Needs Org / FRT
and Handover Needed
viewsNeeds Org / FRT
view
Handover Needed
viewNeeds Org / FRT
and Handover Needed
view?Everyone in the Support team contributes every day to ensure tickets get first replies within the Service Level Agreement we have with our customers.
Our goal is to reply to at least 95% of new tickets within the ticket's SLA.
You can track your progress and see global results on this Zendesk Explore Dashboard
On each working day, all Support Engineers reply and take ownership of 'new' tickets:
These numbers are based on our current ticket volume, number of SEs and average PTO (15%). We will continue to monitor ticket volume and number of SEs to make sure the above guidelines are accurate. If everyone contributes on days they are available we will exceed the 95% target above.
Needs Org / FRT
and Handover Needed
views'New' tickets you can take ownership of can be found in two views:
Needs Org / FRT
(tickets needing a first reply)Handover Needed
(tickets needing an owner or someone to continue working on a high priority 'All Regions' issue)The priority is to prevent tickets breaching SLA in the Needs Org / FRT
view.
The Handover Needed
view has two types of tickets.
Needs Org / FRT
viewNeeds Org / FRT
viewHandover to Preferred Region
macroGitLab Support
The workflow calls for assigning a ticket first, then replying. This is to take the ticket out of the view and help avoid confusion with the 👁 presence indicator. You can always un-assign (see above) if you're unable to make the first reply after some investigation. If you do this, please be sure to leave an internal note describing your investigation and anything you found.
Handover to Preferred Region
macroThis macro will un-assign and prompt you to write an internal note summarizing next steps. When the customer replies the ticket will appear in the Handover Needed
view.
Handover Needed
viewThis is basically the same as above:
Handover Needed
view with preferred region equal to your region or 'All Regions'. If the ticket priority is 'High' and preferred region of support is 'All Regions' then follow the HPAR tickets workflow otherwise go to the next step.Handover Needed
view by assigning it to GitLab Support
Needs Org / FRT
and Handover Needed
view?Everyone is responsible for Triaging tickets to make sure they have:
A form change results in an auto-reply for tickets that don't have an org associated yet. Hence, it is recommended to first associate the user with an appropriate org. Then change the form to the most relevant form type and fill in additional metadata where possible.
Needs Org / FRT
view ticket count stays in the single digits.Handover Needed
view ticket count stays in the single digits.on-hold
.The manager on-call in each region will keep an eye on the 'FRT' and 'Handover' views and alert the team if extra focus is needed. Managers also take one or two tickets each per week.