E-mail response workflow

Overview

Workflow

Respond to e-mails sent to our community@, education@, merch@, opensource@, startups@ addresses. Deprecated e-mail aliases: movingtogitlab@, swag@shop.gitlab.com. You might still receive occasional e-mails from those addresses. If you do, please reply from the appropriate active e-mail address from within Zendesk.

Please ensure that all e-mail traffic happens within Zendesk. This enables team members to collaborate on tickets, to bring visibility on conversations, and to make our response time metrics more accurate. {: .alert .alert-warning}

Best practices

Setting up aliases

If, for some reason you absolutely need to use your own @gitlab.com e-mail account to reply to a request otherwise tracked as a Zendesk ticket, please set up and use e-mail aliases as instructed on this video. This will make the conversation to be managed as a ticket in Zendesk, as opposed to privately on your personal inbox:

Using templates

TBD

Using signatures

TBD