Change Management
This page is a work in progress. Check back soon for updates.
Standard change management
TBD
Service level agreements information
The following process is required for all Zendesk SLA changes that impact any customer facing ticket.
- An issue should be created in support-team-meta using the Requested Change Template.
- The support team discusses the desire to change, citing reason and potential impact.
- The Support Ops Manager, @jcolyer, is pinged in the issue once the discussion is over and a decision has been reached, with approval from at least ONE Senior Support Manager.
- The Support Ops Manager will make an issue in the legal tracker requesting the change.
- Once legal has approved, the Support Ops Manager will announce the plan to
make the SLA change to the support team via both slack (#support_team-chat)
and the SWIR. It should be scheduled for the next Saturday, during
non-business hours.
- If legal does not approve, the Support Ops Manager will update the original issue and close it out.
- The Support Ops Manager will implement the change. Following the implementation, the Support Ops Manager will announce the change has been made via both slack (#support_team-chat) and the SWIR.
- The Support Ops Manager will update relevant documentation with the change.
- The Support Ops Manager will update the original issue and close it out.
Immediate deployments
Some items we work on will warrant immediate deployments. In situations like these, merging things into the master branch should result in a deployment.
For anything that does not follow this behavior, please see the special situations.
Special situations
Support team page change management
All changes to the support team page would follow the nature of Immediate deployments.
Zendesk agents change management
For any changes relating to Support team, the sync will handle them, and thus the Standard change management can be used.
For all other cases, you will have to manually make the changes in Zendesk itself.
Zendesk emails change management
As we currently do not do syncs on Zendesk emails, you will have to make the changes in Zendesk itself.
Zendesk group change management
As we currently do not do syncs on Zendesk groups, you will have to make the changes in Zendesk itself.
Zendesk macros change management
Due the nearly non-existent impact macros have, these follow the nature of Immediate deployments
Zendesk organizations change management
For changes to the Support Team organization notes can follow Immediate deployments.
Changes not controlled by the Zendesk-Salesforce Sync are not synced and would need to be done manually in Zendesk itself.
Zendesk role change management
As we currently do not do syncs on Zendesk roles, you will have to make the changes in Zendesk itself.
Zendesk schedules change management
As we currently do not do syncs on Zendesk schedules, you will have to make the changes in Zendesk itself.
Zendesk settings change management
As we currently do not do syncs on Zendesk settings, you will have to make the changes in Zendesk itself.
Zendesk theme change management
Due to the nature of Zendesk themes, simply committing changes to the master branch will have no effect. As such, changes to the theme must be done via Zendesk Guide.
Zendesk webhook change management
As we currently do not do syncs on Zendesk webhoooks, you will have to make the changes in Zendesk itself.
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