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From YouTube: Support Ops Sync - 2022-10-11
Description
Support Ops Sync - 2022-10-11
A
So
yeah
going
over
some
of
the
stuff
we
have
work
on,
the
wizard
is
still
going.
That's
the
new
name
for
the
zendesk
router
is
the
wizard.
It
could
change
names
again.
We
don't
know
about
20
of
it's
done.
I've
still
got
to
do
self-managed
in
the
dedicated
parts
and
then
there's
team
review
and
ux
reviews.
So
I've
got
one
of
those
done
so
I
would
say
20
one-fifth
done.
A
A
The
new
category
fields
are
added
to
zendesk
as
of
this
morning.
Next
up
is
going
to
be
the
form
changes
since
you
know,
but
those
require
an
announcement
and
future
planning.
Adding
Fields
does
nothing
to
anything
until
you
add
them
to
a
forum
they're
just
there.
So
there's
zero
impact,
but
I
would
call
C4,
but
adding
them
to
the
forms
is
a
major
change.
A
So
that's
like
a
C2
C1
kind
of
change
so
we'll
be
working
on
those
next
and
then
we'll
announce
and
all
that
fun
stuff
You
probably
saw
that
holiday
planning
is
started
for
support
and
I
am
dri
on
that
for
us
in
Readiness
I.
Don't
think
we
need
to
do
a
huge,
elaborate
process
like
that.
There's
not
as
many
of
us
coverage
isn't
necessarily
required
on
those
days
so
just
kind
of
help.
So
we
can
plan
amongst
ourselves
put
in
your
PTO
now
for
holidays
you're,
taking
if
you're
like
unsure.
A
A
As
I'm
not
seeing
a
greater
support
planned
appreciation,
Lio
correct
me:
if
I've
just
missed
it,
okay,
we're
gonna,
do
a
scavenger
hunt
like
we
talked
about
last
quarter,
so
the
issue
will
be
forthcoming.
This
week,
it'll
have
various
category
various
ideas
you
all
posted
and
some
that
I
will
add
in
there
and
we'll
take
pictures
of
the
scavenger
hunt
and
then
we'll
do
like
a
presentation
and
vote
on
who
we
think
is
the
winner
of
the
scavenger
hunt
and
there
will
be
a
prize
that
is
to
be
determined.
A
Skip
the
next
item
Depending
on
time,
I
might
do
a
demo,
but
upcoming
PTO
I'll
be
off
on
the
18th
for
a
wedding
and
then
21st
the
24th
for
the
ren
Fair
Dylan
will
be
off
on
the
17th
and
21st.
You
know
Bill
and
Dan.
I
didn't
see
any
for
you,
but
if
there
is
any,
do
you
want
to
voice
it?
Real,
quick.
A
C
It's
a
combination
of
public
holidays
and
professional
development
days.
Oh
yesterday
was
Thanksgiving
for
us
and
the
week
before,
that
was
something
I
don't
know.
I
can't
keep
track
of
them
all.
A
C
I
was
talking
to
to
someone
like
outside
of
the
company,
who
was
a
European
citizen.
They
get
to
can't
be
a
citizen
of
Europe
citizen
of
a
European
country
and
but
living
in
the
US
and
they're
like
oh
yeah,
Monday,
the
holiday
and
I
was
like
what
a
holiday.
Is
it
it's
a
holiday?
It's
like
I,
don't
know
our
company's
calling
it
World
mental
health
day
and
we're
just
all
taking
it
off,
okay
and
then
come
to
tell
it
is
a
holiday.
It's
very
confusing.
B
Yes,
in
Europe
yesterday
was
a
world
mental
health
day,
so
most
of
the
European
countries.
They
follow
that
day
as
an
off
day,
although
we
have
family
and
friends
day.
So
it
kind
of
compensates
over
that
I.
