Remove references to deprecated super form and outdated ASE info

1. Zendesk Account ID

1. Zendesk User (ASE) ID

The Zendesk-titled columns help everyone to find the correct account in Zendesk

and to manage Zendesk configuration for automatic ticket assignment.

The Zendesk-titled columns help everyone to find the correct account in Zendesk.

Since ASEs don't have access to Salesforce, coordinate with your manager

to find the necessary details. Then, submit an MR to add the full entry for

#### Manager Instructions

To get the correct Account ID and User ID, follow the guidance provided on the

[Support Super Form](https://support-super-form-gitlab-com-support-support-op-651f22e90ce6d7.gitlab.io/)

with the following options chosen:

   1. The `What is this request concerning?` option should be

      `Modifications to a Zendesk Global Organization`

   1. The `What kind of modification are you looking to make?` should be

      `Set an Assigned Support Engineer for an organization`

Click on the `What is the Zendesk organization's ID?` field and take the steps

described on the right side.

Then click on the

`What is the Zendesk user ID of the assigned support engineer? (put None to remove the current ASE)`

field and take the steps described on the right side.

Add the ASE to SFDC Account Team as "Assigned Support Engineer". Go to the Account record in Salesforce -> **Account Team** list:

1. Click Add (or Add Default Team / Edit Team as appropriate).

Repeat this for each of your ASE accounts. This ensures SFDC can identify you as the ASE for that account when new Cases are created.

### Auto-assign the customer's tickets

There might be times when the account contacts will make it your top

priority to take all of their non-emergency tickets. During those times,

configure automatic assignment of the account's tickets in

Zendesk. Auto-assignment of customer tickets has two prerequisites:

1. There must be a named ASE for the organization in Zendesk

1. There must be an ASE-related `Product Charge` in the subscription in

   Salesforce

For both of these, please contact your manager and request that:

1. They file a request using the

   [Support Super Form](https://support-super-form-gitlab-com-support-support-op-651f22e90ce6d7.gitlab.io/)

   and select the following options:

   1. The `What is this request concerning?` option should be

      `Modifications to a Zendesk Global Organization`

   1. The `What kind of modification are you looking to make?` should be

      `Set an Assigned Support Engineer for an organization`

   The correct organization ID and user ID should have been placed into the

   [README](https://gitlab.com/gitlab-com/support/assigned-support-engineers/-/blob/main/README.md)

   file during the account

   [onboarding](#add-the-account-to-the-assigned-support-engineers-project-readme-file).

   If that has not yet happened, please follow those instructions and then

   return to submit the request for automatic ticket assignment.

   *NOTE*: The request is automated and will create a tracking issue reflecting its status.

1. They verify in Zendesk that the `Subscription: Support Services - ASE` box

   is checked for the account

   product charge listed. If it does not, they should contact Sales Ops

   for assistance.

As you work with the account each week to agree on the prioritization of your

work for them, that might not always include taking all of their tickets. Each

time that changes, just remember to:

1. Ask your manager to make the change in Zendesk

1. Update the Zendesk [org note](#org-note-mentioning-the-ase-and-how-to-treat-the-ticket)

   for the account

### Org Note mentioning the ASE and how to treat the ticket

A customer having an ASE can be a confusing prospect for others in and out of

GitLab Support. How would they know that a specific customer has an ASE?

How should they handle this customer's tickets when the ASE is not

working, or busy? What if the customer creates an emergency ticket?

This is why an organization note in the ticket will prove useful. It will

answer the above questions and guide all interested parties (Support Engineers,

Customer Success Managers, Account Executives, etc.) to the correct workflows for

what to do.

guide all interested parties (Support Engineers, Customer Success Managers, 

Account Executives, etc.) to the correct workflows for what to do.

A good organization note will answer the following questions:

- Who is the Assigned Support Engineer (ASE) for this customer?

- Which region is the ASE located in?

- How to handle tickets that come in outside of the ASE's working hours?

- What should a Support Engineer do with this customer's tickets when the ASE is not available?

- What to do with tickets that predate the introduction of this ASE?

- What to do in case the customer submits an emergency ticket?

This information will come from the contract and from the discussion with the

customer in the [introductory meeting](./introductory-meeting.html).