The purpose of this page is to direct GitLab team members outside of Support on what GitLab Support does, how to get in contact with us, and where to direct common requests that require our involvement. Are you a customer looking for technical support? If so, please visit the Support Page instead.
GitLab Support provides technical support GitLab.com and Self-Managed GitLab customers. We do not provide support for GitLab team members who are experiencing IT (1Password, Slack, Mac, etc.) issues. If you require assistance with issues of that nature, please contact Team Member Enablement.
For general questions regarding GitLab ("Can GitLab do x?", "How do I do y with GitLab?") please ask in #questions, or if you think you've encountered a bug or something isn't behaving right while using GitLab try asking in #is-this-known. Doing so ensures that everyone can contribute to an answer. If you're not getting one and believe that Support is the best team to ask, try cross-posting your question in the relevant GitLab Support channel.
However, keep in mind that those channels are specifically for questions about the various GitLab Support teams, not for questions about GitLab, the product. If you're working with a customer that requires technical support, please advise them to contact GitLab Support.
If you'd like to ask a longer term or larger scope question, propose an idea to GitLab Support, discuss something with us, or suggest an improvement or change to any of our workflows, please visit the issue tracker of the Support Team Meta project and create an issue there. Please keep in mind that it is open to the community and as such should not contain any sensitive information, so links to Zendesk or other references are encouraged.
The following channels are where GitLab Support can be found on Slack and are the best places to reach us, depending on what you need.
In order to attract GitLab Support's attention on Slack, you can use the team handles, mentioning multiple team members in a message or a thread where our urgent attention is needed. Support team handles are:
@support-selfmanaged- Self-managed support team members.
@support-dotcom- GitLab.com support team members.
@supportmanagers- Support director and managers.
If your customer contacts you requiring technical support, there are two good options available to you:
(Recommended) In most cases, please direct them to open a ticket through the Support Portal. It is Support's primary function to provide technical support for our customers, and as paid users, they are entitled to access to us. This option is recommended as the customer is best positioned to describe their own issue and needs. Ensure that the customer understands that it will almost always be the fastest path to response to reach out to support directly, cc'ing in their technical account manager, as the support team operates within a 24/7 model, unlike any other team at GitLab.
In sensitive cases in which asking a customer to open a ticket would aggravate a situation, you can open a support ticket. Please ensure first that you aren't logged into Zendesk with a light agent account. If you are, a straightforward workaround is to use a private/incognito window in your browser-of-choice to submit the ticket. When submitting the ticket, in the "Your email address" field, enter your customer's email address.
If you'd like to be CC'd on the ticket, please make sure you request it on the ticket body.
GitLab.com users that have account or login issues should open a new ticket. They should select "GitLab.com (SaaS) User Accounts and Login Issues" as the reason for the request.
According to our privacy policies, Support will not provide any information regarding customers, groups, projects, etc, to you that are not available publicly. This includes situations where a customer is requesting information about their own projects, groups, etc. If they are unable to authenticate, we cannot assume they are who they say they are. If they are locked out, please have them submit a support ticket.
All GitLab Team Members can request a 'Light Agent' account so that you can see customer tickets in Zendesk and leave notes for the Support team. These accounts are free.
To request a Light Agent Zendesk account, please send an email to
email@example.com - you'll receive an automated reply with the result of your request. You must send your request from your GitLab Google / Gmail account. No other addresses will work. The Subject and Body fields of the email can be empty. Once set up, you'll need to wait 24 hours for your account to be assigned Zendesk in Okta. Once Zendesk is assigned, you should be able to log in. If you don't get your account assigned within this period, please reach out to #support-operations in Slack. In most cases, people who don't get access within the 24 hours already had an end-user account which prevents the automation from working as expected.
You cannot send public replies to customers with a Light Agent account - if you need to do this, please submit a new Access Request issue for a paid full agent account. If needed, you can read more information on Light Agent accounts from Zendesk.
|Request||What To Do|
|Schedule Upgrade Assistance Call||Global organizations: Open a case in the global support portal.
Public Sector organizations: Open a case in the U.S. Federal support portal
|Who is on-call for Self-Managed Support?||Run
|Who is on-call for GitLab.com CMOC?||Run
|Contact a GitLab.com User||Open an issue using the
|Excessive reCaptcha on GitLab.com||While it's happening, post in #support_gitlab-com and link to the issue/MR in question to be added to the allowlist.|
|Report complaints about support that you received from a client or prospect||Open an issue using the
|Request||What To Do|
|Claim Inactive GitLab.com Namespace||Open an issue using the
NOTE: Support will not start a trial. If one is needed, have the user initiate a normal trial first.
|Request||What To Do|
|Extend GitLab.com Trial||Open an issue using the
|Extend Self-Managed Trial||Open an issue using the
|Change GitLab.com Trial to a different plan type||Open an issue using the
|Activate Shared Runners for a Trial||Open an issue using the
Grace period extensions are also treated similarly to trial extensions for self-managed. For GitLab.com, the customer should start a trial once their subscription has expired. To request these for either self-managed or GitLab.com, create a trial extension issue and update the title accordingly to indicate that it is an existing customer.
