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Add new OOO ticket handover workflow

Anton Smith requested to merge docs/support-ooo-ticket-handover-slack-workflow into main

Why is this change being made?

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As per gitlab-com/support/support-team-meta#5427 (closed), I recently tried an alternative method of handing over 20 tickets when I left on PTO for 3 weeks.

I found this workflow very successful and since then, it has inspired other Support Engineers to follow a similar approach.

This MR introduces this workflow into the Support Handbook where:

  • Support Engineers create a dedicated Slack channel
  • Within the channel, separate threads are created per ticket. This faciliates collaboration and discussion without polluting the main Support Slack channels
  • Candidates for ticket reassignment are selected by the Support Engineer based on a defined criteria

Author and Reviewer Checklist

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  • Provided a concise title for this Merge Request (MR)
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    • The when to get approval handbook section explains the workflow in more detail
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Edited by Anton Smith

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