This page aims to walk you through some basic checks and items to tick off when working on the Needs Org and Triage queue in ZenDesk. While this will be useful for any Support Engineer or Support Manager when working on tickets, it is especially aimed to help those performing the FRT Hawk role.
Overall Flow
graph TD
A{Is it a Support Ticket?}
A -->|Yes| B{Is the ticket tied to an org?}
A -->|No| G[Ensure correct form]
B -->|Yes| D{Does the ticket have an SLA?}
B -->|No| E[Find the organizaton and associate it: Needs Org Workflow] --> B
D -->|Yes| C[Done]
D -->|No| F[Analyse why: use resources in this page] --> C
G -->H[Check if it falls under `Other Requests`]
Applying the Correct Form
A ticket should have the correct form applied to it to help route it to the right set of individuals who can assist with that request.
Most of the forms are self-explanatory, but here are some extra considerations:
GitLab.com Account: user account issue only, all others go to GitLab.com
Check out the Looking up customer details page to understand how and where you can find customer information from ZenDesk, Salesforce and the customer portal.
Organizations with Multiple Subscriptions
Sometimes, we might find organizations with multiple subscriptions associated with them. Follow the solution described in this section in such cases.
Other Requests
We also receive non Support requests in our queue - if you see something not listed below or something you are unsure about, ask in the #support_managers slack channel and make a MR to update the list below when you find out the answer.
