tier one applications of lead to fulfillment
EntApp Ecosystem: in groups gitlab-com, gitlab-org; gitlab-services; gitlab-data; used for anything related to the enterprise application ecosystem integration and data flow
EntApp Integration Work: in groups gitlab-com, gitlab-org; used for flagging work that is specific to the enterprise application integrations
System Integrity: in group gitlab-org; used specifically to flag work on the integration between the CustomersDot and Zuora or Salesforce
System Integrity: in group gitlab-org; used by the Fulfillment System Integrity team to flag work to improve the system reliability and integrations
Affects Salesforce: in group gitlab-org; used by the Growth team to flag any work that could affect data in Salesforce and indicates that the Sales Systems team should review the code
EntApp Gap: in groups gitlab-com, gitlab-org; used to flag gaps in automation of integrations in the Enterprise Application Ecosystem
The CustomersDot intersects with Support, Billing, Sales, and Product primarily. Tickets come into the L&R queue in Zendesk generally three ways, generally prioritized as low:
by emailing email@example.com
by opening a support ticket and selecting
Help with my license
by filling out the form on the Renewals page The L&R Queue is a separate queue of Zendesk tickets that fall outside of the scope of customer product support; it's handled by Support by triaging the issue and rerouting the tickets to the appropriate team.
Passing to Sales: Pass tickets relating to IACV to Sales via cc to Sales in reply to ticket which sends an email to both customer and account owner. If an account is associated with the ticket, there's a ticket object in SFDC. It's then Sales's responsibility to continue the customer interaction and the BSS closes the Zendesk ticket.
Passing to Sales: If a ticket comes in and Support is unable to determine the account owner or the inquiry is related to new business, they reach out to the SFDC chatter group
ZD-newbusiness where the SDR Regional leads for EMEA, APAC and AMER/LATAM provide an answer.
Then Support cc's that person on the ticket and closes in Zendesk.
- Regional Leads for SDRs:
- AMER/LATAM - Mona Elliot
- APAC - Jay Thomas-Burrows
- EMEA - Elsje Smart
Passing to Billing: The mechanism to pass tickets to the Billing team is to open the ticket, then change the field
form from the value
Upgrades, Renewals & AR (refunds) to
This puts the ticket into the Billing Team's queue which they then manage.
Directly Responsible Individual James Harrison
Directly Responsible Individual Amanda Rueda
Directly Responsible Individuals Donique Smit and Shaun McCann
Directly Responsible Individuals Christopher Nelson
Directly Responsible Individual Daniel Parker
Directly Responsible Individual Alex Westbrook, Mark Quitevis
Directly Responsible Individual Jack Brennan
|Growth Group||Request Type|
|Expansion||How do I?, upgrades|
|Fulfillment||purchasing issues/requests, CustomersDot usage, subscription management|
|Retention||renewal, getting started, license, user management|