How to Process Customer Metabase Password Reset Requests

Metabase Password Reset Request Process

This article explains how Support agents should handle customer requests for Metabase password resets by creating an IT-CloudOps ticket through Zendesk Side Conversations.

Overview

When a customer requests a Metabase password reset, Support must create an IT-CloudOps ticket through Zendesk Side Conversations. This ensures requests are tracked, assigned correctly, and completed by the appropriate team.

Important Note

All Metabase password reset requests must be routed through IT-CloudOps. Do not request password resets directly from individual team members.

Prerequisites

Before you begin, ensure you have the following:

• Access to the customer's Zendesk ticket.
• Permission to create Zendesk Side Conversation tickets.
• The customer's Metabase account email address.

Step-by-Step Instructions

Follow these steps to complete the process or resolve the issue:

1. Open the customer ticket: Open the Zendesk ticket requesting a Metabase password reset.
2. Create a Side Conversation: Click Side Conversations, then click the + icon and select Ticket.
3. Select IT-CloudOps: Choose IT-CloudOps and use the subject line Metabase Password Reset Request.
4. Submit the request: Use the template below and replace the email address with the customer's email.
   
   Hello Team, Please reset the Metabase password for the following user: <Customer Email Address> Once the password has been reset, please notify us so that we can communicate the update to the customer. Thank you.
5. Assign the ticket: Open the newly created IT-CloudOps ticket and assign it to Ashish Shelar.
6. Notify the customer: After confirmation of the password reset, update and inform the customer.

Troubleshooting & Common Issues

If you encounter issues while following the steps above, refer to this table for quick solutions.

Symptom / Error Message	Root Cause	How to Fix It
IT-CloudOps ticket not created	Incorrect Side Conversation option selected.	Ensure the Ticket option is selected when creating the Side Conversation.
Password reset delayed	Ticket not assigned to the correct resource.	Assign the ticket to Ashish Shelar and monitor for updates.

Guidelines & Best Practices

To ensure optimal performance and avoid future issues, keep the following guidelines in mind:

What to Avoid

• ×Do not request password resets directly from individual team members.
• ×Do not submit requests without verifying the customer's email address.
• ×Do not close the customer ticket before reset confirmation is received.

Best Practices

• ✓Verify the customer's Metabase email address before creating the request.
• ✓Use the standard subject: Metabase Password Reset Request.
• ✓Track the Side Conversation until completion and notify the customer promptly.

Frequently Asked Questions (FAQs)

Q: Who performs the password reset?

A: The IT-CloudOps team performs all Metabase password resets.

Q: Who should the IT-CloudOps ticket be assigned to?

A: Assign the ticket to Ashish Shelar for processing.

References & Related Tickets

For internal team use: Reference past Jira or Zendesk tickets related to this article.

• Zendesk Ticket-156795 Reference ticket used to document the Metabase password reset workflow.
• PROCESS Zendesk Side Conversation process for password reset requests.