►
Description
The Support Operations team does a post-mortem on the Zendesk US Federal FY22Q4 Review
A
A
A
A
I
think
we've
seen
issues
in
the
past
where,
when
we
open
it
up
to
too
big
of
a
group,
we
either
get
a
lack
of
response,
because
you
know
you
have
the
bystander
effect
or
you
have
too
many
people
talking
about
too
many
different
things.
You
can't
focus
on.
What's
going
on,
you
know
things
are
getting
derailed
by
somebody
talking
about
something,
that's
actually
not
related
to
the
issue.
A
So
I
think
with
that,
that's
one
of
the
things
to
kind
of
keep
in
mind
is
you
know.
Smaller
groups
tend
to
work
a
little
better.
We
had
four
people
in
federal,
plus
the
manager.
We
even
had
some
of
the
people
in
sales
helping
contribute
with
some
ideas
because
it
was
a
smaller
group.
So
I
think
that
was
helpful.
A
A
Yeah,
like
like
everything,
went
really
well
because
we
put
it
on
the
sandbox
we
tested
thoroughly.
You
know
I
went
over
it.
Dan
went
over
it.
We
had
people
in
support,
help
test,
like
I
think
doing
it.
That
way
was
useful.
I
think
you
know.
Obviously
we
want
a
deployment
to
go
as
well
as
possible.
So
that's
it's
good
to
ample
test.
Make
sure
we
collaborate
on
things.
A
All
right,
so
what
went
poorly,
I
feel
like
at
times
there
wasn't
as
much
engagement
as
we
would
have
liked,
which
I
think
you
know,
comes
with
the
territory
and
I
think
the
big
root
of
that
was
we'd.
Ask
questions
we'd
be
like
well.
What
we
have
is
fine
like
we
like
what
we
have.
It
works
well
and
it's
like
right,
but
we're
supposed
to
assume
we
have
nothing,
that's
the
big
assumption
with
the
review
process,
so
I
think
prepping,
the
team
or
whoever
is
going
to
work
with
us
on.
A
A
little
better-
because
I
I
think,
maybe
like
me
and
dan,
didn't
quite
do
that.
Well
enough,
because
a
lot
of
times
when
I
asked
like
hey,
there's
no
comments
on
this
issue,
how
come
they're
like
oh
well!
What
we
have
right
now
is
exactly
what
we
want.
I'm
like
right,
but
we're
supposed
to
assume
we
have
nothing.
So
I
think
that
was.
I
think
we
set
expectations
poorly
on
that
and
we
need
to
be
a
little
better.
B
I
have
a
question:
do
you
think
that
those
who
were
involved
in
testing
people
around
they
were
well-versed
with
zendesk,
or
you
think
that
it
can
be
improved
like
we
can
introduce
the
zendesk
training
material
to
them,
and
then
we
can
go
ahead
and
they
can
you
know
they
as
they
know
that
what
their
system
can
do
for
them.
They
can
make
it
much
better.
A
A
I
think,
having
a
mix
of
people
who
understand
what
zendesk
can
do
and
can't
do
is
helpful,
but,
honestly,
during
the
review
process,
I
would
rather
that,
like
the
support
team,
not
have
to
focus
on
what
zendesk
can
and
can't
do
like.
I
feel,
like
that's
a
that's
our
problem,
to
figure
out
how
to
make
zendesk
work
to
achieve
what
they
want.
A
I
think,
like
honestly,
we
have
like
we'll
find
limitation
problems
of
you
know
they
want
something
that
simply
can't
be
done
and
we
have
to
you
know,
help
explain
why
and
you
know
start
a
conversation,
but
I
do
think
that,
like
if
they're
like
well,
I
know
that
we
can't
do
this
because
I
know
zen
as
well,
so
I
won't
ask
for
it.
I
think
that's
actually
detrimental
to
us-
and
I
say.
A
You
know
I've
there's
been
things
where
I'm
like
no
explore
can't
do
that
in.
Like
nabil
you've
told
me
yes,
you
can.
This
is
how
you
do
this,
so
I
think
you
know
it's
it's.
We
don't
want
to
assume
what
zendesk
can
and
can't
do,
because
we
could
be
wrong.
We
could
develop
a
creative
solution.
We've
done
that
several
times.
That's
why
we
have
things
that
tie
to
like
zaps
to
do
more
than
zeness
could
do
already.
