General speaking, working with Support Operations can be broken down into 8 categories:
For a general overview, please see the flowchart.
Occasionally, a customer might mis-file a ticket and send a request for support portal changes using a Support form. In these cases, please change the form to Support Ops in Zendesk and we will handle it from there. Please do not reply (as that removes our SLA clock from the ticket).
Please never modify a user's acces permissions or make any edits to the organization itself. We have specific processes and policies we must follow for such changes to occur.
For general questions and assistance, reach out via the support_operations Slack channel. From there, a member of the Support Operations team will respond and work with you to help address the question. Should the discussion need more than a simple answer, Support Operations will direct you to create an issue in the correct issue tracker.
Note: Support Operations does not have the ability to change your personal Calendly settings, only those used in team events.
When you need modifications made to your Calendly (such as being added to an event, having the schedule used in an event changed, etc.), you will want to create an issue in the calendly issue tracker.
From there, your manager will review the request and approve it. Once approved, they will ping Support Operations.
Support Operations will then review the request and work the issue. Once completed, Support Operations will then confirm the issue is completed and close out the issue.
To propose or request a change, you should first create an issue in the support-team-meta issue tracker so it can be discussed amongst the team. Keep in mind if the proposal is impacting teams other than Support, you would want to include the other teams in the discussion.
After creating the issue, you should then set a due date for it. This
will represent the day when the discussions are ended and a decision will be
reached between the approving manager(s) and the requester. If you need Support
Operations assistance in the discussion, make sure to ping the Support
Operations team using @gitlab-com/support/support-ops.
Once a decision has been reached and agreed upon, the approving manager will
then ping the Support Operations team using @gitlab-com/support/support-ops.
From there, a Support Operations team member will review the issue and ask for
any clarification as needed.
After Support Operations has confirmed the request and gotten any needed clarification, they will then create an issue in the correct tracker, depending on the nature of the request.
Support Operations will then work from the new issue(s), performing testing and the like. Make sure you are available to help with the testing and review the results of said testing. Support Operations will ask and expect you to review everything before moving onto next steps.
Note: Do not create the issues in the Support Operations issue tracker(s). They require a support-team-meta issue for discussion and approval from a manager to be actioned on. Without this having occurred, Support Operations is likely to close out the issue and request the normal procedure be followed.
This is category is for anything in our current setups that needs to be fixed (ie it is broken). These issues should not be for improvements or changes, but simply to get something that is currently broken fixed as soon as possible. For these, you would file an issue in the support-ops-project issue tracker. As these types of requests are highly important and solely to fix something broken, they do not require a discussion issue or manager approval.
Once the issue is created, Support Operations will work the issue. They may create new issues or move the original request as needed. As these tend to be timely in nature, make sure you are available to work with Support Operations.
If you need changed made to a macro in Zendesk Global, you can file an issue in the macros issue tracker. Keep in mind that macro changes normally need a manager to review them. This might occur in the issue itself or the merge request that is created later.
Once the issue is created, Support Operations will work the issue. They may create new issues or move the original request as needed.
If you need changed made to a macro in Zendesk US Federal, you can file an issue in the zendesk-us-federal issue tracker using the zendesk-us-federal macros issue template. Keep in mind that macro changes normally need a manager to review them. This might occur in the issue itself or the merge request that is created later.
Once the issue is created, Support Operations will work the issue. They may create new issues or move the original request as needed.
For changes to the support team page, you would file an issue in the support/team issue tracker.
Once the issue is created, Support Operations will work the issue. They may create new issues or move the original request as needed.
This is a catchall category for anything that didn't fit the previous ones. For these types of requests, you would file an issue under the support-ops-project issue tracker. From there, Support Operations will work the issue. They may create new issues or move the original request as needed.