To understand the factors contributing to Support Satisfaction, we review feedback received for support tickets. Issues are automatically created in the Feedback issue tracker (internal only) for all Support Satisfaction feedback received.
NOTE: The following categories of tickets do not receive surveys:
The SSAT Reviewing Manager on duty when a feedback issue is created is responsible for reviewing the issue and responding as needed. Feedback issues are assigned to the SSAT Reviewing Manager automatically. The manager receives email notification from GitLab and a To-Do item.
Please note: Starting 2021-04-26 we are trialing an additional feedback form that allows our customers to provide comments not only when the ticket is marked as solved, but throughout the life of the ticket. The feedback will create issues in the customer feedback project with a subject format of Positive/Negative/Neutral feedback for ticket nnnnnn and will get automatically assigned to the SSAT reviewing manager.
If the feedback is negative, there is also an option to request manager contact (within 48hrs Mon-Fri). If this option is chosen, additionally to the feedback project issue opened for the feedback, a slack notification will show up in the
#support_escalations channel. The SSAT reviewing manager should follow the If there is action to be taken and If the customer should be contacted guidance when handling these requests.
An issue requiring contact can also be identified by an 'SSAT::Contact' label and a field within the issue that specifies manager contact was requested.
This above note will be removed when the trial concludes (date not yet determined).
At the end of your rotation:
Currently there is no SLA for responding to Feedback Issues, but if you follow the process defined on this page, you should send an initial response to each issue within 7 days of its creation.
For each feedback issue labeled "satisfaction::good", read through its comments and:
/closethe Feedback Issue.
Note: Support Engineers can see the Feedback comments on their tickets, and get notified by ZenDesk when a Feedback comment is added. You do not need to notify them or their managers.
Note: After 7 days of inactivity, the GitLab Support Bot closes "satisfaction::good" issues.
For feedback issues labeled "satisfaction::bad", determine the following:
You should document your finding and any follow-up actions taken in the issue. You may use the following template to add a comment to the feedback issue (NOT the ticket!):
* **Summary of ticket/feedback:** * **Action to be taken:** * **Contact customer to discuss feedback? (Y/N)**
If no action needs to be taken, and the customer does not need to be contacted to discuss the ticket,
/close the Feedback Issue.
Many customers do not provide a reason for the "bad" review they submit. Even if a reason is provided, it may not be clear why the customer was dissatisfied. The reviewing manager should carefully review the ticket and seek to understand why a bad review was given. If necessary, contact the customer to learn more.
Once the reason behind the "bad" review is understood, apply the
that best describes the situation:
||The customer resolved the ticket|
||Encountered Documentation problem; new Issue and/or MR filed|
||Documentation unhelpful to customer and/or Support Engineer|
||Known issue with Issue already created|
||Encountered Product problem; new Issue and/or MR filed|
||Customer did not supply enough information for investigation|
||Support Engineer did not provide adequate information to customer|
||Problem internal to GitLab but not directly by Support|
||Customer found support process confusing or unclear|
||Support Engineer did not follow documented support process|
||Problem does not have an existing Support process|
||Problem caused by Zendesk-Salesforce integration (includes delays due to needs-org, incorrect contact info/matching in SFDC, unable to validate subscription)|
||Support Engineer responses unhelpful or customer expectations mishandled|
||Support Engineer lacks skills or permissions to troubleshoot or resolve problem|
||Customer lacks skills or permissions to troubleshoot or resolve problem|
Note: For the full list of feedback labels and their descriptions, visit the labels page in the support-feedback project.
This is important to help Support understand and respond to Support Satisfaction trends.
Determine the course of action and tag appropriate people. Note that indirect feedback received from a customer/prospect will typically have the next action chosen for us.
Examples of possible actions:
support-team-meta(cross-link the Feedback Issue as related)
If further discussion is warranted, leave the Feedback Issue open. Otherwise,
If you feel like the customer should be contacted:
/closethe Feedback Issue; followup continues via email.