Support team YAML files

Operations documentation page for the Support team YAML files

Introduced via support-team-meta#2159

This is an information page for the Support team YAML files.

If you are looking for information about managing them, please see workflows.

What are the Support team YAML files

The Support team YAML files are a group of YAML files that contain various data we utilize in other components at GitLab.

Where are they stored

They are stored within the Support Team project.

How are they used

The data within is compiled into an array of hashes that is then stored in Redis. This is done via the Support Team Redis Sync project.

Anatomy of a YAML file

name

The support team member’s name

email

The support team member’s official GitLab email.

title

The support team member’s job title

entity

The GitLab entity the team member belongs to.

A list of available entities is:

  • GitLab BV
  • GitLab Canada Corp
  • GitLab GmbH
  • GitLab Inc
  • GitLab IT BV
  • GitLab Korea LTD
  • GitLab PTY Ltd
  • GitLab PTY Ltd NZ
  • GitLab Singapore PTE. LTD
  • GitLab UK Ltd

working_hours

A String representing your working hours. You should specify the timezone to be safe. (examples being 0800-1600 Central time or 0000-0800 UTC).

reports_to

The name of the person to whom the support team member reports

region

The support team member’s region

The current regions we have available are:

  • AMER-W
  • AMER-C
  • AMER-E
  • APAC
  • EMEA

location

The city/state in which the support team member resides

tzdata_timezone

The support team member’s timezone

country

The country in which the support team member resides

start_date

The date the support team member started at GitLab

calendly

The link to the support-team member’s calendly. Should always be the link to their main page, not an event.

languages

An array of languages the support team member knows

pagerduty

A hash containing Pagerduty information

  • Should consist of an attribute id, which is the support team member’s Pagerduty user ID

focuses

An array containing the support team member’s focuses

Each focuses array contains a hash with the attribures of:

  • name, which is the name of the focus
  • percentage, which is the percentage of the focus

All percentages should add up to be 100.

A list of current focuses available are:

  • Onboarding - focused on onboarding to their position
  • SaaS - focused on working Global SaaS support tickets
  • License and Renewals - focused on working Global L&R support tickets
  • Self-Managed - focused on working Global Self-Managed support tickets
  • Operations - focused on Support Operations responsibilities
  • Management - focused on Support Leadership responsibilities
  • US Federal - focused on working US Federal support tickets
  • ASE - focused on Assigned Support Engineer work

Additional info about the ASE focus

When the name of the focus is ASE, additonal attributes can be added to the hash:

  • zendesk, which species the instance the organizations are on
  • organizations, which is an array of information about the specific organizations, having the attributes of:
    • id, which is the Zendesk ID for the organization
    • percentage, which specifies the percent of ASE time spent on that organization

As an example, if Bob spent 50% of his time as an ASE in the Global Zendesk instance, and managed two organizations (123 and 456) evenly, he would enter his ASE focus object like so:

focuses:
- name: 'Self-managed'
  percentage: 50
- name: 'ASE'
  percentage: 50
  zendesk: global
  organizations:
  - id: 123
    percentage: 50
  - id: 456
    percentage: 50

This means Bob spends 50% of his time doing Self-Managed work, and 50% of his time doing ASE work. And of that ASE work, 50% of it is for org 123 and 50% is for org 456.

Another example, if Bob spent 60% of his time as an ASE in the US Government, and managed two organizations (123 and 456) with different percentages, he would enter his ASE focus object like so:

focuses:
- name: 'Self-managed'
  percentage: 40
- name: 'ASE'
  percentage: 60
  zendesk: us-federal
  organizations:
  - id: 123
    percentage: 25
  - id: 456
    percentage: 75

This means Bob spends 40% of his time doing Self-Managed work, and 60% of his time doing ASE work. And of that ASE work, 25% of it is for org 123 and 75% is for org 456.

zendesk

A hash containing Zendesk information.

The attribures are:

  • main, which is a hash containing the information pertaining to Zendesk Global
  • us-federal, which is a hash containing the information pertaining to Zendesk US Government

Each of those attributes have further child attributes within them:

  • id, which is the support team member’s Zendesk user ID
  • groups, which is the groups the support team member’s Zendesk user is in
  • role, which is the role the support team member’s Zendesk user has
  • show_in_signature, which is a has containing an attribute of:
    • gitlab_handle, which tells the agent sync to add a line to your signature including your GitLab.com handle
  • alias, which is what display name to use in Zendesk. If left blank, your full name will be used as the default
  • salutations, which is an array of salutations to use in a support team member’s Zendesk user’s signature

Additional info about the US Government round robin

For the us-federal attribute, there is an additional attribute:

  • round_robin, which is a Hash cotnaining the attribures:
    • active:, which dictates whether you are part of the round robin or not
    • modifier, which is the modifier to multiply by when calculating your total workload weight. In the event this number is 0, the round robin will use 1

gitlab

A hash containing GitLab.com information.

The attribures are:

  • id, which is the support team member’s GitLab.com user ID
  • username, which is the support team member’s GitLab.com username
  • works_accou, which nt_deletion, which dictates whether the support team member works Account Deletion issues
  • notes_link, which is a link the team member uses for notes

slack

A hash containing Slack information.

The attribures are:

  • id, which is the support team member’s Slack user ID
  • username, which is the support team member’s Slack handle

modules

An array of learning modules the support team member has completed

knowledge_areas

An array of areas in which the support team member is knowledgeable.

Each item is a Hash containing information about the support team member’s perceived knowledgeable on along with the corresponding skill level they have on it.

Each item’s attribures are:

  • name, which is the knowledge area’s name
  • level, which is the support team member’s knowledge level of the area
    1. Learning - I’m still learning the basics and I’m not yet ready to take tickets.
    2. Ready to work tickets - I’m ready to work on tickets, or learn by working on tickets.
    3. Looking to help others - I want to help others with tickets or learning.

hobbies

An array of the support team member’s hobbies

pronouns

The preferred pronouns of the support team member

Last modified April 3, 2025: Migrating support readiness handbook to security (9196a840)
View page source - Edit this page - please contribute. Creative Commons License