Support Workflows

• GitLab Dedicated Handbook

Uncategorized (9)

• ChatOps Commands for GitLab.com

• Enabling feature flags for projects or groups on GitLab.com

• GitLab.com Overview

• GitLab.com custom limits

• Project Imports and Exports for Customers

• Real Time Blocklist Delisting

• Restoring Deleted Data Requests

• Sending Notices

• Servicing Internal Requests

AI (1)

• AI Workflow

Accounts (6)

• Account Ownership Verification

• Confirmation Emails

• Making Changes and Taking Actions on an Account

• Name Squatting Policy

• Remove Validation

• Use of Admin Notes

Legal (7)

• Account Deletion & Data Access Requests - Introduction

• Account Deletion & Data Access Requests - Workflows

• DMCA Removal Requests

• Log and audit requests

• Personal Data Removal Requests

• Processing Signed Data Processing Addendums (DPAs)

• Subpoenas, Court Orders and other requests for user information

Security (5)

• Abuse Report Review Request

• Investigate Blocked Pipeline

• Investigate Commits

• Locked & Blocked Accounts

• Working with Security

Triaging (1)

• Tracking Incidents

Troubleshooting (4)

• Custom domain verification on GitLab.com

• Diagnose Errors on GitLab.com

• Identifying the Cause of IP Blocks on GitLab.com

• Service Desk Troubleshooting

Uncategorized (16)

• Customer calls

• Handling fiscal residency document (COR) requests

• How to Get Help

• How to Handle Product Offering Migration Tickets

• How to Respond to Tickets

• Improving Documentation

• OOO Ticket Management

• Removing Sensitive Information

• Sales and Customer Success Escalations

• Support Uploader - Handling large files from Customers

• Working on High Priority All-Region Tickets

• Working on Tickets

• Working with Issues

• Working with Support Pods

• Working with US Federal tickets

• Zendesk Ticket Basics

Collaboration (1)

• Fieldnote Issues

Customer Info (3)

• Handling Sales Information Requests

• Looking up customer account details

• Looking up customer technical details

Triaging (2)

• Ensuring correct SLA and Zendesk views

• Triaging Tickets

Writing responses and handling feedback (4)

• Feedback and Complaints

• Handling Emotionally-Charged Tickets

• Satisfaction (SSAT) review and responding (for Managers)

• Ticketing Style Guide

• BrowserStack

• Cost optimization of Cloud Services

• Sentry

• Testing Environment

• Using Kibana

• Google Cloud Credit Troubleshooting

• Handling Licensing & Subscription Requests

• Handling Requests for More Premium Trial units of compute

• Licensing & Subscription Workflows

• Supporting GitLab Community Programs

• A Support Engineering Manager guide to account escalations

• CMOC Practice Events

• Converting a Support Emergency into an Account Escalation

• Emergency Exception Workflow

• How to Perform CMOC Duties

• How to Perform Customer Emergencies Duties

• How to be a Support Manager On-call

• Calendly Setup for Support

• Communication tips

• Community Forum Workflows

• How to do a WIR Podcast

• How to write workflows

• Scheduling Support Coverage for a Company-wide Event

• Support Assisted Customer Requests

• Support Team Knowledge Areas

• Working with Support Ops

Uncategorized (7)

• Debugging LDAP

• GitLab Performance Tool (GPT) Quick Start

• Jira with GitLab

• Mattermost

• Patching an instance

• Sidekiq support

• Troubleshooting GitLab Cloud Native chart deployments

Upgrade Assistance (1)

• Upgrade Assistance workflow

Uncategorized (3)

• Performance reviews

• Technical Interview Setup

• Working on a promotion

Meetings (1)

• Weekly Support Team Call

Uncategorized (1)

• SaaS, Self-Managed and Dedicated Troubleshooting tables

• Macros

• Marking tickets as spam in Zendesk

• Printing ticket thread without internal notes

• Setting ticket priority

• Unbabel Translation in Zendesk

• Zendesk Organizations Overview

• Zendesk Support Instances