Support Operations team is responsible for supporting the day-to-day operations and software systems used by GitLab’s global Technical Support team, primarily our Zendesk instance, and integrations with internal business processes and tools. The Support Operations Team is exclusively responsible for handling Zendesk Support and Explore related queries.
You can locate us in GitLab issues or via the
#support_operations
channel in slack.
To help the Technical Support Team spontaneously and make their day to day workflow simple and easier so the efficiency and result values of Technical Support Team increases.
To provide the “Best in Class” support to our support team specifically and GitLab to increase the overall value of GitLab as a team, organization and product.
Vision Target 2021- 2022:
| Name | Role | Slack Handle |
|---|---|---|
| Jason Colyer | Support Operations Manager | @jcolyer |
| Nabeel Bilgrami | Support Operations Specialist (Global Instance) | @nabeel.bilgrami |
| Dan Nolan | Support Operations Specialist (US Federal)} | @dnolan1 |
| Alyssa Villa | Support Operations Specialist (Global Instance) | @avilla4 |
This diagram explains how the general fixes are handled by the Support Operations team.
The Support Operations Team usually make the critical changes over weekends
and communicate them via Slack channel #support_team-chat
and SWIR (/handbook/support/#support-week-in-review).
For an overview of what issues/MRs involve Support Ops, please see our changelog page!
To help ensure the team doesn't get overwhelmed and has the ability to focus on specialization and learning, we divide out the responsibilties amongst our team. The current division of responsibilities is:
| Category | Area | Primary DRI | Secondary DRI |
|---|---|---|---|
| Audits | Zendesk Main Audits | @nabeel.bilgrami | @avilla4 |
| Zendesk US Federal Audits | @dnolan1 | @jcolyer | |
| Calendly Audits | @avilla4 | @dnolan1 | |
| Pagerduty Audits | @nabeel.bilgrami | @avilla4 | |
| Zendesk Main | ZD<>SFDC Sync | @jcolyer | @nabeel.bilgrami |
| Provsioning/Deprovisioning | @nabeel.bilgrami | @jcolyer | |
| Apps | @dnolan1 | @nabeel.bilgrami | |
| Agent Signatures | @nabeel.bilgrami | @avilla4 | |
| Automations | @nabeel.bilgrami | @avilla4 | |
| Emails | @nabeel.bilgrami | @avilla4 | |
| Extensions/Webhooks | @nabeel.bilgrami | @avilla4 | |
| Groups | @avilla4 | @nabeel.bilgrami | |
| Guide | @dnolan1 | @nabeel.bilgrami | |
| Macros | @avilla4 | @nabeel.bilgrami | |
| Organizations | @avilla4 | @nabeel.bilgrami | |
| Roles | @avilla4 | @nabeel.bilgrami | |
| SLAs | @jcolyer | @nabeel.bilgrami | |
| Schedules | @jcolyer | @nabeel.bilgrami | |
| Ticket Forms and Fields | @nabeel.bilgrami | @dnolan1 | |
| Triggers | @nabeel.bilgrami | @avilla4 | |
| Views | @avilla4 | @nabeel.bilgrami | |
| Settings | @nabeel.bilgrami | @avilla4 | |
| Procurement | @jcolyer | @nabeel.bilgrami | |
| Zendesk US Federal | ZD<>SFDC Sync | @jcolyer | @dnolan1 |
| Provsioning/Deprovisioning | @jcolyer | @dnolan1 | |
| Apps | @dnolan1 | @jcolyer | |
| Agent Signatures | @dnolan1 | @jcolyer | |
| Automations | @dnolan1 | @jcolyer | |
| Emails | @dnolan1 | @jcolyer | |
| Extensions/Webhooks | @dnolan1 | @jcolyer | |
| Groups | @dnolan1 | @jcolyer | |
| Guide | @dnolan1 | @jcolyer | |
| Macros | @dnolan1 | @jcolyer | |
| Organizations | @dnolan1 | @jcolyer | |
| Roles | @dnolan1 | @jcolyer | |
| SLAs | @jcolyer | @dnolan1 | |
| Schedules | @jcolyer | @dnolan1 | |
| Ticket Forms and Fields | @dnolan1 | @jcolyer | |
| Triggers | @dnolan1 | @jcolyer | |
| Views | @dnolan1 | @jcolyer | |
| Settings | @dnolan1 | @jcolyer | |
| Procurement | @jcolyer | @dnolan1 | |
| GitLab.com Projects | 1-1 Issue Generator | @nabeel.bilgrami | @dnolan1 |
| ADWR | @nabeel.bilgrami | @jcolyer | |
| Account Deletion Form | @dnolan1 | @nabeel.bilgrami | |
