We know finding information for issues can be tough as a new support team member given the amount of information available. For this reason, we've created a list of common support requests as a navigation guide. This reference includes links to existing reference material, "live" ticket examples and special handling notes.
Below these references, you'll find detailed workflows for specific scenarios you might encounter. If there's ever a conflict between what is documented in the quick reference or what was done in a historical ticket and a workflow, the workflow is authoritative (and you should consider submitting an MR to bring things into line!)
General::Accounts Receivableto move this into their queue.
General::Upgrades and Renewals.
On-Holdand new ticket (to usename owner) to
|Request||Risk Factor Worksheet||API Username Lookup||GitLab.com Admin||Customers Portal - Admin||Mailgun|
|Change Credit Card||X|
|Cancel + Refund||X|
|Blocked by Security|