Support Workflows

This documentation page provides an overview of common use cases for leveraging artificial intelligence (AI) to enhance and streamline support operations. It aims to help support teams and managers understand how AI can be effectively applied to solve various challenges in customer service, technical support, and user assistance.

Emergency Exception Workflow

Describes the exception process for emergencies with some examples

Enabling feature flags for projects or groups on GitLab.com

Workflow to follow when customers request for feature flags to be enabled on theire GitLab.com projects or groups

Feedback and Complaints

Support Engineering workflow for receiving and responding to customer feedback

Fieldnote Issues

Investigating and collaborating on tickets using GitLab Issues

GitLab Dedicated Logs

GitLab Dedicated Support - Working with logs

GitLab Dedicated Observability and Monitoring (Grafana)

GitLab Dedicated Support - Observability and Monitoring

GitLab Dedicated Overview

GitLab Dedicated Support overview.

GitLab Dedicated Switchboard Troubleshooting

GitLab Dedicated Support - Switchboard

GitLab Performance Tool (GPT) Quick Start

This guide provides steps to use the GitLab Performance Tool

GitLab.com custom limits

Provides a general overview of some of the limits applied exclusively to GitLab.com (SaaS)

GitLab.com Overview

Provides a general overview of how the GitLab.com (SaaS) context is different from other GitLab instances for Support Engineering

Google Cloud Credit Troubleshooting

Support Engineering workflow when a customer reports an inability to utilize their Google Cloud Credit (GCP Credit)

Handling Emotionally-Charged Tickets

How to keep a ticket moving toward resolution when emotions are getting involved

Handling fiscal residency document (COR) requests

Workflow to follow when customers request fiscal residency documents (COR)

Handling Internal Requests

Various templates and workflows that should be followed in order to properly handle GitLab.com related requests that Support receives in the internal requests issue tracker

Handling Licensing & Subscription Requests

How to handle requests for GitLab license or subscription upgrades or renewals

Handling Requests for More Premium Trial compute minutes

How to handle requests for more minutes when customer is running Trial Subscription

Handling Sales Information Requests

How to handle information requests from GitLab Sales team

How to be a Support Manager On-call

Describes the role and responsibilities for the Support Managers rotation in Support Engineering

How to be a Support Ops On-call

Describes the role and responsibilities for the Support Operations rotation in Support Engineering

How to create Support Team Meta OKR labels, for a new Fiscal Year

General guide for creating new OKR labels

How to do a WIR Podcast

General guide for creating a Support Week-in-Review Podcast

How to Get Help

Workflow for Support Engineers on how to get help when working on a ticket.

How to Handle Product Offering Migration Tickets

How to handle product offering migration tickets

How to Perform CMOC Duties

Describes the role and responsibilities for the Incident CMOC rotation in Support Engineering

How to Perform Customer Emergencies Duties

Describes the role and responsibilities for Customer Emergencies rotation in Support Engineering

How to Perform GitLab Dedicated CMOC Duties

Describes the role and responsibilities for the GitLab Dedicated CMOC rotation in Support Engineering

How to Respond to Tickets

Advice for providing human, helpful responses to support tickets to improve customer experience and excellence

How to write workflows

Guidelines, rationale, and resources on writing good workflow pages.

Identifying the Cause of IP Blocks on GitLab.com

Workflow to try to determine what caused an IP address block and relay that information back to the user.

Improving Documentation

Workflow for submitting GitLab documentation improvements from the Support team

Investigate Blocked Pipeline

Workflow to determine the cause of a blocked pipeline on gitlab.com

Investigate Commits

Workflow to determine the cause of commits on gitlab.com attributed to incorrect or unknown emails

Jira with GitLab

This guide provides steps to set up a Jira Server as well as some troubleshooting steps from a Support Engineer's perspective

Licensing & Subscription Workflows

workflows page has been moved to new location

Locked, Blocked and Banned Accounts

How to determine if a blocked user can be re-instated

Log and audit requests

Overview of aggregated information which GitLab Support may provide to customers, from the gitlab.com logs. Details beyond a summary require a Security request.

Looking up customer account details

How to look up customer account details within Zendesk and customers.gitlab.com

Looking up customer technical details

How to look up customer technical details within Zendesk and the Architecture integration, or the Account Management Group

Making Changes and Taking Actions on a user's behalf

Workflow for responding to requests to make changes or take action on behalf of a GitLab.com user

Marking tickets as spam in Zendesk

Workflow for marking Zendesk tickets as spam or unsolicited email

Mattermost

Workflow for escalating Mattermost support issues.