A
So
it's
a
very,
very
funny
episode,
but
definitely
not
safe
for
work
cool,
so
we
still
got
some
time
so
I'm
going
to
do
a
demo
showing
how
I
do
form
changes
rather
easily
to
get
the
Mrs
created,
because
if
you've
ever
had
to
edit
a
form,
it's
annoying
in
the
dust
and
then
getting
the
Json
for
it
and
writing
that
up
and
converting
it
to
yaml
and
all
that
also
super
annoying,
so
I'm
going
to
show
you
kind
of
a
trick
of
how
I
do
that.
A
A
Okay,
so
I'm
on
the
Clone,
let's
say
we're
removing
a
signing
out
of
office
from
it.
Let's
just
say:
that's
as
simple
as
it
changes
are
growing.
Obviously
we
could
be
editing
conditions
and
all
kinds
of
other
stuff.
A
So
having
done
this,
we
now
have
a
new
form.
Live
in
genesk
now
I
would
also
make
this
not
edible
for
users,
so
they
can't
see
it
in
the
brief
time
that
you're
working
on
this,
so
it's
agent
only
I,
would
then
go
into
the
repo
I'm.
Hoping
y'all
can
see
this.
Yes,
you
can
see
my
terminal,
okay,
cool.
B
A
A
A
C
A
Well
said:
that's
ticket
for
oh
forgot,
the
dot
Json
at
the
end.
Look
at
me,
I
was
close.
I
was
super
close
all
right.
So
if
you
basically
tell
it
to
read
that
Json
file
that
send
us
script
generated,
you
now
have
them
all
into
Json
format
and
in
theory,
if
I
do
forums,
dot
last
I'll
get
a
ton
of
output,
but
I
should
see
it's.
The
copy
of
the
sauce
form
we
just
made
so
I
can
actually
do.
A
It'll
have
the
last
ID
number
and
all
that
fun
stuff,
but
if
you
essentially
tell
it
to
yaml
it'll
give
you
all
the
yaml
for
that
now
things
like
all
this
right
here:
the
ID
name,
raw
name,
display
name
and
user
visible
position,
Etc,
that's
not
changing
on
our
regular
forms,
90
of
the
time,
so
you
don't
need
that.
What
you
really
need
is
this
ticket
forms
ID
all
the
way
down
to
the
bottom.
A
This
is
super
useful,
so
that
you
can
go
into
the
zendesk
admin
and
do
them
all
here
where
it
is
a
little
easier,
because
you've
got
the
UI
helping
you
and
then
you
can
drop
into
console
and
just
get
that
Json
and
copy
and
paste
it
into
the
file.
This
is
a
lot
easier
than
trying
to
manually
type
out
all
of
this.
There
are
so
many
ID
numbers
and
requireds,
and
all
this
stuff,
you're
very
likely
to
typo
once
and
you
know,
that's
very
likely
to
cause
problems.
A
But
yeah
so
that's
kind
of
how
I
normally
do
it
just
because
it
is
complicated.
It
is
really
easy
to
mess
up
that
yaml,
whereas
if
you
do
it
that
way,
zendesk
is
giving
you
exactly
the
values
it
needs.
Converting
it
to
yaml
gives
us
exactly
what
we
need
for
the
sync
repos.
A
B
Michael's
undergarding
that
is
Jason.
How
is
it
different
than
just
going
to
the
Json
version
on
the
admin
page
of
a
form
and
converting
that
Json
to
yml
through
a
plugin.
A
A
A
Yeah,
that's
just
kind
of
how
I
recommend
doing
it.
Obviously,
if
you
have
a
different
way
that
you
like
doing
by
all
means,
do
it
if
it
provides
accurate
results
at
the
end,
anyways,
really
fine,
I,
just
kind
of
wanted
to
show
you
how
I
do
that,
especially
considering
like
adding
the
category
Fields
we're
about
to
see
a
lot
of
changes
to
forms
and
I.
Don't
want
you
to
think
Jason's
spent
an
hour
and
somehow
got
all
these
ammo
files
magically?
No,
no,
it
wasn't
magic.
