
you
know,
submit
support
tickets
and
they
do
that
through
the
trials
email
address
and
that's
super
valuable
to
us.
My
concern
is
that
you
know,
as
we
do
more
and
more
of
these,
it's
going
to
be
very
taxing
on
support
and
I'd
like
to
get
some
data
around.
You
know
how
many
of
those
have
been
submitted
as
part
of
trials
so
that
we
can
get.
H
You
know
a
better
analysis,
and
you
know
how
often
this
is
happening
so
that
we
can,
you
know,
start
to
to
understand
what
we
need
to
do
in
the
future.
To
make
sure
we're
supporting
those
is
thats
again
we
all
data
from
then
desk
or
is
it
something
we
can
get
into
any
other
tools
to
see
that
data,
or
is
it
sure.
A
Great
question
brian,
I
100%
think
we
can
get
some
of
that
data
right.
I
think
I
don't
know
if
we
have
the
data
integrity
that
we
need
yet,
but
around
trials,
but
I
think
we
can
I
want
to
encourage
you
to
create
an
issue
and
support
team
meta-tag
myself,
Lima,
toasts
and
Ilya
Ilya
is
also
on
the
call
he's
one
of
the
data
Wranglers
and
Zendesk.
Both
of
us
I'm
sure
would
be
very
interested
to
get
involved
in
that
with
you.
That
would
help
us
to
get
more
clarity,
we'll
help
you.
A
So
that's
a
great
question,
and
that
is
something
that
we
do
want
to
understand.
So
yeah.
Thank
you
awesome
and
for
greater
context
for
the
rest
of
people
on
the
call
one
of
the
things
as
as
customers.
Excuse
me
as
prospects
begin
to
trial.
One
of
the
things
that
we
have
to
do
is
make
sure
that
they're
appropriately
set
up
in
Salesforce
and
Zendesk,
so
that
we
can
give
them
the
right
level
of
support
for
their
trial,
which,
when
we
do
that,
we
should
be
able
to
identify
that
data
and
get
the
data
that
Brian's.
A
I
Localized,
so
just
to
help
socialize
you
as
well
there's
another
collaboration
with
quality
it
supports
doing
so.
We're
going
to
deprecated
the
legacy,
support
forum
and
users
is
the
actual
support
form
that
we
have
people
looking
at
and
also
have
them
open
bugs.
Instead,
in
the
main
gate
lab,
we
were
collaborating
closely
with
both
lion
and
Cynthia.
On
those
support.
Side
expect.
A
I'm
feeling
like
the
seas,
have
calmed
the
tide
has
rolled
in
we're
sitting
on
a
dock
in
the
bay
group.
Conversation
I
think
we've
we've
done
it
team.
If
there
are
no
last
questions,
I
would
like
to
wrap
this
up.
I
hope
you
enjoy
your
Tuesday
I
hope
you
have
a
great
Tuesday.
Thank
you
all
for
the
great
questions
for
contributing
working.
All
it's
a
pleasure.
Thank
you.