Looking for technical support? Please visit the Support Page instead.
GitLab Support provides technical support to our Self-managed and GitLab.com customers for the GitLab product.
We are not internal IT Support, so we probably can't help you with your MacBook, 1Password or similar issues. (Check in with
#peopleops for who to contact regarding these problems.)
If you're a customer (or advocating for a customer), you should take a look at the dedicated Support Page that describes how to get in contact with us.
Fellow GitLab team-members can reach out for help from the Support Team in various ways:
#questionschannel in Slack, so that everyone can contribute to an answer. If you're not getting an answer, try cross-posting in the relevant support team channel.
The Support project hosts an issue tracker meant to improve our workflow by reporting any problems that may arise in our tools or processes. It's also meant to propose and discuss ideas in general.
The issue tracker is open to the community and part of the
gitlab-com group. It should not contain any sensitive information. Links to Zendesk or other references are encouraged.
The support channels are as follows:
In order to attract support team's attention in Slack, you can use the team handles, mentioning multiple team members in a message or a thread where support 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 has a support question, please direct them to open a ticket either through the Support Portal or via an email to firstname.lastname@example.org. The former is preferred. This ensures that, as a paid user, the customer is serviced by the team that is best equipped to assist them and holds us to the SLA appropriate for their subscription tier.
All internal requests to support should follow the guidelines set in the rest of this section. Please do not open requests directly through Zendesk (the Support Portal) or by sending an email to email@example.com.
According to our privacy policies, the support team will not provide any information regarding customers, groups, projects, etc, 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 ticket to the support team for assistance.
All GitLab staff 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 firstname.lastname@example.org - you'll receive an automated reply with the result of your request. NOTE: 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 login to Zendesk by following this link: https://gitlab.zendesk.com/agent.
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.
Dormant Name Requesttemplate.
#support_gitlab-com. A team member will mark you as "ham", which override the reCaptcha requirement.
For trial extensions open an issue using the
Trial Extension template.
To grant a Bronze or Silver trial open an issue using the
Plan Change Request template.
NOTE: It's not yet possible for users or GitLab employees to directly start a Bronze or Silver trial on a namespace. If one is needed, have the user initiate a Gold trial and then open an issue per the above link using the
Plan Change Requesttemplate to have the plan manually changed. Implementation of this feature is being discussed in this issue.
Plan Change Requesttemplate.
NOTE: The issue is most likely that their group still has an active trial which must be expired manually first. Open an issue using the above template to have that done. This should only be necessary until an active trial is expired automatically when a subscription is applied to a namespace. Keep an eye on this issue to track progress on the fix.
Plan Change Requesttemplate.
Dormant Name Requesttemplate.
NOTE: Using another's trademark in a way that has nothing to do with the product or service for which the trademark was granted is not a violation of trademark policy. User and group names are provided on a first-come, first-served basis and may not be reserved. We can ask nicely to free an active namespace, but we won't take anything away. Your prospects desired group name may not be freeable.
It's important to understand that Support targets a 95% SLA acheievement KPI. This means that some tickets breaching is expected. Our SLA is for a First Reply but we also internally track next reply.
#support-managers. Feel free to tag
@supportmanagers. When you do this, we ask that you go above and beyond to help. If something breached, it means we are probably stuck. Take a look at the ticket and try and call in a relevant department manager to help. Messages where you ask other groups for help will more likely get resolved sooner.
/chatops run oncall supportin
#support_self-managedto see who is on-call. This will not page the on-call person.
Pipeline Quota Reset Requesttemplate.
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 Requesttemplate
DMCA Meta Issuetemplate