Support may be asked by various teams within GitLab to send notices out to GitLab.com users and customers, to inform them of actions that we have taken (or will be taking) on namespaces under their control.
We may also occasionally need to inform certain users of a feature they use that will be deprecated. This workflow describes the various Zendesk macros that we can use to inform users, and the steps that a GitLab.com Support Engineer must take.
NOTE: If none of the below situations apply, you can use the generic
Support::SaaS::Notices::General Contact Request macro in Zendesk and adjust the wording as needed. Leave an internal note (with a link to any relevant internal-request issue).
We may be asked by infrastructure either through an issue or Slack to notify a user or customer that their account has been temporarily blocked for some reason. In these cases, do the following:
Infrastructure may ask us to notify a particular user or group that the mirror of either
gitlab-ee that they've recently created with the
Trigger pipelines for mirror updates option enabled has caused extreme load on our shared runner fleet. In these cases, do the following:
Ownerof the group as a CC to the ticket.
Mirror Abuse - Personal Namespaceor
Mirror Abuse - Group.
Outside of Zendesk we may be asked to be involved in the process of sending mass notices to users via MailChimp. In these cases, do the following: