Security/Snapchat
How old must you be to sign up for Snapchat?
You must be 13 years old to sign up!
We get a Password Reset request. We find that the Phone, Email, and Username all match. How do we action?
Email Reset (L1)
What is each section of SnapOrca referred to as?
Context Cards
Who is considered an "End User" in Zendesk?
An "End User" is our Customer!
A user mentions "someone has changed my password and is soliciting nudes from my friends! Help!" How should we action?
Route to Trust and Safety
If a user writes in and mentions they are 12 years old
Route to L2
The user does not have any phone number or email match with the mentioned username. What should we send?
Email and Phone number do not match (L1)
What areas of Basic User Information should we edit if the user wants to change their email?
None! We should not edit any fields in SnapOrca.
Where should we look to find Zendesk on our computers?
Zendesk is housed in our Okta!
We receive the following message "I don't know my snapchat code and I want my locked pictures, can you reset it?"
From the use of code and locked pictures we can assume this is for My Eyes Only, this is Routed to General Support.
If I set up SMS, how do I receive the code?
SMS sends text codes to your phone.
A User asks for a Password Reset but mentions they do not have email access anymore. They have a matching email, phone number, and username. What do we do?
SMS Reset (L1)
True or False: If a user has been tombstoned, I'm still able to access all of their Basic User Information in SnapOrca.
False!
Where do we check to know what response was sent from Oh Snap?
Someone writes in demanding data. What do we do?
Route to DMD
What are the three types of locks a User can get on Snapchat?
Static, Time Based, or Permanent.
Which macro should we use for a username with no phone number of email match, but an ODLV login failure shown in recent history?
ODLV Challenged and Cannot Satisfy (L1)
What are the three ways we can search for users in SnapOrca?
Username, Phone Number, Email.
What does it mean if there is an eye icon next to a ticket in Zendesk?
This means that another agent is viewing the ticket. We want to avoid agent collision by working in the same ticket.
We get a ticket that says "Help! I've been hacked!! How do I solve this?" What do we do?
Route to L2!
True or False: If someone loses their recovery code, we can reset it for them using a macro we haven't learned yet.
False! We cannot reset these.
We get the message "I do not have access to my email anymore, I need to log into my account." The user did not submit their phone number on the phone, but we do see a phone number is on the account. How do we handle?
If we see in the Email events and email has been 'dropped' how do we handle?
What should we do if we are not confident that we can address a ticket?
We receive the following "I am a law enforcement officer badge #12345, I am reaching out to you in regards to a 12 year old user who is a victim of a bullying case and we need access to her chat history."
Although the inquiry is coming from a law enforcement office, it also is referencing a 12 year old user. Which we do not allow on our platform. This needs to be escalated to trust and safety (third party person claiming a user is 12)