Namiko & Kosuke Catchup

T1 Japanese Catchup note

Feb 10th

• How to escalate to T2

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Feb 5th

• Support from zendesk by plan when Support is Essential but Chat is above team

• Page43  https://docs.google.com/presentation/d/1ZJNCx0wPa6s5H0HZNcaM2i4tgmLdeDyQ3PkjYSLGXoA/edit#slide=id.g3c838f510e_0_163

• Tip

• Tool to view HTML online https://codebeautify.org/htmlviewer/

Feb 4th

• How the conditional field works

• https://support.zendesk.com/agent/tickets/5183588

• Using trigger to add user field values to ticket fields

• https://support.zendesk.com/agent/tickets/5166799

• Explore how to see default dashboard query settings
• Catch up will be daily bases

Jan 31st

• How organization of user works and how to use it in Z1

• Example ticket: https://support.zendesk.com/agent/tickets/5169478

• Tips

• Do not hesitate to ask customer what the question is about and ask them to provide us screenshots if the question is unclear
•  Do not rush to take/respond to tickets. Use your time to test/find the settings while on training!

Jan 28th

• How to take tickets from the T1 JP queue

• No queue score for Language queue so check priority and requested date to take Higher priority and older tickets.
• Triager is not always adding priority, business impact and product area for Japanese tickets so make sure to add those when you take the tickets. Also, sometimes there are some urgent/high priority issue tickets that come into the queue without setting priority so check those tickets and take action as needed.
• No call back ticket until phone training is done.

• Tips

• Partners such as Eclect, Forfusion and OKD create tickets on behalf of their customer but sometimes they are not an agent of the account so make sure to ask the subdomain and check if they are agent or not.
• Non-agent Macro, Deflection for Japanese available
• Creating personal JP macro for example asking subdomain
• How to route sales matter tickets to AEs  

• Catch up will be once weekly bases
• Office tour

Questions (You can ask on Slack but please feel free to add any question you have in here) :

• SOLVED Japanese Macro not showing up on Namiko's macro

• For example: Japanese Feature Request Macro is not showing up.