A
A
B
Yeah,
that
was
my
purpose,
actually
that
if
we
have
a
proper
mix
or
everyone
knew
that
who
was
testing
it,
that
what
zendesk
can
and
cannot
do.
Basic
reason
behind
is
that
if
everyone
knows
that
what
zendesk
can
do,
we
will
not
have
flourishing
ideas,
which
can
be
a
refresher,
and
if
nobody
knows
what
centers
can
do,
then
testing
can
be
a
bit
pain.
A
Exactly
so,
I
think,
having
like
a
healthy
mix-
and
you
know
us
collaborating
on
the
issues
with
the
support
team
when
we
do.
These
is
the
important
thing
you
know
like
setting
the
expectations
of
why
one's
in
us
to
auto
work,
all
my
tickets,
okay,
but
like
it
can't
we
need
to
set
that
expectation,
but
I
wish
you
know
things
like.
We
should
have
notifications
that
send
out
when
a
ticket
is,
you
know,
moved
to
solved
or
whatever
that's
something
we
can
do,
there's
that
bad
assumption
people
get
with
like.
A
Well,
we've
never
done
that.
So
I
assume
we
can't
and
and
there's
several
examples
of
that
of
just
like.
Well,
we've
never
done
it,
so
I
assumed
we
couldn't
and
it's
like.
No,
we
just
no
one
ever
asked.
There
are
several
things
that
like
support
operations
has
done.
That
was
simply
because
well,
someone
asked
for
it.
We
had
never.
A
So
yeah,
I
think,
having
like
that
healthy
mix
of
people
who
know
a
little
bit
about
zendesk
and
can
help
like
be
like.
I
don't
think
this
is
possible,
but
and
then
people
are
like.
I
have
no
idea
what
zendesk
can
do,
but
this
is
what
I
want
in
its
raw
form
like.
I
think,
that's
really
helpful,
because
it's
our
job
to
take
these
raw
comments,
raw
ideas
that
they
put
on
these
issues
and
formulate
that
into
you
know
what
changes
need
to
happen
on
zendesk
to
achieve
those
goals.
B
A
C
A
Who,
on
like
they're,
often
like
no
everything's
working
great,
it's
like
right,
but
we
can
improve
things
if
you
like,
if
you
want,
we
just
have
to
know
so
for
federal
yeah.
We
mostly
it
was
mostly
support
because
they're
the
only
ones
using
zendesk
and
then
sales-
I
would
mention
you
know
during
the
sinks,
and
they
would
help
contribute
as
well,
which
is
what
we
want.
We
want
everyone
to
help
contribute
to
this.
This
just
giant
topic
so
yeah
for
for
the
global
one.
It
will
involve
many
more
people.
A
So
what
can
we
improve
on?
That's
that's!
Actually,
one
of
the
first
things
that
I
was
going
to
talk
about
is
with
support.
We
have
like
120
people
with
sales
we
have.
I
have
no
idea
how
many
people
we
have
a
massive
list
of
people
for
the
global
instance.
It
is
way
bigger
me
and
dan
found
that
working
with
smaller
groups
is
more
effective
and
productive
and
we
compared
it
to
like
the
realignment
we
did.
Last
year
you
have
a
big
change
to
zendesk
global
where
it
was
like
yeah.
A
There
were
so
many
people
throwing
things
out
there.
It
got
confusing,
it
got
muddled
so,
like
I
talked
with
lyle
and
we
kind
of
agree,
we're
gonna
make
a
working
group
for
this
one
for
the
zendesk
global
and
what
that
will
consist
of
is
a
select
number
of
people,
probably
like
two
or
three
support
engineers
from
each
region.
Probably
a
support
manager.
Maybe
one
per
region,
get
some
people
from
sales
I'll
see
if
billing-
and
you
know
them
want
to
be
involved
as
well.
A
A
C
A
I
feel
like
we
have
to
make
a
working
group
just
because
there's
too
many
people,
it
will
take
way
too
long
like
I
like
already
it
takes
about
a
quarter
and
a
half
to
do
these
reviews,
because
you
know
we
want
to
allow
time
to.
You
know,
comment
and
time
for
us
to.
You,
know
us
and
ops
to
test
and
work
through
and
propose.
A
B
Because
there
is
not
only
sales,
there
are
a
lot
of
other
departments
who
are
also
referring
to
us,
for
example,
community
or
people
who
actually
wanted
to
get
gitlab
much
more
better,
probably
sometime
in
future.
