Add reference to emergency Support form

| I want to see tickets | Get a [Light Agent ZenDesk account](#requesting-a-zendesk-light-agent-account). |

| My customer can't open a ticket (or they get closed)  | Make sure they are a [support contact](https://about.gitlab.com/support/managing-support-contacts/#managing-contacts). Or maybe, [they can't log into ZenDesk](#if-a-customer-cannot-login-to-gitlab-support-zendesk--customer-portal).  |

| Customer is asking about a ticket | Check the status of the ticket in Zendesk with your Light Agent account. Reach out to the assigned Support Engineer, or add an internal note with the customers ask. If there is a need, you can open a [Support Ticket Attention Requestion (STAR)](#i-want-to-escalate-a-ticket). If no ticket, [open one](#requesting-support-for-customers) .|

| My customer has [an emergency](https://about.gitlab.com/support/definitions/#Definitions%20of%20Support%20Impact)! | The customer must send a **new** [email](https://internal.gitlab.com/handbook/support/workflows/raising-an-emergency) (internal) to [trigger an emergency](https://about.gitlab.com/support/#how-to-trigger-emergency-support). If not an emergency, you can [STAR it](#i-want-to-escalate-a-ticket). |

| My customer has [an emergency](https://about.gitlab.com/support/definitions/#Definitions%20of%20Support%20Impact)! | If a Support entitled customer needs to raise an emergency they should first attempt to do so via the support portal forms listed in [How to engage emergency support](https://about.gitlab.com/support/#how-to-trigger-emergency-support). If the form is not available or reachable for the customer, they may also send a **new** [email](https://internal.gitlab.com/handbook/support/workflows/raising-an-emergency) (internal). If the issue does not meet Support's definition of an emergency, you can open a [STAR](#i-want-to-escalate-a-ticket). |

| My customer has a subscription / license issue  | If a [ticket with the customer](#requesting-support-for-customers) is not possible, open [an internal request](#internal-requests).  |

This is not an exhaustive list. For anything else you believe the Support team covers, please check the table of contents or search this page.