All Support Workflows


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 Finance Requests

Account Access -

Change Plan & General Account Clarification -

Dormant Username -

Security, DMCA & Spam -

Tools Used by Request Type

Request Risk Factor Worksheet API Username Lookup Admin Customers Portal - Admin Mailgun
2FA X X X    
Password Reset   X X   X
Invoice Request       X  
Change Credit Card       X  
Cancel Trial       X  
Cancel + Refund       X  
Dormant Username   X X    
Blocked by Security          



This is a collection of SOPs used by the GitLab Support Engineering team.


  • 4General
  • 3GitHost
  • 1Integrated Products
  • 1LDAP
  • 4Shared Infrastructure
  • 17Support Workflows
  • 5Zendesk