Security/Snapchat
Macros
SnapOrca
Zendesk
Escalations
100

How old must you be to sign up for Snapchat?

You must be 13 years old to sign up! 

100

We get a Password Reset request. We find that the Phone, Email, and Username all match. How do we action?

Email Reset (L1)

100

What is each section of SnapOrca referred to as? 

Context Cards

100

Who is considered an "End User" in Zendesk?

An "End User" is our Customer! 

100

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

200

If a user writes in and mentions they are 12 years old

Route to L2 

200

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)

200

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. 

200

Where should we look to find Zendesk on our computers?

Zendesk is housed in our Okta! 

200

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. 

300

If I set up SMS, how do I receive the code?

SMS sends text codes to your phone. 

300

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)

300

True or False: If a user has been tombstoned, I'm still able to access all of their Basic User Information in SnapOrca. 

False! 

300

Where do we check to know what response was sent from Oh Snap?

Tags and Events tab
300

Someone writes in demanding data. What do we do?

Route to DMD

400

What are the three types of locks a User can get on Snapchat?

Static, Time Based, or Permanent. 

400

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)

400

What are the three ways we can search for users in SnapOrca?

Username, Phone Number, Email. 

400

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. 

400

We get a ticket that says "Help! I've been hacked!! How do I solve this?" What do we do?

Route to L2!

500

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. 

500

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? 

Password reset 'hint'
500

If we see in the Email events and email has been 'dropped' how do we handle?

Route to L2 
500

What should we do if we are not confident that we can address a ticket?

Check all resources, if you can not reply, route to L2 
500

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)