Division of Responsibilities
A breakdown of the division of responsibilities for the Support Ops team
To help ensure the team doesn’t get overwhelmed and has the ability to focus on specialization and learning, we divide out the responsibilities among our team. The current division of responsibilities is:
| Category | Area | Primary DRI | Secondary DRI |
|---|---|---|---|
| Access Requests | Internal License Requests | Everyone | Everyone |
| Zendesk Global Provisioning | @jcolyer | @lyle | |
| Zendesk US Federal Provisioning | @jcolyer | @lyle | |
| Account Deletions | Form | @jcolyer | @dtragjasi |
| Issues | @jcolyer | @avilla4 | |
| Processor | @jcolyer | @avilla4 | |
| Questions | @jcolyer | @secole | |
| Audits | 1Password | @jcolyer | @lyle |
| Calendly | @avilla4 | @jcolyer | |
| GitLab.com | @jcolyer | @lyle | |
| Pagerduty | @dtragjasi | @jcolyer | |
| Zendesk Global | @nabeel.bilgrami | @jcolyer | |
| Zendesk US Federal | @secole | @jcolyer | |
| Calendly | Management | @avilla4 | @dtragjasi |
| Procurement | @jcolyer | @lyle | |
| Provisioning | @jcolyer | @lyle | |
| Forms | Customer Ticket Generator | @nabeel.bilgrami | @avilla4 |
| Free User Offer Form | @jcolyer | @dtragjasi | |
| L&R Internal Requests Form (Global) | @jcolyer | @dtragjasi | |
| L&R Internal Requests Form (US Federal) | @jcolyer | @dtragjasi | |
| US Federal Customer Feedback | @secole | @jcolyer | |
| Usage Ping Requests | @jcolyer | @lyle | |
| Other Software | Customer Feedback Processor US Federal | @jcolyer | @secole |
| Free user offer processor | @jcolyer | @dtragjasi | |
| L&R Internal Request Processor (Global) | @jcolyer | @secole | |
| L&R Internal Request Processor (US Federal) | @jcolyer | @secole | |
| 1-1-issue-generator | @nabeel.bilgrami | @jcolyer | |
| support/team page | Everyone | Everyone | |
| Pagerduty | Management | @avilla4 | @jcolyer |
| Provisioning | @jcolyer | @lyle | |
| Slack | SGG Slackbot | @avilla4 | @jcolyer |
| Workflows | @jcolyer | @nabeel.bilgrami | |
| Status.io | Provisioning | @jcolyer | @lyle |
| Support Ops Project | Issues | Everyone | Everyone |
| Ticket work | Everyone | Everyone | |
| Zapier | Support Ops Zap management | @jcolyer | @secole |
| Zendesk Global | Agents | @avilla4 | @dtragjasi |
| Articles | @dtragjasi | @jcolyer | |
| Automations | @nabeel.bilgrami | @avilla4 | |
| Contacts | @jcolyer | @nabeel.bilgrami | |
| Forms and Fields | @jcolyer | @nabeel.bilgrami | |
| Explore | @nabeel.bilgrami | @avilla4 | |
| Macros | Everyone | Everyone | |
| Organizations | @dtragjasi | @avilla4 | |
| Priority Prospects | @jcolyer | @secole | |
| Procurement | @jcolyer | @lyle | |
| Salesforce Cases | @jcolyer | @nabeel.bilgrami | |
| SLAs | @jcolyer | @lyle | |
| Ticket Processor | @jcolyer | @nabeel.bilgrami | |
| Ticket Round Robin | @nabeel.bilgrami | @dtragjasi | |
| Triggers | @nabeel.bilgrami | @avilla4 | |
| Views | @avilla4 | @nabeel.bilgrami | |
| Wizard | @jcolyer | @dtragjasi | |
| Zendesk Apps | @dtragjasi | @jcolyer | |
| Zendesk Theme | @dtragjasi | @jcolyer | |
| Zendesk-Salesforce Sync | @jcolyer | @secole | |
| Zendesk US Federal | Agents | @secole | @jcolyer |
| Automations | @secole | @jcolyer | |
| Macros | @secole | @jcolyer | |
| Procurement | @jcolyer | @lyle | |
| Salesforce Cases | @jcolyer | @secole | |
| Ticket forms and Fields | @secole | @jcolyer | |
| Ticket Round Robin | @jcolyer | @secole | |
| Triggers | @secole | @jcolyer | |
| Views | @secole | @jcolyer | |
| Zendesk Apps | @secole | @jcolyer | |
| Zendesk Theme | @secole | @jcolyer | |
| Zendesk-Salesforce Sync | @jcolyer | @secole |
Last modified May 19, 2023: Adding new roles (
b88e5bb)