I,
I,
cheated
cheated.
A
I
took
an
easier
route
to
get
to
it,
because
that
that's
honestly,
the
best
way
to
do
it.
In
my
opinion,
yes,
I
could
go
file
by
file
and
edit
the
yaml,
but
I
promise
you
I
will
make
a
mistake.
I
might
put
Fields
out
of
order
which
will
then
cause
it
to
not
be
exactly
what
we
wanted
and
will
be
tested.
A
So
yeah,
that's
just
kind
of
a
trick:
I
use
fun
fact.
This
is
not
unique
to
forms.
You
could,
in
theory,
create
a
new
trigger,
Market
inactive,
build
it
like
that
and
then
copy
it.
That
way,
you
could
do
it
that
as
well
there's
different
ways
you
can
go
about
it.
It's
all
kind
of
a
matter
of
personal
preference
with
sprinters
I've
done
it
enough
that
it's
quicker
for
me
to
type
the
animal
with
macros.
A
It's
the
same
thing,
but
with
forms
it's
way
quicker
for
me
to
do
what
I
just
showed
you,
but
any
questions
on
how
that's
done.
A
B
A
I
mean
I'm
going
to
try
this
and
it
doesn't
quite
work
or
you've
got
errors
or
anything
like
that.
Yeah
up,
let
me
know
we'll
do
a
pairing,
I,
just
I,
don't
want
y'all
to
attempt
doing
this
on.
Thinking
like
you
always
have
to
do
this
manually
and
there's
no
quicker
way.
If
you
find
a
quicker
way
by
all
means.
Do
it
like
there's
no
wrong
answers
on
this?
That's
how
I
do
it
the
bills
just
showed
he
uses
a
browser
plug-in
perfectly
fine
as
well.
A
A
B
Okay,
my
question
is
related
with
zenders
to
wizard.
When
are
we
planning
to
put
it
live.
A
So
I'm
tentatively
aiming
to
have
the
open
Beta.
Testing
events
live
November
1st
at
asterisk
I,
don't
know
what
day
of
the
week
November
1st
is.
That
may
be
the
wrong
day
of
the
week
for
all
I
know,
that's
the
Sunday
and
obviously
I.
Don't
want
to
go
to
play
this
on
a
Sunday,
but
the
plan
is
Q4,
beginning
of
Q4.
A
We
want
to
have
a
link
at
the
top
of,
in
this
case
the
l
r
form,
because
that's
where
this
is
focused
that
basically
just
has
some
info
saying:
hey
we're
working
on
this
thing.
We
would
appreciate
you
using
this
and
giving
us
feedback
here
or
whatever
to
vary
them
using
it
they're
going
to
be
clicking
buttons
that
tell
us
yes,
this
result.
No,
it
didn't
I
need
a
ticket
and
that'll
be
updating
our
metrics.
So
we
can
see
hey.
This
is
resolving
tickets.
Hey
this
isn't
resolving
it
one.
A
Obviously,
when
there's
things
like
supports
review
of
it,
ux
is
a
review
of
it
and
all
that
stuff
I'm,
giving
it
the
asterisk
of
that's
my
aim,
not
necessarily
when
we
are
going
to
go
live
with
it.
The
idea
is
to
do
an
open
Beta
of
this
specific
sub
section.
The
l,
r
form
and
come
back
gather,
get
the
feedback
review.
It
mainly
you're
gonna
review
it
and
kind
of
decide
like
okay.
This
was
a
success
we
want
to
move
forward.
Let's
add
Source
account,
that's
the
next
small
thing
we
can
add
to
it.
A
Obviously,
like
the
greater
the
sauce
SM
dedicated
actual
support
ticket
stuff.
That's
the
one!
That's
like
that's
a
massive
category
that
we
want
to
do
is
much
smaller
testing
before
we
spend
hours
days
weeks,
whatever
it
takes
to
develop
the
bigger
one
and
then
go
oh
no,
this
is
terrible.
