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Last updated: 2023-05-23
Provide GitLab's internal teams with the tools they need to serve customers efficiently and in a way that minimises repeat issues.
The Admin Tooling category is designed to provide internal teams with the tools and automation they need to support our customers. Within this category we aim to develop tools that are intuitive, easy to use and streamline internal team workflows.
The key responsibilities span over:
When our teams do not have the right tools to solve customer problems, it leads to massive inefficiencies and, in some scenarios, problems such as customers temporarily losing access to critical paid plan functionality.
Inefficiencies can occur in the following ways:
Our audience are GitLab internal team members, with a focus on team members that help support our commercial operations. In particular:
We work in collaboration with the Support Operations and Field Operations teams to achieve internal team efficiency goals.
Our internal teams don't always have the visibility they need to serve a customer quickly. The longer it takes to find information, troubleshoot and then resolve an issue, the more likely it is that the customer will be dissatisfied. Our internal systems should give our teams access to all the relevant information they need (preferably in one place) to resolve issues or complete a request.
Where there are long-standing bugs or missing customer-facing features, the support team has created the Mechanizer tool as a temporary workaround to provide the functionality needed to troubleshoot and resolve customer issues and tasks. As Mechanizer is not built or maintained by a GitLab engineering team and leads to data integrity issues, it is important that this tool is deprecated in favour of intuitive tools and automation that can provide the required functionality.
Projects to tackle this challenge:
For the L&R Support team, we want to increase efficiency by focusing on:
For the Sales team, we want to increase efficiency by focusing on:
How we will tackle this:
Over the next 12 months, the Admin Tooling team has the following primary objectives:
For a list of upcoming and ongoing projects for the Fulfillment Admin Tooling category, see our GitLab epic roadmap.
Our performance indicator dashboard gives us visibility into data relating to tickets.
Further, we utilize the Support Priority Epic and Issue board to gather priotization input from our Support stakeholders.
For more details into future oportunities of other categories within the Fulfillment Platform group, please refer to the sections in the dedicated category pages: