AI tool selection

GitLab Support provides access to various AI tools with different capabilities and specializations. This guide helps you select the right tool based on your specific task requirements.

[!note] This guide assumes you’ve read the AI and Support Work page and determined that AI will help with your task. If you’re unsure whether to use AI, start there first.

Quick Reference Table

Tool Comparison

GitLab Duo Chat

Ideal for: Quick GitLab feature questions, code explanations, standard troubleshooting

Data Classification: RED

Strengths:

• Deep GitLab product knowledge and documentation access
• Fast responses for straightforward questions
• Safe for customer data processing
• Integrated into GitLab workflow

Best use cases:

• “How does GitLab feature X work?”
• “Explain this customer’s configuration”
• “What could cause this GitLab error?”
• Processing logs from customer environments

GitLab Duo Agentic Chat

Ideal for: Research across GitLab ecosystem, complex multi-step workflows

Data Classification: RED

Strengths:

• Only tool with direct access to GitLab projects, issues, and MRs
• Handles complex, multi-step analysis
• Can generate documentation drafts and MRs
• Safe for customer data processing

Best use cases:

• “Find existing issues related to this customer problem”
• “Research workarounds in long issue discussions”
• “Generate documentation updates and MRs”
• “Code contributions to GitLab codebase”
• Complex ticket analysis requiring multiple sources

Claude Sonnet 4

Ideal for: Fast reasoning, communication enhancement, general problem-solving

Data Classification: ORANGE

Strengths:

• Fastest response times among all tools
• Cost-efficient for high-volume tasks
• Excellent for communication enhancement and creative problem-solving
• Strong performance on practical coding and reasoning tasks

Best use cases:

• Improving response clarity and tone
• Quick analysis of complex scenarios (sanitized data)
• High-volume ticket processing
• Creative problem-solving and brainstorming
• General reasoning tasks that don’t require GitLab-specific knowledge

ZenDuo

Ideal for: Summarizing Zendesk ticket conversations and suggesting relevant GitLab KB articles

Data Classification: RED

Strengths:

• Built directly into the Zendesk ticket sidebar
• Safe for customer data processing
• Powered by GitLab Duo Chat, leveraging its product knowledge to analyze ticket content
• Supports both predefined and customizable prompts
• Ticket-linked history makes it easy to continue or revisit past conversations

Best use cases:

• “Summarize this ticket’s conversation for a handoff”
• “Suggest a relevant KB article for this issue”
• Creating and reusing custom prompts tailored to Support workflows
• Quickly generating structured AI insights without leaving Zendesk

View page source - Edit this page - please contribute.