Forms
Note
This is an informational page for the Zendesk forms. It may not reflect the way we actually manage Zendesk forms.
If you are looking for information about maintaining forms (creating, editing, etc.), please see Forms workflow
What are ticket forms
Ticket forms are the forms utilized by the user to create tickets (when using the web UI). These then translate the responses on the form into ticket metadata.
These fall into one of two types:
- Public - meaning both agents and end-users can see these
- Internal - meaning only agents can see these
Creating a ticket form
For information on creating a ticket form, please see Zendesk documentation
Cloning a ticket form
For information on cloning a ticket form, please see Zendesk documentation
Editing a ticket form
For information on editing a ticket form, please see Zendesk documentation
Reordering ticket forms
For information on reordering ticket forms, please see Zendesk documentation.
Deactivating a ticket form
For information on deactivating a ticket form, please see Zendesk documentation
Deleting a ticket form
For information on deleting a ticket form, please see Zendesk documentation
Current forms
Zendesk Global
| Internal name | Public name | Visibility | Entitlement required? | Direct Link |
|---|---|---|---|---|
| SaaS | Support for GitLab.com | Public | Y | Link |
| 2FA Removal | 2FA Reset | Public | Y | Link |
| SaaS Account | GitLab.com user accounts and login issues | Public | N | Link |
| Self-Managed | Support for a self-managed GitLab instance | Public | Y | Link |
| GitLab Dedicated | Support for GitLab Dedicated instances | Public | Y | Link |
| L&R | Subscription, License or Customers Portal Problems | Public | N | Link |
| Billing | Billing inquiries/refunds | Public | N | Link |
| Alliance Partners | Support for alliance partners | Public | Y | Link |
| Support Ops | Support portal related matters | Public | N | Link |
| Emergencies | File an emergency request | Public | N | Link |
| Support Internval Request | Internal | N | ||
| GitLab Incidents | Internal | N |
Zendesk US Government
| Internal name | Public name | Visibility | Entitlement required? | Direct Link |
|---|---|---|---|---|
| Support | Technical Support Requests | Public | Y | Link |
| GitLab Dedicated | GitLab Dedicated Technical Support Requests | Public | Y | Link |
| Upgrade Assistance | Upgrade Planning Assistance Request | Public | Y | Link |
| Support Ops | Support portal related matters | Public | Y | Link |
| L&R | License, Subscription, and Renewals Request | Public | Y | Link |
| Emergency | Emergency Support Request | Public | Y | Link |
| License Issue | Internal | N |
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