Project setup

The exact methods to setup a project managed by Support Readiness highly depend on a number of factors. These factors will determine exactly how on will setup the project in question. To determine which method to use, follow the below questions and subsequent information.

NOTE If you are looking to make a contact management project, you are on the wrong page! Go here instead.

Is this in any way related to our Zendesk instances?

If what you are working with is going to be managing anything within our Zendesk instances (such as macros, triggers, SLA, etc.), this is the section you want to use.

NOTE This does include processors that run solely off data sent from Zendesk to the processor itself. An example of this situation would be a “ticket processor”.

Is this related to Zendesk Global?

If what you are working with is going to be managing anything within our Zendesk Global instance (such as macros, triggers, SLA, etc.), this is the section you want to use.

To determine how to setup the project, the final question you need to ask yourself is “Does this enable support contributions?”

• If it does enable support contributions, refer to Zendesk Global with contributions
• If it does not enable support contributions, refer to Zendesk Global without contributions

Is this related to Zendesk US Government?

To determine how to setup the project, the final question you need to ask yourself is “Does this enable support contributions?”

• If it does enable support contributions, refer to Zendesk US Government with contributions
• If it does not enable support contributions, refer to Zendesk US Government without contributions

Is this a processor?

If what you are working with is going to be acting as a processor (i.e. it takes submissions via a form and processes those), this is the section you want to use.

To determine how to setup the project, the final question you need to ask yourself is “Can all of Support Readiness manage this?”

• If all of Support Readiness can manage it, refer to Processor (everyone)
• If only US citizens can manage it, refer to Processor (US only)

Is this a form?

If what you are working with is going to be acting as a form, this is the section you want to use.

To determine how to setup the project, the final question you need to ask yourself is “Who is the form open to?”

• If it is open to the public (i.e. anyone can file submissions), refer to Form (public)
• If it is only for internal use only (i.e. only GitLab team members can file submissions), refer to Form (internal)

Does this solely interact with Slack?

If what you are doing has the primary purpose of interacting with Slack, this is the section you want to use.

To determine how to setup the project, the final question you need to ask yourself is “Can all of Support Readiness manage this?”

• If all of Support Readiness can manage it, refer to Slack (everyone)
• If only US citizens can manage it, refer to Slack (US only)

Is the project solely an issue tracker?

If what you are doing has the primary purpose of acting as an issue tracker, this is the section you want to use.

Refer to Issue trackers.

Does nothing on this page fit your situation?

If nothing above has matched, refer to Everything else

I like mermaid charts instead

No worries, we got you covered:

graph LR;
A-->|Zendesk| B
B-->|Global| C
B-->|US Government| F
C-->|Yes| D
C-->|No| E
F-->|Yes| G
F-->|No| H
A-->|Processor| I
I-->|Everyone| J
I-->|US only| K
A-->|Form| L
L-->|Everyone| M
L-->|Internal| N
A-->|Slackbot| O
O-->|Everyone| P
O-->|Internal| Q
A-->|Issue tracker| R
A-->|Anything else| S
A{What does this involve?}
B{Which Zendesk instance?}
C{Does this enable<br />support contributions?}
D[<a href='./zendesk_global_with'>Zendesk Global with contributions</a>]
E[<a href='./zendesk_global_without'>Zendesk Global without contributions</a>]
F{Does this enable<br />support contributions?}
G[<a href='./zendesk_usgov_with'>Zendesk US Government with contributions</a>]
H[<a href='./zendesk_usgov_without'>Zendesk US Government without contributions</a>]
I{Who can manage it?}
J[<a href='./processor_all'>Processor everyone</a>]
K[<a href='./processor_us_only'>Processor US only</a>]
L{Who can submit it?}
M[<a href='./form_all'>Form public</a>]
N[<a href='./form_private'>Form internal</a>]
O{Who can manage it?}
P[<a href='./slack_all'>Slack everyone</a>]
Q[<a href='./slack_us_only'>Slack US only</a>]
R[<a href='./issue_trackers'>Issue trackers</a>]
S[<a href='./everything_else'>Everything else</a>]

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