Clarify ZenDesk spam instructions: Different permissions and methods, but same outcome (dbfc956f) · Commits · GitLab.com / Content Sites / handbook

content/handbook/support/workflows/assets/zendesk-mark-as-spam.png

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content/handbook/support/workflows/marking_tickets_as_spam.md

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		### Marking tickets as spam in Zendesk

		Sometimes it can be necessary to mark a ticket as spam in Zendesk. There are two ways to do it:
		Sometimes it can be necessary to mark a ticket as spam in Zendesk.
		This suspends the end-user, and they won't be able to
		submit tickets or access our Service Desk anymore.

		Recommended way: click the arrow in the right part of a ticket and select `Mark as spam`:
		There are two methods to mark a ticket as spam, depending on your permissions:

		![Zendesk Mark as Spam](/handbook/support/workflows/assets/zendesk-mark-as-spam.png)
		1. For `Zendesk administrators` and Support agents with `Support Staff - CMOC` role:
		- Click the dropdown menu on the right side of the ticket
		- Select `Mark as spam`

		Marking a ticket as spam using this method suspends the end-user, and they won't be able to
		submit tickets or access our Service Desk anymore. If you are unsure this measure should be applied, use the alternative method below.

		Alternative method: open the ticket and select [Spam macro](https://gitlab.com/gitlab-com/support/support-ops/zendesk-global/macros/-/blob/master/macros/active/Unsorted/Spam.yaml) in the list of macros.
		It will add a tag and solve the ticket once applied. The CSAT survey won't be sent for tickets with this tag.

		Note: When the `Spam macro` is applied, the Zendesk ticket will not automatically refresh. To ensure that the ticket as been correctly marked as spam, please refresh the Zendesk ticket. If the ticket results in a 404 error, it means it has been successfully marked as spam.

		For more details about spam in Zendesk, see the issue [Managing Spam Tickets](https://gitlab.com/gitlab-com/support/support-team-meta/issues/1775).
		1. For all other Support agents:
		- Apply the [`Spam` macro](https://gitlab.com/gitlab-support-readiness/zendesk-global/macros/-/blob/master/data/active/Unsorted/Spam.yaml)
		- This will solve the ticket without sending a CSAT survey.

content/handbook/support/workflows/setting_ticket_priority.md

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		@@ -6,7 +6,7 @@ description: How to set and change priority for a ZenDesk ticket.

		## Definitions

		The [definitions of support impact](https://about.gitlab.com/support/definitions/#definitions-of-support-impact) are in the Statment of Support.
		The [definitions of support impact](https://about.gitlab.com/support/definitions/#definitions-of-support-impact) are in the Statement of Support.

		## Setting Ticket Priority

content/handbook/support/workflows/support_operations-on-call.md

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		@@ -6,14 +6,14 @@ description: "Describes the role and responsibilities for the Support Operations

		## Introduction

		The Support Readiness team mantains an on-call rotation for those members focused on Support Operations. This rotation ensures that the support team is always able to deliver support.
		The Support Readiness team maintains an on-call rotation for those members focused on Support Operations. This rotation ensures that the support team is always able to deliver support.

		## Expectations for Support Ops On-call

		As part of [GitLab Support on-call](/handbook/support/on-call/), Support Readiness members focused on Operations serve in a rotation. The Support Ops on-call is responsible generally for:

		1. Address operational emergencies that affect GitLab's ability to deliver support.
		1. Work with Support Managers to develop and communicate interim plans to provide continuity in serivce delivery while root cause analysis is in progress.
		1. Work with Support Managers to develop and communicate interim plans to provide continuity in service delivery while root cause analysis is in progress.
		1. Identify and address root causes

		## Manually triggering a PagerDuty notification

content/handbook/support/workflows/usgovernment_tickets.md

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		@@ -87,7 +87,7 @@ If you need a manager's help with a ticket, please keep in mind that only US Cit

		### Discussion issues from tickets

		In order to better facilite asynchronous collaboration on tickets within the US Government ticket system, we have a macro which allows US Government support engineers to trigger the creation of a confidential GitLab issue connected with the ticket. This issue will be open for the duration of the ticket and can provide a way for US Government support engineers to relay information to collaborators.
		In order to better facilitate asynchronous collaboration on tickets within the US Government ticket system, we have a macro which allows US Government support engineers to trigger the creation of a confidential GitLab issue connected with the ticket. This issue will be open for the duration of the ticket and can provide a way for US Government support engineers to relay information to collaborators.

		**NOTE:
		It is important to never included any customer specific information inside of these issues, because even though they are confidential, they are still visible to people who do not have access to the US Government ticket system.**
		@@ -118,7 +118,7 @@ A short post call synopsis reminding the customer of what artifacts were collect

		## US Government Shift Engineer Workflow

		The US Government shift engineers are a hybrid role between US Government support and global support, they work in both support portals. This workflow outlines the heirarchy of priorities for shift engineers to follow:
		The US Government shift engineers are a hybrid role between US Government support and global support, they work in both support portals. This workflow outlines the hierarchy of priorities for shift engineers to follow:

		1. US Government Emergencies (while on-call)
		1. US Government High priority cases for 24x7 Eligible customers ([24x7 Entitled Customers view](https://gitlab-federal-support.zendesk.com/agent/filters/20166453511316))