@@ -84,4 +84,3 @@ end of each week with a list of support team contributions merged in the past we
- Zendesk Download Router - Automatically routes Zendesk downloads into separate folders by ticket number ([Chrome](https://chrome.google.com/webstore/detail/zendesk-download-router/pgfhacdbkdeppdjgighdeejjfneifkml))
- GitLab Web Debugger - Aides in identifying the root cause of page load errors on GitLab.com and internal GitLab instances ([Chrome](https://gitlab.com/gitlab-com/gl-infra/gitlab-web-debugger))
-[Zendesk Quicktab](https://support.zendesk.com/hc/en-us/articles/6443360776346-Installing-the-Quicktab-Google-Chrome-extension) - Opens Zendesk tickets in a single browser tab ([Chrome](https://chrome.google.com/webstore/detail/quicktab-for-zendesk-by-t/hhbimbckgheipimadcknkfogegmpoibj))
@@ -253,11 +253,11 @@ If you believe the customer should be contacted following completion of a closed
- Note that reopening a closed or solved ticket affects
measurements of reopen rate and time to resolution.
1. When reaching out to the customer, make sure you do the following:
1.introduce yourself, describing who you are and your role at GitLab
1.note the specifics of the situation, including ticket ID - you can include a link using the format `https://support.gitlab.com/hc/requests/<ticket number>`
1.restate and validate the customer's comments
1.offer any apologies or clarifications required, including links to relevant documentation
1.offer your Calendly link to schedule a video call
1.Introduce yourself, describing who you are and your role at GitLab.
1.Note the specifics of the situation, including ticket ID - you can include a link using the format `https://support.gitlab.com/hc/requests/<ticket number>`.
1.Restate and validate the customer's comments.
1.Offer any apologies or clarifications required, including links to relevant documentation.
1.Offer your Reclaim calendar link to schedule a video call.
1. Update the Feedback Issue as follows:
1. Add the text of your email as a comment in the Feedback Issue.
1. Apply the label `~ssat-manager-contacted-customer`.
@@ -135,7 +135,7 @@ If the feedback related to an existing ticket:
1. Review feedback and ticket information and consider how urgent a reply is required. Replying as soon as possible could prevent further customer frustration and a STAR or emergency situation.
1. Keeping urgency in mind, decide if action should be taken by the manager of the assigned engineer or by the Manager On-Call.
1. If the feedback needs immediate attention, reply via the ticket or email, as appropriate, share next steps and offer your Calendly link to schedule a video call.
1. If the feedback needs immediate attention, reply via the ticket or email, as appropriate, share next steps and offer your Reclaim calendar link to schedule a video call.
1. Remain as DRI until the ticket is back on track.
1. Update the Feedback Issue as follows:
1. Add the text of any communication as a comment in the Feedback Issue.
@@ -147,7 +147,7 @@ If there is no ticket link and it is general support feedback:
1. The issue will automatically be assigned to Val Parsons - please re-assign it to yourself as DRI.
1. Review feedback and consider next best action.
1. If customer would like a call, offer your Calendly link to schedule a video call.
1. If customer would like a call, offer your reclaim calendar link to schedule a video call.
1. If the feedback is for Product or other teams, share it in the appropriate channel.
1. If there are any additional actions that arise from your interaction with the customer, go back and note them in the Feedback Issue.
@@ -29,7 +29,7 @@ If the customer has not provided a plan, or it lacks the detail we need to suppo
- If there is missing, incomplete, or erroneous information the ticket assignee should highlight the deficiencies and provide any insight that may be helpful to correcting them to the user.
- The ticket assignee may opt to use the `Upgrade Request Missing Info` macro in Zendesk to request for missing information.
1. (Optional) When the required information has been collected, the assignee can reach out to any of the folks with an `Upgrade` or `Upgrade Assistance` focus on the [Skills by Subject](http://gitlab-com.gitlab.io/support/team-pages/skills-by-subject.html?search=Upgrade) page to pair or offer insight asynchronously.
1. If the customer requests to have the optional 30-minute call for a final review, send a personal one time use Calendly link for a 30 minute meeting at least 2-3 days in advance of when the customer plans to upgrade their GitLab instance.
1. If the customer requests to have the optional 30-minute call for a final review, send a personal one time use Reclaim calendar link for a 30 minute meeting at least 2-3 days in advance of when the customer plans to upgrade their GitLab instance.
- If the reviewing engineer needs to hand off the ticket, they **must** sync up with the engineer who will be performing the final review to ensure proper handoff.
1. Once the user has scheduled the upgrade, the ticket assignee should put the ticket in an `on-hold` state until the customer has confirmed that the upgrade has been successfully completed.
