Mid-ticket feedback is a system of forms and processors that takes feedback from customers (intended to come after ticket creation but before the [CES survey](/handbook/security/customer-support-operations/zendesk/satisfaction/#ces-surveys)).
### Components of mid-ticket feedback
#### Form
This is the actual survey form used by customers. The exact link used depends on the Zendesk instance the customer is utilizing:
-[Zendesk US Government](https://support.gitlab.io/us-federal-customer-feedback/)
Submissions from the form are sent to Workato.
#### Processor
This is what receives the responses from the form and processes them.
### How mid-ticket feedback works
Once a customer submits the feedback form, the submission is sent to Workato. This is then used to trigger a CI/CD pipeline in the processor project for the corresponding Zendesk instance. This CI/CD pipeline then runs the `bin/process` script, which does the following:
- Checks if a ticket URL was provided
- If one was not, it exits with a 0 status code
- Checks if the feedback type provided is valid
- If one was not, it exits with a 0 status code
- Checks if the ticket is closed
- If it is, it exits with a 0 status code
- Adds an internal comment to the ticket (including adding a feedback tag)
- Creates an issue in the [Customer Feedback project](https://gitlab.com/gitlab-com/support/feedback)
- Posts to Slack
- If for Zendesk US Government, all feedback submissions are posted to Slack
- If for Zendesk Global, only feedback submissions requesting manager contact are posted to Slack
## Requesting changes as a non-admin
To make changes to the Zendesk Global mid-ticket feedback form, you will want to speak with the Customer Support team for their workflows.
For anything else, please create a [Feature Request issue](https://gitlab.com/gitlab-com/gl-security/corp/cust-support-ops/issue-tracker/-/issues/new?description_template=Feature)(as it will require manual intervention by the Customer Support Operations team).
## Administrator tasks
{{% alert title="Note" color="primary" %}}
- This action requires `Developer` level access to the projects.
{{% /alert %}}
### Modifying the form
{{% alert title="Warning" color="warning" %}}
- This should only be done if there is a corresponding request issue (Feature Request, Administrative, Bug, etc.). If one does not exist, you should first create one (and let it go through the standard process before working it).
- This only applies for Zendesk US Government, as Zendesk Global is managed by the Customer Support team.
{{% /alert %}}
To modify the mid-ticket feedback form, you will need to create a MR in the project repo. The exact changes being made will depend on the request itself.
After a peer reviews and approves your MR, you can merge the MR. Being this is an `Ad-hoc` deployment type, the changes will be live immediately.
### Modifying the processor
{{% alert title="Warning" color="warning" %}}
- This should only be done if there is a corresponding request issue (Feature Request, Administrative, Bug, etc.). If one does not exist, you should first create one (and let it go through the standard process before working it).
{{% /alert %}}
To modify the mid-ticket feedback processor, you will need to create a MR in the project repo. The exact changes being made will depend on the request itself.
After a peer reviews and approves your MR, you can merge the MR. Being this is an `Ad-hoc` deployment type, the changes will be live immediately.
## Common issues and troubleshooting
This is a living section that will have items added to it as needed.
