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Support <> Sales / Customer Success Escalations

Purpose

There will be instances when Support will need to escalate a ticket to Sales/Customer Success, or bring it to their attention. This page list some of these common scenarios and workflows.

Note: If you are from Sales/CS and looking to escalate a ticket to Support Management, please use the I want to escalate a ticket workflow instead.

Escalation Scenarios Mapping

Role: Account Owner (AO)

An Account Owner is usually the customer's main point of contact for any renewal and expansion discussions.

Use the finding the customer’s account owner workflow to locate the account owner. If there is no one listed, check to see if you can find the latest opportunity owner instead. If neither are available, reach out in the relevant channel without tagging anybody.

Escalation Scenario Channel Relevancy
Add a customer to an organization Slack: #account-management Needs Org Workflow
Pass a lead to Sales Zendesk: cc @AM, Slack: #sales for new business, #account-management for renewals Ticket Workflow: License and Renewals queue

Role: Technical Account Manager (TAM)

A Technical Account Manager typically manages the customer’s relationship with GitLab. A comprehensive list of services provided by them is listed here.

Since TAMs are assigned based on certain criteria, you might not find a TAM listed for every customer. For those that do have a TAM assigned, follow the same process as above on SFDC, but look at the Technical Account Manager field instead.

Escalation Scenario Channel Relevancy
Make TAM aware of Emergency and/or High Priority tickets Zendesk: cc @TAM, Slack: @mention TAM Ticket Workflow: All queues
Involve TAM if a customer requested an escalation on the ticket Zendesk: cc @TAM, Slack: @mention TAM Ticket Workflow: All queues
Involve TAM if a customer files a ticket requesting live upgrade assistance but there is no corresponding internal issue Zendesk: cc @TAM, Slack: @mention TAM Ticket Workflow: Self Managed
Involve TAM if we identify a need for training a user from customer’s end, or, if customer requests for it directly Zendesk: cc @TAM, Slack: @mention TAM Ticket Workflow: All queues
Make TAM aware of tickets which require managing customer relationship due to expectations mismatch Zendesk: cc @TAM Slack: @mention TAM Ticket Workflow: All queues
Add a customer to an organization Slack: #account-management Needs Org Workflow

Resources:

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