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.
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:
Problem typeif possible (this may need to happen after looking up the organization information).
Users of GitLab's US Federal Support offering may opt to raise a ticket in the Global Support Portal as well. The most common reason for this is the need for support outside of the US Federal's hours of operation. If during the triage process, a Global Agent comes across a ticket that is from an organization which appears to be a customer entitled to US Federal Support, the agent can work this case the same as they would any other ticket.
If there is a concern that the customer had intended to raise a ticket in the US Federal Support Portal and unintentionally created it in the Global Portal the agent may consider applying the General::US Federal Customer in Global macro to inform them that their request may be handled by a non-US Citizen and direct them to the relevant portal if that is a requirement.
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_escalations slack channel and make a MR to update the list below when you find out the answer.
|Training||Redirect requester to Education from Professional Services|
|New Set Up/Installation||Follow the Passing a Lead to Sales workflow|
|Requests for swag||Ask in the #swag internal slack channel or direct to the FAQ for existing orders. For general requests for free swag, use the
|Questions related to jobs/openings||Redirect requester to Outbound Talent Acquisition Model page|
|Questions related to status of job application||Use the
|Legal Questions and Concerns||Ask in the #legal internal slack channel|
|Missing Learning and Development Certificates||Direct requester to review Missed Certificate and contact