Escalated to sales
box and set the ticket status to Open
.Pending
.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.
Please note that according to the new "Working with Sales workflow" (https://about.gitlab.com/handbook/support/license-and-renewals/workflows/working_with_sales.html) we expect a reply from you on this chatter within 24 hours (excluding weekend, Family and Friends Day & global holidays) stating when/if you will contact the customer.
#support_to_sales_escalation
and always as a courtesy), link them the Chatter message and ask them to
respond there.Account Owner
field to determine who is responsible for the account. If that is incorrect,
escalate it immediately (see point 3(i)
).Account Owner
is unable/unwilling to assist
Account Owner
is not a person
Following the new "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 new "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 new "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.
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.
ALTERNATIVE PAYMENT METHOD: a customer wishes to pay via method other than credit card
Workflow:
PURCHASE ORDER / QUOTE: a customer wants to pay and has a PO or requires a paper quote or invoice
Workflow:
RESELLER: a reseller or reseller customer wants to make changes to their subscription or follow up on an order
Workflow:
DISCOUNT REQUEST: a customer is seeking a discount and their subscription is above the Starter/Bronze tier
Workflow:
PRODUCT TRANSFER - 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.