Looking up customer technical details

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

While troubleshooting customer issues in tickets, you may find yourself needing additional context – a gitlab.rb file, an architectural diagram, or anything which will help you move forward with your investigation.

There are a few places where you can find this information.

Within Zendesk

Internal comment with Organization Notes

When a new ticket comes in and there is an organization attach to this ticket, there will be a Zendesk automation trigger (Ticket::Internal Comment::Organization Info) that puts an internal comment to the ticket. This internal comment will include [organization notes]({{ ref “/handbook/support/readiness/operations/docs/zendesk/organizations” >}}) if it exists. These organization notes are saved within Zendesk, visible to agents only, not to end-users.

During your work on the ticket, if you have additional information worth noting about the organization, you can add them by following the editing organizations procedure.

You may also consider updating the Customer Collaboration Projects within GitLab.com describe below.

Browse previous tickets

You can browse other tickets submitted by people from the customer’s organization for relevant context! Often forgotten in the heat of the moment.

Just click on the organization name at the top of the ticket to view all other tickets associated with that organization.

Alternatively, you can do a search for organization:<$ORG_NAME> search query, which may get you the information you want. Try "gitlab.rb" or gitlabsos for your search!

In both cases, you can click on Requested or Updated to sort by most recent so that you’ll be sure to have fresher information.

Architecture diagram and Customer Collaboration Project

The Architecture Diagrams app automatically checks for the presence of the relevant diagram if the customer has a Customer Collaboration Project URL entered in Salesforce.

To access the app:

  1. Click on “Apps” in the top right of the Zendesk UI

    Zendesk Apps button

  2. Look for the Architecture Diagrams app and expand it if closed

    Zendesk Apps button

Within GitLab.com

One other place to check for customer technical details is the Account Management group on GitLab.com. Just search by customer name and in the parent group and you should find the Customer Collaboration Project. Most, but not all, premium and ultimate customers should have one present.

Please note that these projects are most likely shared with the end customers as well so updates on these projects are visible to the end-users, unlike the organization notes within Zendesk mentioned above.

Last modified August 21, 2023: Fix broken links across the handbook (7877c2be)