Agent Sync
Operations workflow page for agent sync
Note
Agent sync changes are classified as ad-hoc. Once changes are made to the repo, they will be applied on the next run.Runtimes
Agent sync runs during the following times:
- Zendesk Global: Runs a 0000 UTC every day (
0 0 * * *) - Zendesk US Government: Runs a 0000 Pacific every day (
0 0 * * *)
Request for changes
Requests to make changes to the agent sync (or components therein) require specific levels of approval:
- Changes to signatures: Support Director
- Changes to displayed name: Support Director
- Changes to mid-ticket feedback information: Support Director
- Changes to tagging: Support Director and Support Data Specialist
- Changes to Zendesk field values: Sr. Support Engineering Manager - Operations
- Anything else: Support Manager
The approval is required to procced. If it has not been granted, the request should be rejected.
Making changes
Making the changes would be done by modifying the script files within the project. You should also do this in a way that creates a MR. Said MR should always be peer reviewed before merging (the MR should enforce this).
Last modified April 3, 2025: Migrating support readiness handbook to security (
9196a840)
