Commit b5b9c924 authored by Keven Hughes's avatar Keven Hughes
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Update internal support workflow page -> how to file internal request, clarity... 

Update internal support workflow page -> how to file internal request, clarity on LnR specific tickets
parent 12948861

content/handbook/support/internal-support/_index.md

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@@ -47,7 +47,7 @@ If your customer contacts you requiring technical support, the following options 


1. When directing your customer to the **GitLab Support Portal**, please inform them that they should ensure they have been [added as a support contact](https://about.gitlab.com/support/managing-support-contacts/) for their organization otherwise their tickets may be auto-closed (except for Licensing and Renewals tickets). Aligned with this, if your customer requires their colleagues to be able to also submit a support ticket then will also need to provide a list of managed contacts. A customer can add or manage support contacts by following the inscriptions in [Managing contacts](https://about.gitlab.com/support/managing-support-contacts/). Please note that encouraging customers to have a valid support portal account will help streamline the support process and ensure a smoother experience for both the customers and our support team.



1. To request adjustments to licenses, subscriptions, renewals, trials, trial extensions, temp licenses, etc., you can [open an Internal Request](#internal-requests) on behalf of the customer (more details [below](#internal-requests)).

1. To request adjustments to licenses, subscriptions, renewals, trials, trial extensions, temp licenses, etc., you can [open an LnR Internal Request](#internal-requests) (more details [below](#internal-requests)).

    - **Note:** If the customer already has a license/subscription, and is getting errors while applying it, it's best for the customer to open a Support ticket directly with us.

    - **Note:** To submit the form you must have a [Zendesk Light Agent account](#requesting-a-zendesk-light-agent-account), which all GitLab team members can request. The account also enables team members to see customer tickets in Zendesk, and leave notes for the Support team.
@@ -160,7 +160,9 @@ You can request Support to contact GitLab.com users on your behalf. Here are som 


### Internal Requests



All internal requests regarding licensing, subscriptions, and trials period extensions should be filed using the [GitLab Support Internal Request form](https://support-super-form-gitlab-com-support-support-op-651f22e90ce6d7.gitlab.io/). Customers should not be cc'd on Internal Requests.

All internal requests regarding licensing, subscriptions, and trials should be filed using the [GitLab Support Internal Request form](https://support-super-form-gitlab-com-support-support-op-651f22e90ce6d7.gitlab.io/). Once on the form, select the appropriate Global or US Government URL for `L&R Internal Request`. Ensure that you have selected the `L&R Internal Request` form rather than `Customer Support Internal Request` as these route to separate queues and may otherwise cause delays for you and your customer or prospect.



**Customers should not be cc'd on Internal Requests.**



#### Internal Request SLO