Goal: To understand how to handle Zoom notifications
Audience: Any agents doing triage
The notifications typically are for a variety of reasons such as:
- Someone joining a meeting. This is generated when someone joins the meeting prior to the host. It can happen days in advance if an admin tests a zoom link. Or it can happen day of once the meeting has been activated (e.g. 30 minutes before). It can also happen when a tech host joins the meeting and clicks on the link to join and then types in the grab host role.
- An audio recording being ready. These are regularly generated for meetings recorded in the cloud. It is a notification that the audio portion of the recording is ready.
- A transcript being finished. Similar notification when transcript is done.
- A Zoom recording being done. Similar when video recording is done.
The notification will look like this, but only with the slightly different content. The following is an example of the first type, but each of the above options will look similar.
OCCURRENCE: Pretty regular since a lot of Zoom meetings take place.
OBSERVATION: Look to see if this is a normal Zoom notification based on one of the above typical scenarios.
ACTION: If a standard notification, you can delete the ticket. If it is different, then escalate the ticket to Tier 3.
SOURCE: Any site using Zoom