Handling Sales Information Requests

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3. Support Team Handbook
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5. Handling Sales Information Requests

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  • Overview
  • Workflow

Overview

Use this workflow when there's a query about new GitLab offerings from an existing customer. It can also be used to handle situations where customers express their need via a support ticket to get in contact with their account manager.

Workflow

1. Check the organization's information in Zendesk to find the CSM for the customer.

   Note: In Zendesk, click on the organization name under the tab at the top, then scroll down and look for the Account Owner or Customer Success Manager fields.

2. Respond to the ticket, CC-ing the CSM letting them know of the customer's interest in new/more GitLab offerings.