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Support Letter to Leadership - May 2022

Pasting what was in the previous Google Doc below:

Possible solutions:

Use Zendesk as ticketing system and improve sync between PayPal Salesforce
Sync keeps everything unified in SF to satisfy “unification view” for CSMs/TAMs/Sales
Uses each system for its best features to promote efficiency
Removes barriers for front end agents to improve efficiency and mental health


ZenDesk Pros
Easier merge process (3 clicks in 2 screens in ZD vs 12 clicks in 12 screens in SFDC)
Can send mass PCI email campaigns (quarterly event?) with templates (SFDC cannot mass send)
Can mass update tickets to update or solve out issues (SFDC requires individual case solves thus requiring more workers?)
Can block spam (SFDC cannot block without us requiring all senders to verify their email address)
Can see who is viewing what ticket in real time to avoid overlapping efforts of treeps (SFDC does not let you see who is in what ticket - have to rely on each person to claim tickets and the system updating the details in a timely manner)
Can update reason code/team, case assignee, send email in one click (SFDC requires separate click + wait to save info for each of 3 actions)
Accessibility friendly for people with sight concerns (based on personal anecdote of teammate having issues seeing everything in SFDC due to poor UI)




Info we do not agree with
CSMs + TAMs do not use Salesforce for comms with merchants. They work out of Outlook and it is on the respective person to manually log the case in SF. This goes against leadership’s stance of a unified view of everything going on with the merchant. 
Rollback is too complicated to go through with due to the 88 steps involved. We are pulling people from other teams to support fixing the migrations basic functionality. Rolling back would ensure we can use the already existing best functioning ticketing system. 


General points to make or include?
Salesforce does not even use Salesforce for ticketing. They know its best feature is CRM tool. 
Poor rollout and ticketing experience is resulting in poor mental health for treeps (slack screenshots)
The Technology team should not be making the decisions about what systems we use for each team. PayPal is still using Zendesk for other front facing teams. Why cant we be involved in voting for what ticketing system we want to use for 35 hours a week?
If Ben cares about earning the teams trust back then he will make sure we roll back to Zendesk
