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From YouTube: Support Ops Sync - 2022-08-23
Description
Support Ops Sync - 2022-08-23
A
Time
is
weird
cool,
so
yeah,
I'm
gonna
kind
of
go
through
the
agenda
and
talk
and
all
that
fun
stuff.
So
the
first
thing
we
noticed
we
don't
all
have
host
abilities
on
the
current
zoom
length
of
the
invites.
So
I'm
gonna
update
our
invite
to
make
it
so
we
all
have
the
ability
to
host,
which
means
any
one
of
us
can
record
because
can't
record
if
the
host
isn't
present.
Apparently.
A
All
right,
so
beyond
that
I've
been
talking
with
people,
ops
or
the
people
team
about
the
people
connect
bot
they're
using
it's
pretty
cool.
I've
had
to
interact
with
it
a
few
times,
but
essentially
it's
taking
posts
in
slack
for
their
specific
channel.
B
A
It's
creating
issues
and
then
making
it
so
comments
on
the
thread
post
of
the
issue
and
comments
on
the
issue
post
in
the
thread.
That
seems
like
something
really
cool
that
we
could
kind
of
get.
B
A
Potentially
involved
to
have
some
automated
responses
based
on
questions
kind
of
scout
and
go,
but
I'm
looking
into
it
and
I'm
working
with
I'm
talking
with
the
people,
ops
to
kind
of
see
how
all
that
works
and
what's
needed,
yeah.
So
that's
that's
something
I'd
be
excited
to
have
in
place
for
us.
It
would
also
make
it
so
that
it's
not
a
matter
of
did
alyssa
help
anybody
five
years
ago
who.
B
A
B
A
Yeah
exactly
like
I'm
seeing
where
we
could
evolve
a
lot
of
this,
it
can
also
help
us
kind
of
drive
what
documentation
we
need
to
update
what
processes
we
might
need
to
update
stuff
like
that.
So
I
see
a
lot
of
potential
being
able
to
have
that
data
available
and
have
us
have
issues
that
we
can
then
label
based
on
what
the
slack
thread
was
about
kind
of
see
where
we
can
help
eliminate
some
of
the
slack
postings.
A
So
I'm
looking
into
that
they've
I've
they've
linked
me
like
the
bot
stuff,
I'm
gonna
start
reading
how
all
that
works.
B
A
Part
of
that
is
building
better
categorization
of
our
tickets.
Obviously
that
task
alone
has
other
impacts
to
other
areas.
This
will
enable
us
to
say
well
how
many
samuel
tickets
are
we
getting
yeah
we're,
not
loose
text
matching.
We
have
tags
that
will
specifically
say
this
is
a
same
old
ticket,
so
we
will
have
stuff
like
that
that
we'll
be
able
to
do,
but
this
is
also
a
big
effort
to
the
zendesk
router,
where
we
kind
of
ask
questions,
give
doc
links
and
all
that
so
they're
very
tied
together.
A
But
obviously
there
is
a
ton
suddenly
in
the
sandbox.
Please
ignore
them,
don't
don't
modify
them
we're.
Currently,
I've
got
draft
forms
built
I'm
having
them
reviewed
by
a
couple
of
people
who
volunteered
to
help
me
with
that
and
then
ops,
us
we'll
review
them
as
a
whole,
we'll
tweak
them
and
make
them
look
nice
for
final
production
and
then
we're
going
to
kind
of
demonstrate
to
the
support
team
and
propose
that
we
move
into
that.
A
I'm
also
going
to
try
to
talk
to
whitney
about
like
pods,
because
the
area
focus
field
loses
a
lot
of
value.
When
we
have
these
tags
in
place,
at
which
point
we
probably
don't
need
to
be
populating
that
field,
because
we
don't
want
one
field
to
have
like
100,
plus
drop
downs
or
drop
down
items
so
it'd
make
more
sense
to
move
the
pod
fuse
and
such
to
using
these
specific
tags.
So
we
can,
they
can
make
as
many
pods
as
they
want
and
they
can
be
super
specific
and
stuff
like
that.