Please consider the following:
|Request||What To Do|
|Assistance with SaaS Subscription Issue:
- For GitLab.com, or converting from Self-managed to SaaS.
- Includes problems with: true-ups, subscription mismatches, can't apply subscription to group/namespace.
|Open an issue using the
|Assistance with License Issue:
- For GitLab Self-managed, or converting from SaaS to Self-managed.
- Includes problems with: did not receive license, multi-year licenses, account ownership.
|Global organizations: Open an issue using the
Public Sector organizations: For confidential license issues, GitLab team members can open a case with US Federal Support.
Note: This form is not publicly listed and is for internal GitLab team member use only.
|Send/Resend EULA||Open an issue using the
|GitLab.com Billable Members List||Until #27074 or #35454 is implemented, open an issue using the
|Request for a license as a GitLab Team Member||Open an Access Request using the
|Request a license for a HackerOne reporter||Open an issue using the
As Product has implemented the minimal viable versions of #27074 and #35454, Support is beginning to deprecate this process. You can also see epic 4547 for improvements that product is working on and their progress.
Here are some options to get basic seat count information:
/chatops run namespace find group-path
Note: The public facing version of this information is on the Licensing and subscription FAQ page.
Customers can get their subscription information and a list of users using a seat on their group's Billing page (under the group Settings) .
If none of those options work and a report detailing which users are a part of the group is required, the request MUST be made directly by the customer through the Support Portal.
The Support Engineer working the ticket will:
If none of these above are options for your case, open a billable members internal request issue with the
Billable members template.
Note: Support will only provide you with a screenshot of the billing page's subscription info. This includes:
Please see the dedicated Support Escalations page.
At times, you may need to reach out to one or more users about GitLab SaaS. Some examples might be:
|Request||What to do|
|I need to reach out to a single user||Use the information at Contacting a User. This will guide you on how to make the request.|
|I need to reach out to many users||Fill out the customer ticket generator form. This will create a structured issue that Support Ops will use to bulk create the requested tickets.|
Please note: This is not for marketing or sales related contact. This channel is only for communication with users regarding important items that might affect their usage of GitLab SaaS.
By default, trial licenses do not include support.
If you've been contacted by a prospect whose evaluation of GitLab includes evaluating support expertise or SLA performance, as a member of the Sales team you can grant temporary support for their trial license. Please note this is only available for 60 days maximum. After that point, the account will be downgraded back to the standard levels for a trial/prospect.
You can do this via Salesforce in a few simple steps:
Manual Support Upgradeand add a check mark.
Sales assisted trialas their subscription level from the relevant dropdown menu.
Manual Support Upgradewill mean your prospect's tickets automatically get the correct SLA.
Manual Support Upgradefield when the trial ends..
Manual Support Upgrades. This page will be updated when that work is completed.
The customer has more than likely run into an issue during the purchase process, or is unaware how to apply their subscription to their group. The following documentation outlines how to subscribe to GitLab.com, link their GitLab.com account to CustomersDot, and apply that subscription to their group.
In some cases, certain organizations want all members of their organization to be able to see all of the support tickets that have been logged. In other cases, a particular user from the account would like to be able to see and respond to all tickets from their organization. If you'd like to enable this, please:
Shared organization requestsin the
Note: If a customer submits a shared organization request using a different Support form, simply change the form to
Support Ops and select
Shared organization requests in the
Problem type field. Support Ops will then review the ticket and ask any followup questions if necessary.
To view the group's number of billable members, a member of the group with
Owner permissions may visit the Settings -> Billing section of it to see a breakdown. The number of billable members is the amount listed under
Seats currently in use and this is the amount that will come up whenever they link their group to a paid subscription. Billable members consist of every user who is added to a group, subgroup, or project within a paid namespace with the only exception being Guest users within a namespace on certain subscription levels.
We have a billable members API endpoint that will produce a list of all the billable members for the group. This must be run with your own PAT.
All the billable members are also currently displayed on the group billing page in an unsorted list. This is a first iteration; if interested, you can view the epic to see the planned work. If you have any feedback on the billable members list or want to request functionality or UI changes that are not planned in the epic, please feel free to leave a comment on the epic.
Zendesk has the ability to store Organization and User notes. Using Zendesk triggers, we put these into each ticket submitted by that organization or user. If there is important information you wish to have included in tickets for an organization or user, please create an issue under the support-ops-project using the Add Zendesk Organization Notes or Tags Request template. Please be sure to indicate whether the information is only valid for a specific period of time so that we may include that fact in the notes.
Examples of some notes you might want added: