Customer Support Operations

Purpose

The purpose of Customer Support Operations is to enable GitLab to provide delightful customer experiences by:

• equipping the Customer Support team with knowledge, tools, and data to optimize productivity and efficiently solve customer problems.
• equipping our customers and wider GitLab with the data, knowledge, and insights to prevent customer problems before they occur.
• delivering delightful experiences to both our own internal and external customers.

Meet the team

Working with us

We’re here to help! Here’s a quick guide on the best way to reach us depending on what you need:

🙋 Requesting Something New or a Change

Heads up before you file: Each request type has specific roles that are authorized to submit it. To avoid delays, connect with the right person first - issues filed outside the appropriate role will be closed and you’ll be directed to them anyway!

• Global Support team requests should be filed by a SIG team member using this template
• US Government Support team requests should be filed by a US Government Support manager/director using this template
• Knowledge Base updates (any Zendesk instance) should be filed by a Support Senior Technical Program Manager using this template
• Everything else should be filed by a manager/director of the requesting team using this template

🐛 Found a Bug?

Please file an issue using this template. We appreciate you taking the time to report it!

💬 Something Else?

Feel free to reach out to us directly in Slack at #support_operations. We’re always happy to chat!

Issue flowchart

graph TD;
  Start--> Triage;
  Triage--> Type;
  Type-->|Bug| BugDevelopment
  Type-->|Feature| FeaturePlanning
  BugDevelopment--> BugValidation
  BugValidation--> BugValidated
  BugValidated-->|No| BugDevelopment
  BugValidated-->|Yes| Implementation
  FeaturePlanning--> FeatureScheduling
  FeatureScheduling--> FeatureIsItTime
  FeatureIsItTime-->|No| FeatureQueued
  FeatureIsItTime-->|Yes| FeatureDevelopment
  FeatureDevelopment--> FeatureValidation
  FeatureQueued--> FeatureIsItTime
  FeatureValidation--> FeatureValidated
  FeatureValidated-->|No| FeatureDevelopment
  FeatureValidated-->|Yes| Implementation
  Implementation--> Completion
  Completion--> End
  Start(Issue created)
  Triage(Triage stage)
  Type{Request type?}
  BugDevelopment(Development stage)
  BugValidation(Validation stage)
  BugValidated{Was it validated?}
  FeaturePlanning(Planning stage)
  FeatureScheduling(Scheduling stage)
  FeatureIsItTime{Is it being worked in the current iteration?}
  FeatureQueued(Queued stage)
  FeatureDevelopment(Development stage)
  FeatureValidation(Validation stage)
  FeatureValidated{Was it validated?}
  Implementation(Implementation stage)
  Completion(Completion stage)
  End(Issue closed)

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