Zendesk
This is where you can find a list of Zendesk shortcuts
Where is the upper right hand corner of any page by clicking on your profile?
This is a section of Confluence that has its own blog, LMS, search, and page tree.
What is a space?
This individual's favorite movie is The Godfather
Who is Allison?
This is more important than Metrics.
What is trust?
When troubleshooting devices in the kit - this is something we never do
What is factory reset?
What are Canned (or prepped) responses, tagging, grabbing information from the user, filling out custom fields, setting the status of the ticket?
If you create a page while looking at a page in Confluence it establishes this type of relationship.
What is a Parent / Child relationship? Folder is also an acceptable answer.
This individual's favorite book is The Art of War by Sun Tzu
Who is Tracey?
Before taking credit for something, make sure you do this.
Whenever you get an answer to a question where should that information go?
Confluence, Help Center
Zendesk tags can do these things (name 2)
What are - create views, generate reports, create triggers, create automations, and build custom apps?
What happens to tasks that are assigned when creating meeting notes in Confluence?
What is "They are added to the individual's task list in their profile"?
This individual used to work at Lyft
Who is Somer?
If you disagree with how something is done, what are some ways to approach the situation?
What are any or all of the following: Write a proposal, talk it out with the primary stakeholder, be candid and respectful, be flexible, remember that as a team we are all working together against the problem at hand!
True or False, if you have technical question about how the code works it is okay to walk up to an Engineer and ask them.
What is false, Engineers are the exception to the rule when regarding casual communications?
This function in Zendesk runs a process every hour. For example it can be used to request customer satisfaction after a certain amount of days.
What are automations?
This is what should you do if you notice that there is a duplicate Confluence page
What is contact the other page owner to combine pages?
This individual created a community mug of their husband
Who is Alex?
Who are you able to talk to if you have any interpersonal issues?
Jon, Teresa, Liz, Travis!
This is the most important thing about Bug reporting.
What is "making sure it gets reported as fast as possible"?
This tool in Zendesk is used to generate reports. We can use it to see things like how long it takes to for a ticket about Blood Pressure takes to solve.
What is Zendesk Explore?
Do this if you have a suggestion for an existing Confluence page.
What is comment down below, comment on the page, or talk to the page owner?
This individual has a dog named "Pretzels"
Who is Jon?
This is what you should do if you are ever wrong or make a mistake.
What is "own it" and "learn from it"?
These are a few things you should check before sending a response in Zendesk.
What are - checking to make sure no one else is on the ticket, making sure that you are in the correct comment mode, making sure that the correct forms are filled out, tags, grammar / spellcheck and making sure that the information is accurate!