US Federal Support has a number of engineers with verified US Citizenship that have between a 50-100% focus on addressing new and existing cases in the US Federal Support Portal. When a Support Engineer is working an on-call shift for the US Federal Zendesk Instance, that Engineer should monitor the instance during that shift. Those without a 50% or higher focus on US Federal but do have access to the instance are still encouraged to participate through pairing sessions, joining customer calls, and assisting with gaps in knowledge where possible.
Only our US Citizen Support Engineers have access to the US Federal Zendesk Instance. If you are a US Citizen and would like to get access and contribute you can open an Access Request for either a light agent or full agent(limited to Support/Security Team members).
Issues relating to tickets received in the US Federal Zendesk Instance may be discussed outside of the US Federal instance with a few key caveats. Identifying information that includes system names, organization names, customer names, specific infrastructure details (IP address, Hostnames, etc) and logfiles should be limited to internal tickets. Specifics about the technical problem's nature are fine to discuss in chat, issues, and elsewhere publicly but discretion should be used when communicating log snippets, screenshots, and other data to ensure no identifying information is disclosed. When in doubt, ask a manager or the customer's TAM if the information is acceptable to be communicated to non-US citizens.
For any assistance with log review or confidential information within a ticket it is recommended to directly reach out to other engineers with access to the federal instance within Zendesk using an internal comment to avoid accidental disclosure.
Federal tickets can be linked publicly, such as in an issue or merge request as the link itself does not reveal any information, just avoid naming the link with any identifiable information. For
[US Federal Internal Ticket](<ticket_link>).
When pairing over video chat, be sure you only pair with engineers that have access to the US Federal instance and avoid screensharing content from the US Federal Support Instance, logs, or other information that is required to be kept confidential.
Getting help with a US Federal ticket can be tricky since some information must be kept confidential. However, there are many times when a non-US Federal engineer may be the subject matter expert needed to help efficiently resolve a US Federal Support case. It is encouraged to ask questions in
#support_self-managed and other non-private slack channels provided the Communication Guidelines are followed. You may also consider cross-posting the request for help back to the private
#support_us-federal-chat channel to maximize the pool of engineers who may be able to assist. It should be kept in mind that although the
#support_us-federal-chat slack channel is a private channel the communication guidelines still apply as workspace admins and other users invited to the channel may not have been vetted for US Citizenship.
If you need a manager's help with a ticket, please keep in mind that only US Citizens have access to our US Federal Instance, which means that some of our managers cannot help you with tickets. If you are a US Citizen working in US Federal and your manager isn't, please feel free to reach out to a different manager if you are unable to address an issue without sharing confidential information.