For a general overview of the day to day processes, see the Support Operations Responsibility Checklist.
For GitLab specific processes, see GitLab Processes.
For Zendesk specific processes, see Zendesk Processes.
For information on Audit processes, see Audit PRocesses.
Our Zendesk instances uses many third-party applicationss outside of GitLab to help Agents in their day to day tasks. Sometimes, we face trouble specifically with an agent accessing the third-party applications or the application itself is malfunctioning. In such scenarios, Support Operations team need to contact the problematic application support as per below process:
It is important we track feedback and take action on it. To best ensure this, we review the Feedback Responses we receive.
Part of this is knowing what would be classified as "Good", "Bad", and "Needs
Improvement" type feedback. The scoring system used is built into the Google
Sheet. To determine if a followup feedback review issue is needed, check column
Support Ops Feedback Score, for the overall score. If you do not see a
score present, copy the following formula and paste it into the cell:
=SUM(IF(F2 >= 4, 1, IF(F2 <= 1, -1, 0)), IF(REGEXMATCH(D2, "Collaboration.Results.Transparency"), 1, 0), IF(C2 = "It was solved, and I feel this will dramatically improve my use of Zendesk", 1, IF(C2 = "It was solved, and I am confident in the solution", 1, IF(C2 = "It was closed as it became a stale issue", 1, 0))))
The above formula is based on our current focus, but this can change depending on what Support Ops aims to improve.
If the box is Yellow or Red, make a feedback review issue. As multiple feedback responses can occur for the same issue/MR, feel free to combine those into one issue.
Every month each member of Support Ops shadows Support Engineers as they work through tickets. We do this so we can be proactive in finding potential problems and work to resolve them. During these sessions, ask questions to better understand how Support is using Zendesk. Based on what you learn, make support ops issues to better improve the system for those
To schedule a shadowing session, ping the Support Managers for the region you are reviewing (we as a team should ensure we shadow ALL regions 3 times). They should be able to assist you in finding a Support Engineer with whom to pair for a 60-minute session.
Once you have scheduled the meeting, you should create an
in the Support Shadowing project (using the
Support Shadowing issue template).
After the shadowing, try to use what was discussed and witnessed in the session to determine potential improvements Support Ops can make for Support. If you do make an issue from this, please mention the shadowing issue in the improvement issue.
On every Tuesday at 2:30 PM UTC as iteration. We might reschedule it with new team members' schedules.
The purpose of this sync is to go over the Feedback Review issues we have made in the course of a month. The meeting is broken down into 2 parts:
Part 1 should be focused on making action plans based on the feedback to help us determine how we can improve.
Part 2 should be focused on reviewing how the actions plans went and if it resolved the problem.