Common Requests Quick Reference
Purpose
This quick reference is a compilation of common support requests and includes context for why the request occurs, links to existing reference material, "live" ticket examples and special handling notes. This reference is intended to be used by new support team members.
Account Access
- Example Tickets
- Special Handling Notes:
- Reference Material
General Finance Requests
- Example Tickets
- Special Handling Notes:
- Reference Material
Change Plan
-
Example Tickets
- [Purchase while on trial ]
- [Wants a quote for purchase ]
- User accidentally upgraded plan for personal instead of group
- [Wants to cancel/refund, is within 45 days of purchase ]
- Wants to cancel/refund, is not within 45 days of purchase
- Wants to cancel/refund, is not within 45 days of purchase
- Special Handling Notes:
- Reference Material
Dormant Username
-
Example Tickets
- Requested username is deemed Active, contacted owner successfully
- Requested username is deemed Active, request denied
- Requested username is deemed Inactive, request approved
- Requested username is deemed Inactive, unconfirmed account created >90 days
- Requested username is deemed Inactive, request approved
- Special Handling Notes:
- Reference Material
Related to Security
- Example Tickets
- Special Handling Notes: Contact Security on Slack (example) to find out why user was blocked
- Reference Material
Tools Used by Request Type
Request | Risk Factor Worksheet | API Username Lookup | GitLab.com Admin | Customers Portal - Admin | Mailgun |
---|---|---|---|---|---|
2FA | X | X | X | ||
Password Reset | X | X | X | ||
Invoice Request | X | ||||
Change Credit Card | X | ||||
Cancel Trial | X | ||||
Cancel Account + Refund | X | ||||
Dormant Username | X | X | |||
Blocked by Security |
@gl-support @dotcom-support
Edited by Amanda Rueda