We
don't
want
to
move
forward
with
this,
so
we're
starting
small.
The
aim
is
beginning
of
Q4
I
plan
to
have
like
the
actual
development
of
the
SM
and
dedicated
Parts
done
relatively
quickly.
A
There
are
a
lot
of
copy
and
paste
from
the
sauce
Parts,
because
a
lot
of
it
is
the
same
it
just.
It
is
especially
with
like
dedicated
a
lot
of
it's
going
to
match
self-managed
because
it
kind
of
is
self-managed,
so
I
don't
expect.
Those
parts
will
take
a
lot
I
plan
on
doing
like
a
week
to
let
the
support
team
review.
A
What
we
have
ux
I
want
to
give
them,
however
much
time
they
want,
but
I
also
want
to
kind
of
set
that
I
really
want
to
have
this
live
sooner
rather
than
later.
So,
let's
not
let
this
go
on
for
months
and
then
the
plan
is
once
we're
ready
to
go
we'll
edit
the
forms
or
in
that
case
I
think
it'll
be
the
theme.
A
What
is
the
theme
to
have
that
JavaScript
that
says
implanted
in
there?
That
says,
we're
doing
an
open
Beta
of
this
thing
and
then
I
will
take
the
current
repo
and
mirror
it
to
a
different
folder,
where
the
actual
form
URL
that
is
generated,
looks
pretty.
You
obviously
don't
want
to
link
people
to
you
know
whatever
it
is
wizard.getlab.io.com
desks,
Global
yeah
like
we
don't
want
to
link
them
to
a
messy
URL
like
that,
so
we'll
mirror
it
to
a
nicer
folder
where
it
looks
prettier.
A
That's
that's
the
tentative
plans
for
it.
Obviously,
there's
a
lot
of
beta
testing
involved
with
that,
so
we
can
beta
test
and
decide
this
wasn't
worth
pursuing.
Let's
go
ahead
and
abandon
the
project
it
could
be.
This
was
a
rousing
success.
Let's
move
on
to
the
next
stage.
A
Still
a
lot
of
stuff
in
flux,
for
that
me
and
Lee
are
sorry.
Lee
and
I.
Wow,
Lee
and
I
are
still
very
optimistic
that
this
will
be
helpful.
The
people
I
have
had
book
it
over
like
how
this
is
a
more
self-guided,
self-managed
kind
of
approach
to
troubleshooting.
They
see
the
benefits
of
this
for
more
complex
topics.
Obviously,
we
picked
some
pretty
simple
topics
to
start
with,
but
we
see
a
lot
of
advantage
to
this
when
we
get
to
things
like
Geo
installation
or
upgrading
and
stuff
like
that.
A
Cool
does
that
answer
your
question.
I
know
I
just
kind
of
rambled
for
a
lot
longer
than
I,
probably
intended.
A
B
No,
no!
It's
not
that
yes,
I,
understand
that
and
I'm
just
actually
looking
forward
to
get
this
done.
I
think
it's
pretty
good
thing
really
take
a
lot
of
time
off
from
the
support
Engineers
as
well.
What
are
we
going
to
measure
that?
That
is
another
question
that
we
have
to
figure
it
out
that
how.
A
B
A
Kind
of
look
into
the
tickets
coming
into
that
categorization
from
that
step
and
say:
okay,
look
we're
getting
these
kind
of
tickets,
it's
not
being
resolved.
Is
this?
We
need
more
steps.
Is
this
the
docs
need
updating
stuff
like
that,
where
we
can
kind
of
figure
out
okay?
Why
couldn't
we
pre-resolve
this
issue
before
they
actually
needed
to
file
a
ticket
or
contact
sales
or
email
or.
B
A
A
So
it
might
be
that
we
add
another
button
instead
of
just
submit
a
ticket.
It's
use.
This
troubleshooter
use
this
wizard.
The
idea
of
the
wizard
is
when
it
does
fail
and
you
need
to
submit
a
ticket.
