While working on tickets, you may need to look up customer information. Common use cases include associating tickets with the appropriate organization, checking a customer's subscription plan and looking up the customer's technical account manager.
In general, you should look for customer details in this order:
For an overview and runthrough of all three platforms, watch Amanda Rueda's How to use Salesforce from a support perspective video.
If you are trying to find the ticket requester's organization, you'll have to look it up directly in Salesforce.
To access Salesforce, use the Salesforce tech support account credentials in the 1Password Support vault. Notes:
Search for the customer's domain (e.g.
customer.com) or full email address
email@example.com) in the search bar at the top of the
Look for results in the Accounts section. You should also be able to see if they have a support level if they have one.
Click the Account Name to view the customer's organization page.
Note: in some cases you will need to search by e-mail and by domain. For example, if the e-mail has previously been associated with a trial account it will still be visible in SFDC but this might not be the same account that is used by the organization.
In the customer's organization page, look for the GitLab Subscription Information section. The most relevant pieces of information to support in this section are:
You can also confirm if the organization is a paying customer by look for the
Type field under the Account Detail section. It should say
In the customer's organization page, look for the Account Detail section.
There should be an
Account Owner field. This is the person responsible for
the customer account.
Alternatively, look for the list of links just above the Account Detail section. Note: You may have to wait awhile as the list only loads after the rest of the page is loaded.
Hover over the "Account Team" link to see a list of people who have handled the customer account.
In the customer's organization page, look for the Opportunities table. Look
for a row with a
Close Date in the future and a stage that is not
10-Duplicate. This should generally be the first row.
The person responsible for the customer's license renewal is listed under
Owner Full Name.
Log in to customers.gitlab.com admin area (sign in with Okta).
In the Customers section, search for a domain or full email address.
In the search results, click on the
i icon to view the customer's details.
You can impersonate an account to find out if they have a current
subscription through the customer's detail page or by clicking on the
icon in the search results.
Note: be extra careful when searching using the customer's domain: there can be generic domains that you are not aware of, and there can be large customers with multiple organizations using the same domain. Therefore, search by e-mail is more reliable.
All self-managed licenses including trial ones should be available in LicenseDot portal. You should be able to access it with your dev.gitlab.org account. If a customer provides you with their license ID, you can verify it in the portal by appending the ID to the link https://license.gitlab.com/licenses/, so the final link to the license will look like https://license.gitlab.com/licenses/LICENSE_ID
Sometimes a customer may include the full license file to prove their support entitlement. There are two methods to decode a license. One method is to use a script and the other is to use the Rails console on a self-managed instance.
The easiest method is to use the License Decoder ruby script. It outputs nice clean information including links to subscription information and a direct link to the LicenseDot page.
Follow the instructions in the project for installation and usage instructions.
You can determine the license ID (and thus organization) by extracting the ID.
First, trim the carriage returns and/or new lines:
tr -d '\r\n' < file_name.gitlab-license
Then, from the Rails console on your own self-managed instance:
license = ::License.new(data: "<paste entire license key without the carriage returns>") "https://license.gitlab.com/licenses/".concat(license.license_id.to_s)
This will return nice URL that will take you the relevant license in LicenseDot.