Security/Snapchat
How old must you be to sign up for Snapchat?
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 Card
Who is considered an "End User" in Zendesk?
An "End User" is our Customer!
Route to Trust and Safety
Can two users have the same Display Name?
Yes! But each username is unique.
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!
What should we do if we accidentally push "+" and add a new ticket?
Click the "X" and close out the ticket!
Someone writes in demanding data. What do we do?
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.
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 keep resetting my password but I'm not receiving it on my phone. I know this is the right number." We find a matching number and "init" in the events for texts. What is our action?
SMS reset delivery issue (L1)
Email!
What should we do if we are not confident that we can address a ticket?
Skip!
We receive the following "Hello, my birthday is May 4, 2008. I lost my password, can you reset?"
This user is under 13, we should Route to L2.