Zendesk maintenance
SGG issues
Note This applies to Zendesk Global only.
From time to time, human interference can cause routing issues with our support global groups (SGG) routing. You need to be aware of these issues and rectify them manually whenever possible. We recommend making two personal views to easily catch the two types of issues.
Tickets in SGG void
These are tickets using a support form that has a SGG value of “Not Applicable”. This causes them to sit in a void where they will not normally get seen. When you come across these, you need to set the SGG to a blank value so they will get round robined.
To help with this, we recommend setting up a view with the following conditions:
- Tickets must meet all of these conditions to appear in the view
- Status less than closed
- SGG is not applicable
- Assignee is null
- Tickets can meet any of these conditions to appear in the view
- Form is SaaS
- Form is SaaS Account
- Form is Self-Managed
- Form is GitLab Dedicated
- Form is Open Partner
- Form is Select Partner
- Form is Alliance Partners
Incorrect SGG
These are tickets in a support form assigned to an agent but the SGG value is “Not Applicable”. This causes them to sit in a void where only the assignee would see them. When you come across these, you need to set the SGG to a assignee’s SGG value (you can locate that via the Support Global Groups page of the Support team page).
To help with this, we recommend setting up a view with the following conditions:
- Tickets must meet all of these conditions to appear in the view
- Status less than closed
- SGG is not applicable
- Assignee is not null
- Tickets can meet any of these conditions to appear in the view
- Form is SaaS
- Form is SaaS Account
- Form is Self-Managed
- Form is GitLab Dedicated
- Form is Open Partner
- Form is Select Partner
- Form is Alliance Partners
Suspended and deleted tickets
Once a shift, Support Ops should go through the Suspended and Deleted tickets in Zendesk. The objective is to clear these views out. For references, the views are:
- Suspended tickets for ZD Global
- Deleted tickets for ZD Global
- Suspended tickets for ZD US Federal
- Deleted tickets for ZD US Federal
Suspended tickets
For the suspended tickets, you will need to review the contents of said ticket (done by clicking the subject) to determine if the ticket is legitimate or not. As this can sometimes be tricky, Support Ops should feel free to request the assistance of a Support Manager in determining those that are not clear.
If the ticket is legitimate, you should click the Recover Automatically button. Once it has been recovered, you should let the Support Team know, as the ticket has likely faced a delay and might be close to (if not) breaching SLA.
If the ticket is not legitimate, you should click the arrow on the right hand side of the button and select Delete.
Deleted tickets
For deleted tickets, you should look over the tickets present and make sure they should be deleted. This will require looking at the reason and the subject. If you are unsure, feel free to request the assistance of a Support Manager in determining those that are not clear.
For tickets to delete, you should simply select all of them (via the checkboxes), click the arrow next to the black button at the top right, and select Delete x ticket forever.
Note As mentioned in the details of Zendesk Global organizations sync accounts that have expired 3 or more years ago are checked and then all tickets and users associated with the organization in Zendesk are deleted. After doing so, the organization itself is then deleted. This means that you may encounter tickets that have been deleted by the GitLab SupportOps Bot user that appear to be legitimate, but have in fact been deleted intentionally. If you are unsure if a ticket has been deleted intentionally or not, please review the deleted ticket with a fellow Support Ops team member.
897950ce)
