To understand the factors contributing to Support Satisfaction, Support Managers review feedback received for support tickets.
The Support Week in Review document identifies the current SSAT Reviewing Manager, with a link to the rotation in PagerDuty. During the rotation, the reviewing manager reviews all feedback Issues and responds as needed.
Feedback Issues with label "satisfaction::good" - go through each and read through the comments.
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 reviews with a "satisfaction::bad" rating, follow this process.
* **Summary of ticket/feedback:** * **Action to be taken:** * **Contact user to discuss feedback? (Y/N)**
feedbackscoped label 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.
/closethe Feedback Issue.
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 user should be contacted:
/closethe Feedback Issue; followup continues via email.
At the end of your rotation:
Currently there is no SLA for responding to Feedback Issues - but if the above process is followed, no issue should wait more than 7 days without an initial response.