Support Super Form

An overview of the Support Super Form

Located at: support-super-form-gitlab-com-support-support-op-651f22e90ce6d7.gitlab.io

A request for Gratis Support

GitLab Premium and Ultimate subscriptions include Customer Support. Free or expired users, and prospects, are not typically entitled to contact Customer Support with technical questions. Under certain circumstances, Sales or Customer Success team members may wish to request a period of free support for a prospect or customer.

Modifications to a Zendesk Organization

This is for making changes to Zendesk Global organizations. This includes items such as:

  • Toggling the escalation state of an org (turning it on or off)
  • Set the collaboration project ID for an organization
  • Setting an Assigned Support Engineer for an organization

Request a team member license

This is for requesting a team member license. This cannot be used for licenses that are not to gitlab.com email addresses.

Add/Remove person from Pagerduty Support Shadow rotation

This is for requesting a person be added or removed to one of Support’s shadow oncall rotations.

Enable US Government Support for an Account

This is for enabling US Government Support on a SFDC account that would not normally be entitled to it. Please note the account must have already purchased the required US Government SKU.

Keep in mind you must have a Light Agent account on the US Government Zendesk instance. Without one, your request will be declined.

Create a Zendesk macro

Use this to request the creation of a macro in a Zendesk instance. If the comment type for the macro is Public or Private, it will create a corresponding managed content file within the correct project (if it does not already exist).

NOTE: This is not creating an issue to discussion. This is creating an issue for action. The issue made will be actioned on quite quickly and will not allow room for discussion, outside of followup questions from Support Operations.

Edit a Zendesk macro

Use this to request modifications of a macro in a Zendesk instance. If the comment type for the macro is Public or Private, it will create a corresponding managed content file within the correct project (if it does not already exist).

NOTE: This is not creating an issue to discussion. This is creating an issue for action. The issue made will be actioned on quite quickly and will not allow room for discussion, outside of followup questions from Support Operations.

GitLab L&R Internal Request for Global customers

This is for internal requests regarding licensing, subscriptions, trials, and grace period extensions in Zendesk Global. More information can be found within the Support Handbook

Keep in mind you must have a Light Agent account on the Zendesk instance. Without one, your request will be declined.

GitLab L&R Internal Request for US Federal customers

This is for internal requests regarding licensing, subscriptions, trials, and grace period extensions in Zendesk US Federal. More information can be found within the Support Handbook

Keep in mind you must have a Light Agent account on the Zendesk instance. Without one, your request will be declined.

Request from SA

Allows Solution Architects to request assistance from the Support team

Allows Solution Architects to request assistance from the Support team.

Keep in mind you must have a Light Agent account on the Zendesk instance. Without one, your request will be declined.

Fully Automated Requests

Check namespace availability

This is for checking the availability of a namespace. In the event the namespace is in use, this request will also check into the potential of the namespace being releasable.

Please note this is fully automated. The request will create an issue that has the results of the check posted.

Last modified September 25, 2024: Add info about managed content file creation (79304e9a)
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