Zendesk Documentation

Support Operations documentation page for Zendesk

Instances

Zendesk Global

This is our main (and first) Zendesk instance. Most people interacting with GitLab Support will use this instance.

Accessible by: Everyone
Support portal address: https://support.gitlab.com
Sandbox address: https://gitlab1545832369.zendesk.com/agent/

Zendesk US Federal

This is a Zendesk instance made specifically with Self-Managed public sector users in mind. It has many restrictions and is not generally usable without pre-approval.

Accessible by: US Citizens only
Support portal address: https://gitlab-federal-support.zendesk.com
Sandbox address: https://gitlabfederalsupport1585318082.zendesk.com/agent

Agent Workspace

Support Operations documentation page for Zendesk agent worspace

Agents

Support Operations documentation page for Zendesk agents

API

Support Operations documentation page for the Zendesk API

Apps

Support Operations documentation page for Zendesk apps

Automations

Support Operations documentation page for Zendesk automations

Emails

Support Operations documentation page for Zendesk emails

End-users

Support Operations documentation page for Zendesk end-users

Groups

Support Operations documentation page for Zendesk groups

Guide and Theme

Support Operations documentation page for Zendesk Guide and our theme

Liquid language

Support Operations documentation page for the Zendesk liquid language

Macros

Support Operations documentation page for Zendesk macros

Organizations

Support Operations documentation page for Zendesk organizations

Roles

Support Operations documentation page for Zendesk roles

Sandbox

Support Operations documentation page for Zendesk sandbox

Schedules

Support Operations documentation page for Zendesk schedules

Searching in Zendesk

Support Operations documentation page for searching in Zendesk

Service Level Agreements

Support Operations documentation page for Zendesk SLAs

SSAT

Support Operations documentation page for Zendesk satisfaction surveys

Ticket Fields

Support Operations documentation page for the Zendesk ticket fields

Ticket Forms

Support Operations documentation page for Zendesk ticket forms

Tickets

Support Operations documentation page for Zendesk tickets

Triggers

Support Operations documentation page for Zendesk triggers

User Association

Support Operations documentation page for Zendesk user association

Views

Support Operations documentation page for Zendesk views

Webhooks

Support Operations documentation page for Zendesk webhooks

Zendesk-Salesforce Sync

Support Operations documentation page for our Zendesk<>Salesforce Sync

Last modified May 19, 2023: Adding new roles (b88e5bb)