While troubleshooting customer issues in tickets, you may find yourself needing
additional context – a
gitlab.rb file, an architectural diagram, or anything
which will help you move forward with your investigation.
There are a few places where you can find this information.
You can browse other tickets submitted by people from the customer's organization for relevant context! Often forgotten in the heat of the moment.
Just click on the organization name at the top of the ticket to view all other tickets associated with that organization.
Alternatively, you can do a search for
organization:<$ORG_NAME> search query,
which may get you the information you want. Try
for your search!
In both cases, you can click on
Updated to sort by most recent
so that you'll be sure to have fresher information.
The Architecture Diagrams app automatically checks for the presence of the relevant diagram if the customer has a Customer Success project URL entered in Salesforce.
To access the app:
Click on "Apps" in the top right of the Zendesk UI
Look for the Architecture Diagrams app and expand it if closed
One other place to check for customer technical details is the Account Management group on GitLab.com. Just search by customer name and in the parent group and you should find the customer project. Most, but not all, premium and ultimate customers should have one present.