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3. Support Team Handbook
4. Support Workflows
5. Support Uploader - Handling large files from Customers

On this page

• Global Support Uploader
  • General notes and limitations
  • Generating upload request bundle
  • Sending the bundle to the customer
  • After customer uploads the file
  • Accessing the uploaded files

Global Support Uploader

The project is accessible to all Support team members at https://uploader.gitlab.support (NOTE: currently, this requires both GitLab Pages and Okta authentication, both should happen automatically if you are signed in).

NOTE: Support Uploader exists as a Zendesk App for use while working on tickets. For details, check the zendesk-app folder in the support-uploader project.

General notes and limitations

• The expiration time for the upload request bundle is 48 hours (after 48 hours from the time the bundle was generated, file uploads won't work using them)
• The limit per file is 3 GB
• The Support Uploader is not compatible with the US Federal Support Portal

These are the current defaults but may change in the future.

Generating upload request bundle

Input the ticket ID at https://uploader.gitlab.support and click "Generate files"

This will download an archive with the format "gs_uploader_.zip" containing a bundle of upload "request" files, a bash file and an HTML file. Customers can use either one to upload their files to the Support Uploader storage area.

Sending the bundle to the customer

You can attach the archive generated to the ticket in a public reply, and use the General::Support uploader macro, which will include instructions for the customer on how to use the bundled files.

After customer uploads the file

There will be an automated private note by the "Support Uploader Bot" in the ticket for every file that the customer uploads with a link to the file in the AWS Support Uploader account.

Accessing the uploaded files

You can use the Zendesk app for the Support Uploader to list and then download the files.

Here's how it looks when you open the ticket:

After clicking the link, it will populate the list with the existing files in S3 for this ticket:

You can click on any of the files and it will download it.