US Government apps

This guide covers the Zendesk apps currently used in the US Government Zendesk instance.

Advanced SAST App

^{Introduced via support-team-meta#6652}

The Advanced SAST App is a ticket app that enables a quick working of User requests for source code of LGPL-licensed components in GitLab Advanced SAST.

Advanced Search

Advanced Search is an app that provides a simple visual interface for constructing complex search queries against tickets, users, and organizations (orgs). It also enables you to export the search results in a CSV format.

Architecture Diagrams

^{Introduced via support-ops-project#801}

This app uses the Organization field AM Project ID to check for an existing Account Management project. If it finds it, it will then link to that project’s Architecture Diagram.

GitLab Reminders App

^{Introduced via support-team-meta#3036}

The Reminders App appears in the navbar and allows the agent a more specialized view of tickets they are involved in. It currently shows:

• Tickets assigned to you with a pending/overdue task that are not in a Closed state
• Recent tickets you have viewed
• Tickets assigned to you that are not in a Closed state
• Tickets you are CC’d on that are not in a Closed state

It also allows you to quickly manage your tasks by seeing the notes you have left for said task, when it is due, and a button to quickly mark the task as done (remove the notes and due date).

Show Related Tickets

This uses the ticket subject to search for other tickets with a similar subject. This helps to locate potentially related tickets you can check to see how they were solved.

STAR

^{Introduced via support-team-meta#4694}

Support Ticket Attention Requests (STAR) are the mechanism by which GitLab Team Members can request additional attention be placed on tickets. This is the app agents use in Zendesk to start a STAR process.

Zendesk Super App

^{Introduced via support-ops-project#801}

A plugin controlled app that can do several things Zendesk related

• Create new ticket

  Allows an agent to create a new ticket using the same user as the ticket they are currently on.

• Due date picker

  This allows you to customize what the Due Date for a Task ticket is set for. By default, Zendesk only allows setting the date. This enables you to set the date, time, and timezone.

  You can also set the Due Date Note and disable (or enable) task notifications using this app.

• Escalated tickets

  This searches for tickets under the organization that have been escalated within the last 6 months.

• Related tickets

  This looks for tickets related to the current one based off the category (or subcategory) the ticket is currently using. It then displays up to 5 of them (sorted by the update_at value of the ticket, descending).

• Attachments

  Displays attachments present on the ticket.

• Ticket Info

  Shows various metric information about a ticket:

  • Agent Wait Time
  • Customer wait time
  • Last assignee update
  • Last customer update
  • Assigned at
  • On-hold time
  • Time to first reply
  • SLA Policy
  • First reply SLA
  • Next reply SLA
  • Schedule