| Customer Ticket Generator | @avilla4 | @jcolyer | |
| Support Team Page | @nabeel.bilgrami | @dnolan1 | |
| Usage Ping Request | @dnolan1 | @nabeel.bilgrami | |
| Calendly | Management | @avilla4 | @dnolan1 |
| Procurement | @jcolyer | @nabeel.bilgrami | |
| Pagerduty | Management | @nabeel.bilgrami | @dnolan1 |
| Zapier | Management | @jcolyer | @nabeel.bilgrami |
| Status.io | Provsioning/Deprovisioning | @dnolan1 | @jcolyer |
| Access Requests | Support Onboarding | @jcolyer | @nabeel.bilgrami |
| Internal Licenses | @dnolan1 | @nabeel.bilgrami |
During the month of December, Support Operations enters a code freeze. During this period, Support Operations will not deploy any major changes to the various systems we manage (Zendesk, Calendly, etc.).
For reference, a "major" change would be anything impacting ticket routing or Support workflows. Some general examples would be:
This is done to promote stability, especially during a time many of us take time off for the holidays. We also use this time to review our setup and look for any unnoticed problems/errors/etc.
During this time, we will still do the following:
Currently, Support Operations is using a ratios for our hiring plan. The ratios used are:
There are plans to utilize the information at the Support Ops Metrics page in conjuction with the above ratios to refine this hiring plan in the future. The Support Ops Metrics page can be used to get a quick look at how we are currently doing and help determine future needs.
If we receive any problem in using Zendesk, can we contact Zendesk directly?
Please contact Support-Ops team first. Discuss the problem by asking a question in channel and tagging @support-ops. It is a high probability that we can help you resolve the problem at hand. In cases where we cannot and we do need to contact Zendesk support directly, it is best to have Support-Ops handle that.
What will happen if Zendesk is down globally?
Zendesk will only go down when the internet is globally effected because they use Pods for services. This ensures that if a region is facing downtime, Zendesk can quickly mitigate that while making sure services run smoothly. However, if you are still facing any problem accessing Zendesk, please contact the support-ops team. In the case that Zendesk is down globally, we have email support option available.
Is there any disaster recovery plan available?
Zendesk keeps the data in backup servers will all due diligence. This ensures that we can recover data when it is needed. These backups are utilized to restore Zendesk in the case it fails due to a problem on Zendesk's end.
Also, the support-ops team ensures all triggers, automations, views, macros, forms, fields, conditions, etc are documented to save the hassle of writing up everything from scratch.
Why do we allow users to open support tickets without being required to login to Zendesk via some authentication?
According to Lee Matos:
Circa 2016 we had open Zendesk where we were manually assigning users to manually created orgs.
There was a project that was being created called “middleware” that was going to act as the SSOT of known orgs. It did nothing to solve the customer mapping.
It was in scope creep mode so I explored the offical sfdc<->zd sync. We started with account sync. We were interested in user syncing but our data was a mess.
We ran into problems with org sync. Solved a bunch then some more.
We recreated sfdc sync for the Global Support instance and US Federal instance and are still just syncing orgs.
There is a push (rightfully so) to lock it down and improve our wall/first time unknown user flow. If someone can get that over the line I think that GitLab support engineering leadership has no good reason to keep it “open access” at the moment and we support changing it. (I'm speaking out of turn — I’m stating this as fact but it’s my opinion.)
