@@ -21,11 +21,3 @@ While there are many functions here, most are involving creating artifacts for o
This is for disabling US Government Support on a SFDC account that currently has an exception on it.
It will create a request issue.
### Create a Zendesk macro
This will handle macro creation, either via automation or via a request issue. For "simple" macros, it fully creates the macro automatically. For "complex" ones, it will create a request issue.
### Create a support ticket on behalf of a prospect or customer
This will handle creating a ticket as an end-user.
@@ -21,12 +21,13 @@ A simple macro is one that only would modify the following:
- Ticket assignment (or removal thereof)
- Adding tags to the ticket
- Adding a public or private comment to a ticket
- Changing the status of a ticket
If a macro would do anything other than those listed items, it is deemed "complex" at this time.
### Simple macros
For the creation of simple macros, the requester would utilize the Support Super Form. A submission from there will provide the processor all the information it needs to fully create the macro (including a managed content file if required).
For the creation of simple macros, the requester would utilize the Zendesk internal forms (for the instance the macro is needed for). A submission from there will generate a ticket, which fires off a webhook to the corresponding instance's ticket processor. The script within the corresponding instance's ticket processor will then generate all the needed files and update the ticket.
### Complex macros
@@ -105,3 +106,8 @@ The process to delete a macro is exactly as described in the [macros documentati
- [Zendesk US Government sync repo](https://gitlab.com/gitlab-support-readiness/zendesk-us-government/macros)
- [Zendesk Global managed content repo](https://gitlab.com/gitlab-com/support/zendesk-global/macros)
- [Zendesk US Government managed content repo](https://gitlab.com/gitlab-com/support/zendesk-us-government/macros)
## Form links
- [Create a macro for Zendesk Global](https://gitlab-internal.zendesk.com/hc/en-us/requests/new?ticket_form_id=22784239213084&tf_22783439650716=custsuppops_ir_category_create_macro)
- [Create a macro for Zendesk US Government](https://gitlab-federal-internal.zendesk.com/hc/en-us/requests/new?ticket_form_id=41826926738708&tf_41825819758484=custsuppops_ir_category_create_macro)
To make it easier for Support Engineers to contribute to things that are managed by Support Operations, data and code have been separated for some items. This approach removes the need for Customer Support Operations to review every change proposed for Zendesk views, macros, triggers and automations.
To make it easier for Support Engineers to contribute to things that are managed by the Customer Support Operations team, data and code have been separated for some items. This approach removes the need for Customer Support Operations to review every change proposed for Zendesk views, macros, triggers and automations.
For any **changes** to the content of Zendesk views, macros, triggers and automations consider their impact first. If your changes go beyond something like fixing a typo or updating a link and have broader repercussions for the team, consider the [Change Management in GitLab Support](/handbook/support/managers/change-management/) handbook page. Otherwise you can suggest your changes directly via a merge request in the relevant managed content project.
@@ -24,7 +24,6 @@ Refer to the corresponding projects and create a merge request with your changes
-[gitlab-com/support/support-pages](https://gitlab.com/gitlab-com/support/support-pages)(also known as articles)
Whether you're proposing minor changes directly or something bigger following an RFC discussion, tag a Support Manager for review and ask them to merge the changes. Once changes have been merged in one of these projects, you'll notice that the `Sync Stage` badge says `Awaiting Deployment` on the project overview page. This indicates that there's changes in the project that will be rolled out during the next regular deployment.
@@ -37,23 +36,42 @@ The objective of these is to either delete files no longer in use or to raise is
#### Macros
- If you want to edit the wording of a macro, make an MR to the repo (Zendesk Global or Zendesk US Government).
- If you want to make non-wording changes (renaming it, add/removing options, etc.), use the [Support Super Form](https://support-super-form-gitlab-com-support-support-op-651f22e90ce6d7.gitlab.io/) 'Edit a Zendesk macro' option.
