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.
The single source of truth for what forms exist is the Current active forms list in the Support Ops handbook section.
Below is a list of some commonly used Zendesk forms with a brief explanation regarding their usage:
Please note: It's recommended to always use the
General::Forms::Incorrect form used macro to change the ticket form, unless it's between Self-Managed, SaaS (GitLab.com) and SaaS Account.
Apply the macro
Security::All Security Questions. This will reply and solve out the ticket.
For cases that need to go to non-support forms, apply the
General::Forms::Incorrect form used macro. Support Operations will do the rest from there.
Free Users who are reporting Self-Managed or SaaS issues
Newcan be moved to the
Communityform, which will activate the
Ticket::FRT and NRT Stage::Autoreply to Community ticketstrigger (responds and solves the ticket). If the ticket is
Open, then direct the customer to the GitLab community forum via the "Self-managed or GitLab.com Free User Request" macro and mark it "Solved”. If you wish to provide technical assistance to the user, then please do so via the GitLab community forum.
Free Users who are reporting L&R issues
Triage the Free User ticket and verify if the user’s issue relates to subscriptions or account/billing listed in the Applying the Correct Form section, change the form to the appropriate one so that a team member can deal with the request directly.
If the user is asking for assistance getting in contact with sales, you can use the "L&R" form.
If the request falls outside of such scenarios, see the Other Requests section, or direct the user to the GitLab community forum and the ticket marked as "Solved".
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
#spt_managers 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
|Questions regarding GitLab Partner Program or problems with registration.||This program is under Channel Partner. Kindly direct requester to contact