A
Cool
the
other
thing
is
dylan,
has
kind
of
ramped
up
he's,
starting
to
touch
into
things,
work
things
so
I'm
gonna
be
looking
at
our
responsibility
table
and
how
we
define
and
kind
out
where
I'm
going
on
that
go
ahead.
A
Of
helped
him
get
the
project
set
up
and
you
kind
of
went
over
it
a
bit
yeah.
So
I
I
did
tell
them
like
a
big
problem.
Is
there
is
no
support
team
meta,
so
there's
not
really
clear
to
find
what
support
once,
which
is
going
to
make
building
it,
obviously
a
little
difficult
if
we
don't
know
what
criteria,
but
he
has
some
basic
ideas
of
what
they
want.
So
I'm
like
okay,
cool.
Let's
we
can
kind
of
go
from
there,
but
we
would
naturally
want
to
support
team
meadow
where
they
discuss.
B
A
A
Yeah,
it's
awesome,
I'm
very
very
pleased
with
him,
so
yeah,
obviously
with
him
ramping
up
and
him
getting
into
actually
doing
some
of
the
ops
issues
and
stuff
our
responsibilities
table
has
him
nowhere
mentioned,
so
I'm
gonna
kind
of
look
at
it
and
figure
out
how
to
kind
of
reorganize
and
shuffle
it.
Obviously,
I
try
to
always
aim
for
a
fair
amount
of
work
to
be
shuffled
between.
A
A
B
A
A
B
A
That's
what
I
mean
is
we
need
to
add
him
as
an
approver
for
all
our
different
projects.
We
need
to
make
sure
that
you
know
we've
added
him
to
the
groups
themselves,
but
I'm
pretty
sure
he's
added
to
all
of
them
now
so
yeah.
I
just
we
need
to
go
through
and
do
that,
I'm
gonna
pair
with
nabeel
and
show
him
how
to
do
it
a
few
times
and
then
kind
of
let
him.
A
A
But
I'm
gonna
have
to
kind
of
look
at
it
and
play
with
it
and
figure
out
which
one
works
best,
but
code
owners
might
be
the
better
solution
here.
Just
that
way
it
is
easily
scalable
code
owners
works
with
a
group
stuff
like
that.
B
A
Yeah,
so
I'm
going
to
reorganize
that
if
there's
a
area
that
you
have
not
been
a
like
primary
secondary
on
that
you
are
interested
in
getting
better
at
please.
Let
me
know
I'll
keep
it
in
mind
as
I'm
organizing
this
stuff,
because
obviously
we
want
everybody
to
grow
and
get
experience
on
the
things
they
want
to.
So
you
know
if
you're
not
a
primary
or
secondary
for
apps,
but
you
want
to
learn
those
better.
A
That's
a
good
starting
opportunity,
but
just
dm
me
privately
and
let
me
know
which
ones
you're
interested
on,
and
I
will
take
that
into
effect.
As
I'm
re-categorizing.
B
A
Cool
the
other
thing
is
lyle,
and
I
are
working
on
a
change
management
system
for
operations.
The
very
basic
concept
is,
there
will
be
four
change
levels,
one
through
four,
which
indicate
how
big
of
an
impact
this
change
has.
Each
level
will
have
a
corresponding
like
time
to
announce
table
of
you
need
this
amount
of
time
to
announce
this.
So
this
shouldn't
be
done
emergency
level.
A
It
should
be
done
well
in
advance
and
then
potentially
like
who
you
need
to
ping
and
stuff
like
that
lyle
and
are
still
kind
of
working
out
all
the
nitty
gritty
of
it.
But
once
that
comes
into
place,
if
you
start
getting
everything
in
place,
I
will
let
y'all
know
and
we'll
talk
about
it.
I
think
our
basic
concept
right
now
is
like
a
c1
level.
Change
would
be
a
four
week.
You
need
to
announce
it
four
weeks
in
advance
and
probably
announce
it
weekly.
That
would
be
something
like
we're.
A
A
But
we
figure
this
will
kind
of
help
with
the
change
management
stuff.
