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Enterprise Small Business Continuous Integration (CI/CD) Source Code Management (SCM) Out-of-the-box Pipelines (Auto DevOps) Security (DevSecOps) Agile Development Value Stream Management GitOpsGitLab Professional Services
Accelerate your software lifecycle with help from GitLab experts
Popular GitLab use cases
Enterprise Small Business Continuous Integration (CI/CD) Source Code Management (SCM) Out-of-the-box Pipelines (Auto DevOps) Security (DevSecOps) Agile Development Value Stream Management GitOpsTickets often come in without an associated organization, which means that no SLA is applied.
Potential reasons this might occur:
This workflow applies if ZD is prompting you to create an organization.
Note: Please do not manually create organizations. This can break the ZD<>SFDC integration and cause users to receive incorrect SLAs. If you notice an organization needs to be created, please notify support-ops to rectify this.
See also the
Tickets can be created by different types of users. Check whether a requester matches a type in the following order:
Ultimate
based on their trial plan, but Trial users do not get support as mentioned on the Free trial page.If a requester has identified themselves as a paid customer, you can tie the ZenDesk organization to the user if the user meets one of the following:
GitLab User Lookup
app in the Zendesk sidebar to check the user's membership details.#account-management
slack channel,
to add the user under the contacts for that Salesforce Account.
While that's happening, please let the customer know you are reaching out to their TAM/AM to get them properly associated with the organization.Look up resource: You can use the customer account look up workflow to find the relevant subscription and organization name.
If the user has not met the above criteria:
Support::Self-Managed::Locating GitLab subscription
).The user is a prospect:
When sales has marked a prospect organization
with Manual Support Upgrade
:
priority_prospect
tag.Note: Further tags need to be manually added to show in a single view.
For all other prospects:
prospect
tag.Note: It will be moved to the Free/Self-Provisioned Trial Support
view without SLA,
so you should also respond with the appropriate Free User
macro.
In SFDC, you may notice an organization has the Type set to Prospect
but associated with a non Expired support level,
and the account in the CustomersDot shows that the org has a valid self-managed license or a GitLab.com subscription.
In this case, you may need to update the org in SFDC:
Subscriptions
section in SFDC contains information about a valid subscription.Prospect
type, change it to Customer
and click Save
.@Sales-Support
by following the steps similar to the ones in this section to tag them.Sales-Support
to do it.Customer
type, it will propagate to Zendesk.If you cannot find an account (organization) in SFDC, when searching by email, you should find:
Initial Source
mentions Trial
,Alternate ways to check:
GitLab Groups
Tab >
an expiration date under the Trials column.
If needed, also check the
internal-requests project
for manual plan changes.If you identify a ticket as from a trial user,
trial
tag to it.Note: It will be moved to the Free/Self-Provisioned Trial Support
view without SLA,
so you should also respond with the appropriate Free User
macro.
If you cannot identify a user as a customer, prospect, or trial, mark them as a free user.
While often they match, the organization name a customer provides will not always match what's in ZD.
Since the ZD organization information is synced from the SFDC Account, if you're unsure, looking up the account in Salesforce for the org name.
You can search for organizations using the ZD search (see screenshow below).
Follow these steps after identifying the user as a customer.
To associate a user with an organization:
Note: If a customer raises a ticket to add some users in their organization, here are some things to take note of:
If you erroneously assigned a user to an incorrect organization, follow these steps to un-assign a user:
-
instead of the org name.<User Name> was successfully updated.
Note: If the organization automatically comes back after un-assigning it, it likely means that this org has Domains
specified:
if an org has domain.tld
in Domains
list, any user with @domain.tld
will be automatically added to this org. If it is the case, please contact #support_operations
Slack channel to discuss and fix it.
After identifying a free user ticket:
GitLab CE
form if applicable.Free user
macro to explain they do not receive support.Tell us about your GitLab subscription
change to Free user
.Problem Type
.
Free user
macro.The ticket will be moved to the Free/Self-Provisioned Trial Support
view.
For example:
username@domain.tld
submits a ticket to GitLab Support.username@domain.tld
, the e-mail
specified in the field Email associated with your subscription
, or using the
customer's domain and you cannot find any related accounts in SFDC.GitLab User Lookup
app in the Zendesk sidebar and none of the groups are on a paid planChoose a plan that suits your needs
when using Impersonate
functionality.