Zendesk Global audits are to be completed every 6 months:
This is a more complex audit, requiring a lot of checking and following up. To
start, you will want to run the
zendesk audit script
(see below for help with running the script). It will
take a considerable amount of time, but the script reduces a large portion of
the manual work required for the process. Once the script completes, it will
output a large amount of information. This should be copied and pasted into the
## Notes section of the issue you created via the
Zendesk issue template.
From there, you need to go through the items reported and ping the person in the issue to ask for the item to be fixed (or clarify if this is intentional). This can take time, so wait about 72 hours after pinging someone before following back up. If the person has not replied concerning the topic by that time, ping that person's manager (as well as the Support Operations Manager).
After that, you need to review the API tokens currently in use. The zendesk audit script will output the basic details of what to put into the issue, but you will need to fill it out and seek out the maintainer/requester of the API token to enter the justification/use case. This can take time, so wait about 72 hours after pinging someone before following back up. If the person has not replied concerning the topic by that time, ping that person's manager (as well as the Support Operations Manager).
Once all the items have been addressed, you will then ping a Support Operations Manager to review the audit. They will then close out the issue.
The requirements to run the script are:
To run the script, you will want to do the following commands:
git clone email@example.com:gitlab-com/support/support-ops/audits.git cd audits gem install bundler bundle install ./bin/zendesk_audit
NOTE: This uses environment variables to run. As such, you'd want to set the following environment variables:
ZD_USERNAME- The Zendesk Username (ex:
ZD_TOKEN- The Zendesk API token to use
GL_TOKEN- The GitLab.com access token to use
As the script output is quite large, you might want to have it output to a file so you don't lose the data due to scrollback. This can be done by doing the following:
./bin/zendesk_audit > audit_output.txt
As it goes through the full agents (ie those who are more than Light Agents), it checks the following: