Escalated to sales
box and set the ticket status to Open
.Pending
.NB: A Zendesk trigger will prevent a ticket from being set to Pending
when an agent made an internal note instead of a public comment. It will set the ticket back to Open
when that happens. So if you check the Escalated to sales
box and set the ticket status to Pending
, it will be reverted to status Open
. Saving a second time as Pending
will also work.
Account Owner
on Chatter with the relevant details#support_to_sales_escalation
and always as a courtesy), link them the Chatter message and ask them to
respond there.NB: Support should be able to rely on the Salesforce Account Owner
field to determine who is responsible for the account. If that is incorrect, escalate it immediately.
Account Owner
is incorrect or unable/unwilling to assistAccount Owner
is POOLED USER [ DO NOT CHATTER ]
Account Owner
is not a person and is not POOLED USER [ DO NOT CHATTER ]
Following the "Working with Sales workflow" (https://about.gitlab.com/handbook/support/license-and-renewals/workflows/working_with_sales.html) I'm escalating this, as we haven't heard from <account owner> within the agreed upon time.
#support_to_sales_escalation
in addition to a Chatter comment.
Following the "Working with Sales workflow" (https://about.gitlab.com/handbook/support/license-and-renewals/workflows/working_with_sales.html) I'm escalating this, as we haven't heard from <account owner> nor <account owner's manager> within the agreed upon time.
Following the "Working with Sales workflow" I'm escalating support ticket https://gitlab.zendesk.com/agent/tickets/<ticket number> as we haven't heard from <account owner> nor <account owner's manager> within the agreed upon time.
Pending
.(Pro tip: create a personal ticket view where "Escalated to Sales" = checked, to pull these out into their own queue)
Please see specific workflows below:
Pass to Sales:
DO NOT pass to Sales:
NB, Sales does not simply waive trueups, there is an approval process for exceptional cases. Please don't set the expectation that any fees will be waived. When in doubt, ask in Slack for a second opinion.
In situations involving True-Up waiver requests, L&R Support can:
L&R Support cannot:
Many of the following workflows advise you to Chatter Sales
. How to do this
is described in the expired license
process.
The following workflows use the Pass to Sales Zendesk macro unless otherwise stated.
A customer wishes to pay via method other than credit card
Workflow:
A customer wants to pay and has a PO or requires a paper quote or invoice
Workflow:
A reseller or reseller customer wants to make changes to their subscription or follow up on an order
Workflow:
A customer is seeking a discount and their subscription is above the Starter/Bronze tier
Workflow:
A customer wishes to transfer from SaaS to Self-managed or vice versa
Workflow:
DOWNGRADE PLAN - a customer wishes to downgrade from their current tier to a different tier (same product)
Workflow: Ask in Slack for advice on the best solution for the situation you are dealing with.
SaaS - DOWNGRADE PLAN TO FREE
Follow the workflow in the Downgrading to a free plan
section of the Handling trials, extensions, and plan changes on GitLab.com page.