ZenDesk Changes 2018-Jul-15

Changes involving name corrections and other minor cosmetic adjustments omitted.

Groups

Creation

  • Tier 1 Support created.

Cleanup

  • Retail Phone Stuff deleted.
  • Security Ops. deleted.
  • Support - Desktop (Tier 2) deleted.

Changes

  • Users added/removed to/from applicable groups.
  • Deprecated groups, such as the Functional Area groups, prefaced with "[dep]" to show their deprecated status.
  • EntApp Advanced -> EntApp Ops & Dev
  • EntApp General -> EntApp Support

Views

Cleanup

  • Security Ops [CNFDNTL] deleted.
  • Support - Desktop (User/MFA) deactivated.
  • Support - Desktop (> 30 days) deactivated.
  • Support - Desktop (No Upd >2w) deactivated.
  • Support - Desktop (Unsolv. > 30d) deactivated.
  • Support - Desktop (Tier 2) deactivated.
  • EntApp - All FAs deactivated.
  • EntApp - All FAs (Not Mine) deactivated.
  • EntApp Enhancements deleted.
  • EntApp Enhancements - Contract Tier deleted.
  • [mgmt] Open Critical Impact deactivated.
  • [mgmt] Open High Impact deactivated.
  • [mgmt] All Open Retail (4d) deactivated.
  • No Action 5 Days deactivated.
  • Open to Pending (Filson) deactivated.
  • All Tickets Closed 2018 deactivated.

Changes

  • Support - Desktop now Tier 1 Support.
  • EntApp - General now EntApp Support.
  • EntApp - <functional areas> prefaced with "[dep]" to show their deprecated status.
  • EntApp - Advanced now EntApp Ops & Dev

Macros

Creation

  • Assign::EntApp Support::<all BAs>
  • Assign::Infrastructure Ops.::James Gantt
  • Assign::EntApp Ops & Dev::<all Ops & Dev>
  • Canned Response::High-to-Low Reprioritization [BETA] created, unfinished.
  • Canned Response::Low-to-High Reprioritization [BETA] created, unfinished.

Cleanup

  • Assign::Retail Support deactivated.
  • Assign::EntApp Support deactivated.
  • Assign::EntApp App Support::EDI Labeling deactivated.
  • Assign::EntApp App Support::Bartender deactivated.
  • Assign::EntApp Func. Areas::to Finance & Accounting deactivated.
  • Assign::EntApp App Support::Clippership deactivated.
  • Assign::EntApp Func. Areas::to Purchasing & Planning deactivated.
  • Assign::EntApp Func. Areas::to Manufacturing & Prod. Dev. deactivated.
  • Assign::EntApp Func. Areas::to Retail deactivated.
  • Assign::EntApp Func. Areas::to Warehouse deactivated.
  • Assign::EntApp Func. Areas::to Reporting & BI deactivated.
  • Assign::EntApp Func. Areas::to Wholesale & Direct deactivated.
  • Escalate::Support - Desktop (Tier 2) deactivated.
  • Escalate::EntApp Retail deactivated.
  • Escalate::Support - Retail (Contract) deactivated.
  • Escalate::EntApp - ALL EYES deactivated.
  • Escalate::Security Operations deactivated.
  • Canned Response::Instruct User to Submit Support Form deactivated.
  • Canned Response::User Submitted Support Request as Project/PRM deactivated.
  • Canned Response::Phishing Email S&C Content Search Complete deactivated.
  • Escalate::EntApp Advanced deactivated.
  • Escalate::EntApp (Contract) deactivated.

Changes

  • Assign::Desktop Support now Assign::Tier 1 Support
  • Escalate::EntApp - Advanced now Escalate::EntApp Ops & Dev
  • Escalate::VPN Access now assigns to Mark Daniel.
  • Escalate::Infrastructure Ops. now Assign::Infrastructure Ops.::Mark Daniel

Triggers

Triggers kick off whenever a ticket is created or changed. They do everything from sending a notification to the end user when an agent comments on a ticket, to routing tickets sent to a particular email address to the appropriate group in ZenDesk.

Cleanup

  • [route] Omni Form to Desktop (Tier 2) deactivated.
  • [route] Omni Form to Clippership deactivated.
  • [route] Omni Form to Retail deactivated.
  • [route] Omni Form to EntApp <Functional Area groups> deactivated.
  • [route] Omni Form to EntApp General deactivated.
  • [route] Omni Form to Bartender deactivated.
  • [route] Omni Form to EntApp Reporting deactivated.
  • [manip] Set Schedule Upon Auto-assign (Retail Support) deactivated.
  • [manip] Set Schedule Upon Auto-assign (Support) deactivated.
  • [manip] Set Schedule Upon Auto-assign (EntApp Support US) deactivated.
  • [route] Auto-assign - Form Channel (AX Bug Report) deactivated.
  • [route] Auto-route to Shinola Retail Ops deactivated.
  • [route] Auto-route to Filson Retail Ops deactivated.
  • Auto-CC Nathan on Dan Cantley Tickets deactivated.
  • [route] Form Channel (CU12 Retail Bug Report) deactivated.
  • [notif] Requester of received request (AX Bugs) deactivated.
  • [manip] Set Schedule Upon Auto-assign (EntApp Support EU) deactivated.
  • [notif] Notify Retail Group of Critical Ticket deactivated.
  • [notif] EntApp Support Escalation to ALL EYES deactivated.
  • Slack Ticket Trigger deactivated.

Changes

  • All tickets created via Omni Form on the web are routed to Tier 1 Support group.
  • "[route] AX Location Changes to EntApp Support Tier 3" now "[route] AX Location Changes to EntApp Support/DL"routes to Derrick Lasecki in EntApp Support.
  • [notif] Notify Desktop Support of Critical Ticket now [notif] Notify Tier 1 Support of Critical Ticket, notifies management group and Tier 1 Support via email.

Automations

Cleanup

  • [notif] Desktop Support Unassigned 24 hours deactivated.

Forms

Changes

  • Priority added to the omni form.

 

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