Name Squatting Policy

Workflow for releasing a namespace deemed dormant by GitLab's Name-squatting Policy

Obsolete Page - Was "Meeting FRT SLA"

OOO Ticket Management

How to manage assigned tickets when going on scheduled PTO

Pairify

This document provides information on what Pairify is and how to use it to record pairing sessions.

Patching an instance

How to patch GitLab (Rails application) manually

Personal Data Removal Requests

General guide to resolve personal data removal requests

Printing ticket thread without internal notes

How to print a ticket thread without the internal notes.

Processing Signed Data Processing Addendums (DPAs)

Support Engineering workflow detailing what to do with signed Data Processing Addendums

Project Imports and Exports for Customers

Provides guidance on when GitLab Team members might offer to import projects on behalf of customers, and the process for doing so.

Real Time Blocklist Delisting

How to reach out to Mailgun support to remove our IP addresses from a Real-time Blocklist (RBL)

Regional and Cross-Regional Workflows

Remove Validation

Workflow to remove validation on a GitLab.com user account

Removing Sensitive Information

Workflow for removing sensitive information in Zendesk Tickets

Restoring Deleted Data Requests

Workflow for cases when a customer requests deleted data to be restored on GitLab.com.

SaaS Tier for Support Quick Reference

Quick reference for Support to determine tier requirement for SaaS Account and other common requests

SaaS, Self-Managed and Dedicated Troubleshooting tables

Troubleshooting tips for various problems on each GitLab platform type

Sales and Customer Success Escalations

How to escalate from Support to GitLab Sales or Customer Success

Satisfaction (SSAT) review and responding (for Managers)

Discusses the Support Team's Support Satisfaction review process, and actions which Managers take to respond to customer feedback

Scheduling Support Coverage for a Company-wide Event

Use this workflow when you want to get a coverage schedule, including PD, going for an event like Contribute

Sending Notices

How to send notices out to GitLab.com users and customers to inform them of various actions on namespaces under their control

Sentry

How to use Sentry to investigate GitLab.com errors

Service Desk Troubleshooting

Basic process on troubleshooting Service Desk within GitLab.com.

Setting ticket priority

How to set and change priority for a ZenDesk ticket.

Sidekiq support

How to contact Sidekiq support.

Subpoenas, Court Orders and other requests for user information

Workflow for requests which do not fit other prescribed workflows, and may need input from our Legal team

Support Assisted Customer Requests

GitLab Support Assisted customer requests

Support Team Knowledge Areas

Describes the internal reference pages for Support team members who feel that they are knowledgeable and willing to assist with specific skills and knowledge

Team Workflows

Testing Environment

Support Engineer test environment setup options and guidelines

Ticketing Style Guide

Guidelines on structuring ticket responses.

Tracking Incidents

How to perform various tasks that assist in tracking customer impact of incidents.

Triaging Tickets

A walkthrough of triaging tickets in Zendesk

Troubleshooting GitLab Cloud Native chart deployments

Using the kubeSOS to troubleshoot GitLab Cloud Native chart deployments

Unbabel Translation in Zendesk

Implementation and use of Unbabel in Support's ZenDesk.

Upgrade Assistance workflow

Support team Workflow for providing Upgrade Assistance to customers

Use of Admin Notes

Workflow for when and how to add admin notes to a GitLab.com account

Using Kibana

Information on what Kibana is, how to search it, interpret its results, and tips and tricks for getting specific information from it.

Very Breached Tickets

Describes Very Breached Tickets and the tools and process to address these.

Working on High Priority All-Region Tickets

How to work on High Priority All-Region Tickets

Working on tickets

How to find, select, and begin work on support tickets

Working on Zendesk automations, triggers, macros, views, etc.

How to collaborate on Zendesk automations, triggers, macros, views, etc.

Working with Issues

The support team uses the processes and escalation points described on this page when creating, updating and escalating GitLab issues.

Working with Security

Documenting the various types of Security related tickets and the escalation process to notify Security.

Working with Support Ops

Workflow for working with Support Operations

Working with Support Pods

How to work with the Support Pods

Working with the NPM GitLab Registry

Overview

The purpose of this workflow is to make it easy(or easier) to test common customer scenarios by having access to package(s). You can follow the steps outlined below to create a package, or use this one. Just make sure to reference to correct project ID when publishing your package (Step 3).

Creating A Scoped Package

A scoped package is a package that’s available under a scope(insert you don’t say meme). The scope is used in the namespace, and usually either references the org, or your username, depending on where the package is hosted. For example, if I create a package, and host it under my GitLab account, the scope will be @sahbabou/name-of-my-package

NOTE: We do not currently support publishing packages from subgroup/project