Each ticket in Zendesk has a status that indicates its current state.
|New||The ticket has just been submitted and has had no replies.|
|Open||The ticket has had one or more replies, and the user is waiting on GitLab Support to provide the next reply.|
|Pending||Support has replied to the ticket and is waiting on the user to respond.||If the user does not respond for 20 days, Zendesk will change the status of the ticket to
|On-Hold||Support is working on the ticket or is awaiting information from another GitLab team||See Behavior of
|Solved||The ticket has been solved||When a user replies to a
|Closed||The ticket is archived||When a user replies to a
If a user's reply is the last one in the ticket, make sure to send a public reply when changing the ticket status.
Changing a ticket's status (except for
Solved) without replying will not stop
the ticket's breach clock. See SLA clock for more details.
By default, our Zendesk automations will do the following:
Pending, it will send a notification to the user we are still awaiting a response from them.
Pending, it will send another notification and mark the ticket as
Solved, it will close the ticket.
While this is normally the right workflow, there might be situations in which you need to prevent this from occurring. To do so, use the appropriate Zendesk labels:
|Label||What it does|
|skip_autosolve||This tells Zendesk to refrain from moving the ticket to
|skip_autoclose||This tells Zendesk to refrain from moving the ticket to
NOTE: If the ticket has been reopened after already auto-solving and we want to
prevent autosolve from happening again, the
tags will be present. These do NOT need to be removed when adding the
We have a number of automations around tickets in an
On-Hold, it will be automatically assigned to you by the trigger
Automatically assign on-hold ticket to the engineer who put it to the on-hold status.
Automatically reopen on-hold tickets without assignee.
Reopen on-hold tickets after 4 days.
If a customer's reply is the last one in the ticket, do not set it to any status
silently (except for
Solved), because the SLA clock will continue to run
and the ticket may breach SLA silently. Instead, send a confirmation, greeting, or
other message, while also changing the status.
Ensure that the subject of a support ticket is both descriptive and accurate. You can edit the Subject to fix typos or make the problem clearer. Some examples include:
Ticket fields help us capture important data that will help us improve the user experience.
Depending on the view in which you are working and the form that has been selected for the ticket, you might need to fill out some ticket fields manually. As a high percentage of our tickets are solved or closed automatically through our workflows, it is important to begin your work on a ticket by setting appropriate values in all of the required (*) fields and relevant non-required fields.
WARNING: Any attached files in the to be merged tickets will be shared across the tickets. Everyone in CC on both of these tickets will receive the files.
When Merging Tickets,
Requester can see this comment unchecked in the ticket that's being
merged into (the second ticket from the top) in order to maintain the SLA. If
the merge comment is made public, Zendesk considers it a response and removes
the SLA. The ticket that was merged into another ticket is closed while the
status of the target ticket is unaffected.
NOTE: Any ticket merge is final – there is no option to undo it.