Zendesk US Federal Users

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6. Zendesk US Federal Users

On this page

• Overview
• Groups
• Roles
  • GitLab Staff
  • Light agent
  • Support US Federal Staff
  • Support US Federal Staff w/ Explore
• User Fields
• User Settings
  • Customer Settings
  • Agent Settings

Overview

Zendesk users are the people within Zendesk.

Groups

• General
• Security
• Support
• Support Managers
• Support Operations

Roles

GitLab Staff

• Description: GitLab Staff are members of the GitLab team who have been granted full agent accounts to work on tickets.Their primary role is to solve tickets. They can edit tickets within their groups, view reports, and add or edit personal views and macros.
• Tickets
  • All tickets are accessible
  • Can edit ticket properties
  • Can merge tickets
  • Can edit ticket tags
  • Can make public and private comments
• People
  • Can add, edit, and delete all end users
  • Can view user profile lists
• Agent workflow
  • Can add and edit personal views
  • Can add and edit personal macros
  • Can contribute to side conversations
• Analytics
  • Can view reports

Light agent

• Description: Can view and add private comments to tickets
• Tickets
  • All tickets are accessible
  • Can make private comments only
• People
  • Read only access to end-user profiles
  • Can view user profile lists
• Agent workflow
  • Can see views only
  • Can only apply macros
  • Can contribute to side conversations
• Analytics
  • Can view reports

Support US Federal Staff

• Description: Support Staff are members of the GitLab Support Team who have completed Support onboarding.Their primary role is to solve tickets. They can edit tickets within their groups, view reports, and add or edit personal views and macros. They can also delete tickets, edit ticket tags and edit or create groups and organisations.
• Tickets
  • All tickets are accessible
  • Can edit ticket properties
  • Can delete tickets
  • Can view deleted tickets
  • Can merge tickets
  • Can edit ticket tags
  • Can make public and private comments
• People
  • Can add, edit, and delete all end users
  • Can view user profile lists
• Agent workflow
  • Can add and edit personal views
  • Can add and edit personal macros
  • Can contribute to side conversations
• Analytics
  • Can view reports

Support US Federal Staff w/ Explore

• Description: Support Staff are members of the GitLab Support Team who have completed Support onboarding.Their primary role is to solve tickets. They can edit tickets within their groups, view reports, and add or edit personal views and macros. They can also delete tickets, edit ticket tags and edit or create groups and organisations.
• Tickets
  • All tickets are accessible
  • Can edit ticket properties
  • Can delete tickets
  • Can view deleted tickets
  • Can merge tickets
  • Can edit ticket tags
  • Can make public and private comments
• People
  • Can add, edit, and delete all end users
  • Can view user profile lists
• Agent workflow
  • Can add and edit personal views
  • Can add and edit personal macros
  • Can contribute to side conversations
• Analytics
  • Can create reports

User Fields

• GitLab Username
  • Type: Text
  • Field Key: gitlab_username
  • Description: Agent's GitLab Username (not including @)
• GitLab User ID
  • Type: Number
  • Field Key: gitlab_user_id

User Settings

Customer Settings

• Settings
  • Anybody can submit tickets
    • Enabled
    • Require CAPTCHA
    • User registration message:

      Please fill out this form, and we'll send you a welcome email to verify your email address and log you in.

  • Account emails
    • User welcome email text

      Welcome to GitLab Federal Support. Please click the link below to create a password and sign-in.

    • Email verification email text

      We need to verify that you are the owner of this email address. Please follow the link below to verify.

  • Allow users to view and edit their profile data
    • Enabled
  • Allow users to change their password
    • Enabled
  • Tags on users and organizations
    • Enabled
• Satisfaction
  • Satisfaction ratings
    • Allow customers to rate tickets
  • Configuration Options
    • Ask a follow-up question after a bad rating
    • Reasons in use
      • The issue was not resolved
      • GitLab doesn't meet my needs
      • The answer wasn't delivered in a timely manner
      • The answer wasn't helpful
    • Reasons not in use
      • The issue took too long to resolve
      • The agent's knowledge was unsatisfactory
      • The agent's attitude is unsatisfactory

Agent Settings

• Signature: {{agent.signature}}