-**NOTE** If a managed content file is needed (as you selected a `Public` or `Private` comment would be used), the Support Super Form will create a placeholder file for you (if said file does not exist). For the quickest resolution, it is best to *not* create the managed content file before your submission of the Support Super Form.
- If you want to deactivate a macro, use the [Support Super Form](https://support-super-form-gitlab-com-support-support-op-651f22e90ce6d7.gitlab.io/) 'Edit a Zendesk macro' option.
-**NOTE** If the macro has a managed content file, **only** deactivate the file after Support Ops confirms the macro has been deactivated in Zendesk. This step is important to prevent sync errors in the ZD Macro repo.
- If you want to create a new macro, use the [Support Super Form](https://support-super-form-gitlab-com-support-support-op-651f22e90ce6d7.gitlab.io/) 'Create a Zendesk macro' option.
-**NOTE** If a managed content file is needed (as you selected a `Public` or `Private` comment would be used), the Support Super Form will create a placeholder file for you (if said file does not exist). For the quickest resolution, it is best to *not* create the managed content file before your submission of the Support Super Form.
- If you want to make non-wording changes (renaming it, add/removing options, etc.), create a feature request to the Customer Support Operations team via [this template](https://gitlab.com/gitlab-com/gl-security/corp/cust-support-ops/issue-tracker/-/issues/new?issuable_template=Feature)
- If you want to deactivate a macro, create a feature request to the Customer Support Operations team via [this template](https://gitlab.com/gitlab-com/gl-security/corp/cust-support-ops/issue-tracker/-/issues/new?issuable_template=Feature)
- If you want to create a "simple" macro, use the Zendesk internal form for the corresponding Zendesk instance:
-[Zendesk US Government](https://gitlab-federal-internal.zendesk.com/hc/en-us/requests/new?ticket_form_id=41826926738708&tf_41825819758484=custsuppops_ir_category_create_macro)
-**NOTE** If a managed content file is needed (as you selected a `Public` or `Internal` comment would be used), the automations will create a placeholder file for you (if said file does not exist). For the quickest resolution, it is best to *not* create the managed content file before your ticket submission.
- If you want to create an "advanced" macro, create a feature request to the Customer Support Operations team via [this template](https://gitlab.com/gitlab-com/gl-security/corp/cust-support-ops/issue-tracker/-/issues/new?issuable_template=Feature)
-**NOTE** It is required you create the managed content file before filing the request to avoid significant delays
- To discuss a macro (but not actually action on anything), use a support-team-meta issue.
#### Simple vs Advanced Macros
A simple macro is one that only would modify the following:
- Ticket assignment (or removal thereof)
- Adding tags to the ticket
- Adding a public or private comment to a ticket
- Changing the status of a ticket
Anything beyond that would make it an "advanced" macro.
#### Organizations
Modifications to Zendesk organizations can be made through the use of the [Support Super Form](https://support-super-form-gitlab-com-support-support-op-651f22e90ce6d7.gitlab.io/)
Select modifications to Zendesk organizations can be made through the use of the Zendesk internal form for the corresponding Zendesk instance:
-[Zendesk US Government](https://gitlab-federal-internal.zendesk.com/hc/en-us/requests/new?ticket_form_id=41826926738708)
The modifications allowed are:
- The Support Super Form will walk you through making your modification. If an option does not appear in the list of available choices, it cannot currently be modified.
- Add or remove a project collaboration ID
- Add or remove an ASE (support leadership only)
To make changes to a Global organization's note you would use [the Zendesk Global Organizations project](https://gitlab.com/gitlab-com/support/zendesk-global/organizations) to modify an organizations notes.
For US Government Organizations, all organization notes are managed manually by the Customer Support Operations team. Due to the sensitive nature of the organizations, please reach out to Support operations via slack to make changes.
For US Government Organizations, all organization notes are managed manually by the Customer Support Operations team. Due to the sensitive nature of the organizations, please reach out to the Customer Support Operations team via slack to make changes.