That
way
we
don't
get
an
emergency
like.
I
need
to
change
the
slas
now,
so
it's
require
four
weeks,
you're
going
to
need
an
ops
manager
and
probably
a
director
of
readiness
to
get
approval
for
an
emergency
change
like
that,
so
it'll
kind
of
give
a
little
more
granularity
to
how
we
do
these
changes
in
deployments
to
kind
of
enable
us
to
push
back
on
some
of
the
requests
we've
gotten
recently
of
hey.
A
A
Cool
and
the
other
thing
is
bill,
and
I
and
lyle
are
working
lyle
nabeel
and
I
sorry
bad
grammar,
while
nabil
and
I
are
working
on
criteria
to
determine
when
we
can
delete
or
remove
an
expired
org,
an
unassociated
user
from
zendesk.
A
The
goal
for
this
quarter
is
to
remove
25
percent
of
them
and
then
make
a
quarterly
process
around
it.
Hopefully
automating.
All
of
that.
I
have
some
loose
criteria.
I've
done
some
data
stuff,
but
we
do
have
like
an
issue
of
we're
sinking
orgs
that
expired
like
seven
years
ago.
There's
no
reason
to
do
that:
they're
not
like,
even
if
they
did
file
a
ticket,
they've
been
expired
for
seven
years.
B
A
A
We
are
literally
keeping
orgs
indefinitely
and
that's
not
scalable
of
the
40
000,
something
orgs
we
have
in
zendesk.
Almost
30
000
of
them
are
expired,
so
we
have
a
lot
of
orgs
we're
keeping
there
that
drags
down
the
sync.
It
drags
down
search
it
drags
out
all
this
other
stuff
and
there's
really
no
reason
for
it.
A
So
we're
going
to
kind
of
look
into
criteria
of
what
it
would
look
like.
I'm
going
to
try
to
code
the
sync
script
to
do
that
automatically
for
us,
the
user.
One
is
obviously
a
little
trickier
because
there
are
so
many
of
them
and
who
knows
maybe,
after
reducing
them,
it
won't
be
as
big
a
deal
but
right
now,
it's
there's
just
so
many
of
them,
so
yeah
we're
going
to
work
on
some
criteria,
figure
out
what
the
criteria
is
for
deletion
and
then
I'm
going
to
make
a
process
with
the
bill
of
here's.
A
Yeah,
that's
kind
of
things
kind
of
going
on
in
ops,
we're
still
in
discussion
phase
for
the.
What
do
you
call
it
the
I,
the
concept
to
remove,
needs
work
so
we're
still
in
discussion,
but
I'm
not
seeing
anybody
saying
this
is
terrible.
Let's
not
do
this,
I'm
mostly
seeing
this
sounds
great.
Let's
do
it
so
I'll,
probably
start
developing
that
script
and
manually
documenting
how
I
set
it
all
that
up
and
then
trying
to
figure
out
like
okay.
A
A
I
obviously
don't
want
to
make
a
huge
process
that
we're
that
we're
going
to
rely
on
heavily.
That
is,
like
here's
15
steps
to
set
up
this
project.
You
have
to
do
manually
for
every
org,
because
40
000
orgs
that's
a
lot
of
process.
That's
a
lot
of
things
to
do
so.
My
goal
is
to
fully
automate
it.
My
worst
case
scenario
for
the
automation
is,
I
couldn't
automate
it
at
the
time
of
board
creation,
but
there's
now
an
app
that
only
ops
can
access
that
literally,
you
click
a
button.
It'll
do
it
for
you.
B
A
That
account
creation
when
zendesk
saying
when
the
zendesk
salesforce
creates
that
org
it
also
kicks
off
that
process.
The
worst
case
is
okay.
I
couldn't
do
that,
but
I
do
have
it
where
it
is
going
to
have
a
button
in
zendesk
that
only
ops
can
access
that
we
can.
Click
and
it'll
create
all
this
stuff,
there's
obviously
a
lot
of
stuff
to
work
out
like
what's
the
pathing
going
to
be,
but
you
know
we'll
kind
of
figure
all
that
out.