We
might
include
our
end
users
as
well
in
that
working
group
to
give
us
suggestions
that
how
we
can
improve
that
the
zendesk
experience
overall
operation.
A
Like
I
like,
the
idea
of
having
like
a
customer
help
like
improve
the
system
because,
like
I,
can
make
form
changes
all
day,
but
as
somebody
with
back-end
knowledge
of
zendesk
and
back
in
knowledge
of
what
we're
doing,
I
don't
have.
You
know
we're
not
going
to
have
the
best
perspective
as
far
as
like
a
customer-facing
thing.
A
So
I
think
there's
a
future
where,
like
we
will
reach
out
to
customers
who
probably
file
a
decent
amount
of
tickets
and
seem
enthusiastic
about
working
with
us
to
you,
know,
improve
our
ui
system,
especially
as
I
work
on
developing
like
our
own
custom
theme,
I'm
going
to
be
like
wanting
to
talk
with
like
ui
and
ux,
and
customers
and
stuff
like
that,
so
that
I
can
figure
out
how
to
make
it.
As
you
know,
the
best
possible.
A
I
feel
like
perhaps
communication
could
have
been
a
little
better.
To
be
honest,
I
feel
like
we
can
probably
communicate
a
little
better
about
when
we're
starting
the
stage
when
we're
ending
the
stage
when
extensions
need
to
happen
for
specific
stages,
because
sometimes
you
know
discussions
needs
more
than
a
week
or,
however
much
time
depending
on
the
stage.
C
A
Yeah,
that's
when
I
first
like
made
this
process,
I
thought
of
it
more
from
a
product
management
standpoint
of
like
we
should
focus
on
improving
the
product,
not
necessarily
just
getting
it's,
not
necessarily
it's
not
that
we
don't
want
feedback,
but
the
point
of
this
is
not
just
to
gather
a
bunch
of
feedback
it's
to
improve
the
product
that
we
manage,
which
is
in
desk,
in
this
case
cool
and
as
far
as
changes
for
global
honestly,
I
look
at
the.
What
can
we
improve
upon
and
say
that
we
should
make
a
working
group?
A
B
You'll
find
timelines
because
again
it
is
a
huge
group,
so
we
need
the
proper
timelines
to
be
in
the
global
that
we
can
take
the
feedback
as
long
as
this
one
need
implementation
for
that
time.
After
that
stage,
we
cannot
move
back
towards
the
first
stage
like
when
we
are
on
the
final
stages.
It
is
almost
impossible
for
us
to
go
to
stage
one
and
stage
two
right.
A
Yeah
no,
like
once
you
get
to
like
that,
you
know
you're,
building
out
the
routing
plan
and
all
that
stuff.
It's
at
that
point.
It's
like
we
kind
of
can't
change
where
what
we've
decided
from
stage
one
stage
two
stage:
three,
because
it's
like
no
those
are
already
built
into
how
we're
going
to
routing
that
they
were
very
important
yeah.
So
you
know
work
have
a
working
group
work
on
communication,
make
sure
to
set
time
frame
expectations.
B
One
question
josie:
how
would
you
are
going
to
make
a
work
group
like
you
already
defined,
that
we
need
these
designations,
but
are
these
are
these
the
designations
or
are
those
the
people
like?
Do
you
have
a
specific
people
in
your
mind,
who
are
about
to
do
that
or
is
there
any
designation
with
such
title
can
do
that.
A
B
A
Yeah
but
I'll
get
the
working
group
like
mr
and
stuff
started
and
start
figuring
out
who
we
want
to
kill.
You
know
collaborate
with
who
wants
to
join
all
that
fun
stuff.
We've
got
plenty
of
time
because
we're
not
slated
to
do
the
you
know
the
global
review
until
q2,
so
we
have
two
months:
we've
got
time
to
form
that
working
group
and
get
everything
situated,
but
yeah
so
from
the
working
group
and
we'll
kind
of
go
from
there.
A
This
one
will
be
fun
because
I'm
going
to
step
back
on
this
one
and
have
you
know
dull
lead
I'll,
just
kind
of
sit
there.
As
you
know,
a
manager
and
just
kind
of
watch
obviously
I'll
help
if
asked
like,
if
you're
like
hey,
we
need
help
with
this
one.
Yeah,
obviously
I'll
help.
That's
not
a
big
deal,
but
I'm
going
to
actually
have
you
all
lead
this
one.