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To submit a request for support for a prospect please use the [Customer Support Internal Requests](https://gitlab-internal.zendesk.com/hc/en-us/requests/new?ticket_form_id=22783651259548) form. Within the form under the section `What is this request concerning?` you should select the option `Create a support ticket on behalf of a customer or prospect`.
If you have any questions or problems as you fill out the form, please ask in the `#support-operations` Slack channel.
If you have any questions or problems as you fill out the form, please ask in the `#customer_support_systems` Slack channel.
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1. Topics that fall into our general out-of-scope [definition](https://about.gitlab.com/support/statement-of-support/#out-of-scope).
1. Tickets for which there is *no acceptable business-case provided* that justifies additional attention.
1. Tickets missing the customer Organization information ("Needs Org"). Instead: Review requirements in our Needs Org workflow, and ping in the `#support_operations` Slack channel.
1. Tickets that do not appear to have the correct SLA assigned to them. Instead: Review requirements in our [SLA workflow](/handbook/support/workflows/sla_and_views), and ping in the `#support_operations` Slack channel.
1. Tickets missing the customer Organization information ("Needs Org"). Instead: Review requirements in our Needs Org workflow, and ping in the `#customer_support_systems` Slack channel.
1. Tickets that do not appear to have the correct SLA assigned to them. Instead: Review requirements in our [SLA workflow](/handbook/support/workflows/sla_and_views/), and ping in the `#customer_support_systems` Slack channel.
## Submitting a Support Ticket Attention Request (STAR) / Starring a ticket
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1. Follow the steps in Zendesk [documentation](https://support.zendesk.com/hc/en-us/articles/4408846470170-Redacting-ticket-content#ariaid-title4).
1. Let the user know what actions you have taken and why. Request the user to rotate any secrets that may have been shared.
If you don't see the option to redact, it is likely that you are not assigned to one of the authorized roles (you can check your role in Zendesk profile). In this case, please reach out to `#support_operations` or `#support_leadership` in Slack to request deletion. Zendesk roles that have access to redact:
If you don't see the option to redact, it is likely that you are not assigned to one of the authorized roles (you can check your role in your Zendesk profile). In this case, please reach out to `#customer_support_systems` or `#support_leadership` in Slack to request deletion. Zendesk roles that have access to redact:
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1. Be sure you have access to the
[**Support - Time Off**](https://calendar.google.com/calendar/embed?src=gitlab.com_as6a088eo3mrvbo57n5kddmgdg%40group.calendar.google.com)
team calendar.
1. You should have been granted access during Support Onboarding. If you don't have it, verify whether you are part of the Support Google Group (supportteam@); if you are not, ask to be added (as per the rolebased entitlements) via the #support_operations Slack channel (cc @jcolyer).
1. You should have been granted access during Support Onboarding. If you don't have it, verify whether you are part of the Support Google Group (supportteam@); if you are not, ask to be added (as per the role-based entitlements) in the #customer_support_systems Slack channel (cc @jcolyer).
1. Set up the Google Calendar integration with Time Off by Deel, so that you do not need to populate your personal and "Support - Time Off" calendars manually.
1. In Slack, click the `+` sign next to 'Apps' at the bottom of the left sidebar