It
does
pre-populate
a
lot
of
the
tickets
for
you
with
the
information
from
the
troubleshooter
so
obviously
like
it
would
be
better
for
a
customer
to
use
it
that
way
when
they
do
submit
a
ticket.
A
A
Now,
as
far
as
will
we
block
the
submit
a
ticket
button
to
put
that
in
front
and
say
you
have
to
do
that.
I'm,
not
quite
sure,
I
think
that's
like
a
discussion.
We'd
want
to
have
with
yeah
like
Lyle's
like
doing
the
I'm,
not
sure
I'm,
not
either,
because
I
can
see
the
pros
and
cons
to
both
sides.
A
Oh
yes,
it
could
be.
We
put
that
to
a
vote
for
support
it
could
be.
We
talked
to
customer
success
and
marketing
and
several
other
teams
to
get
their
input
of
what
they
think.
A
B
Yeah,
like
I
in
my
previous
experiences
with
this
information
I,
have
used
as
a
customer
for
some
companies
where
they
ask
I
call
them
quiet.
Questions
are
helping
you
before
doing
everything
and
submitting
a
ticket.
In
that
scenario,
sometimes
I
get
put
off
just
by
the
length
of
the
questions
they
are
asking
me
and
rather
than
assisting
me
directly,
it's
like
there
are
seven
or
eight
pages
that
I
have
to
submit
so
much
so
I
always
want
that.
Oh
come
on,
this
is
crap.
I
just
want
to
submit
a
ticket.
B
I,
don't
I,
don't
want
to
answer
all
these
questions
because
they
do
not
look
relative
to
what
I'm
looking
for
so
yeah
we
can
have
both
submit
a
ticket
could
be
a
small
option
on
the
top
of
everything
like
you
know,
there
is
a
thing.
A
Yeah
and
I,
like
that,
that's
I
don't
want
to
make
like
a
blocker
to
getting
help
that
that's
not
what
this
is
intended
to
do.
I've
definitely
worked
with
support
systems
where
it's
like
before
you
can
submit
a
ticket.
You
have
to
talk
to
our
AI
chatbot
and
answer
questions
just
right
to
get
it
to.
Let
you
submit
a
ticket
I,
don't
want.
A
A
So
that's
why
I'm
kind
of
leaning
more
towards
the
I
don't
want
to
block
the
ability
to
Rex
submit
a
ticket
that
I
feel
like
someone
might
have
a
reason
not
to
use
the
troubleshooter
and
the
feedback
they
could
give
of
why
they
felt
they
don't
want
to
use.
It
is
valuable
to
improving
the
wizard,
so
I
know
I
just
keep
turning
changing
names
for
whatever
it's
called
but
I'm.
Sorry,
I,
apologize.
B
A
A
We
definitely
don't
want
that,
but
we
also
do
want
people
using
the
troubleshooter,
because
it
will.
The
goal
of
it
is
to
help
them
resolve
their
issues
without
needing
to
submit
a
ticket
and
wait
for
an
agent
to
reply
and
all
that
fun
stuff.
A
But
I
feel
like
there
is
a
marriage
between
those
two
topics
of
use:
the
troubleshooter,
but
we
don't
want
to
block
support
I,
don't
know
exactly
what
they
are
right
now,
I
think.
Once
we
get
a
fully
fleshed
out
project,
that's
a
bigger
discussion
you
have
of
okay.
How
do
we
want
to
proceed
as
a
support
organization
as
a
company,
because.
A
As
a
company
we
could
decide.
No,
you
always
have
to
use
the
troubleshooter,
the
wizard
I
promise.
The
name
will
be
nailed
once
the
name's
nailed
down.
I
will
commit
it
to
memory,
but
yeah.
We
could
go
that
route
as
a
company
and
support
team
of
no.
We
always
want
you
to
use
the
wizard.
We
could
go
the
route
of.
We
really
want
you
to,
but
here's
how
you
can
bypass
it.