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New account related ticket form

Problem statement

  1. We currently maintain numerous account-related problem types under two separate drop-down menus in the .COM ticket form.
  2. This creates challenges in reporting on these types of tickets and contributes to a situation where we under-represent the effects of these tickets in our workflows and reporting.
  3. Support engineers focusing on .com tickets need to look through many different ticket types which makes work inefficient as there is a lot of context switching between 'account' problems and tickets about using the GitLab product.

In order to be able to :

  1. Easily and accurately report on these type of tickets.
  2. Achieve better customer experience by providing a clear path to opening account-related tickets.
  3. Optimize our automation for these types of tickets.
  4. Help Support Engineers be more efficient

I’m suggesting that we create a separate ticket form to handle all of these tickets.

Current situation :

We have 2 dropdowns on the ticket forms that contain account-related problem types:

.COM Bronze, Silver, Gold selected:

  • Two-factor authentication.
  • Forgot password
  • Dormant username request
  • Did not receive confirmation email.
  • General Question/Other.
  • ‘NULL’

.COM Free user selected:

  • Did not receive confirmation email.
  • Dormant Username Request.
  • Forgot password.
  • Two-factor authentication.
  • ‘NULL’

Suggested modification :

Remove the mentioned problem types and consolidate them under a new ticket form. Create a new ticket form - ‘gitlab.com User and Group Account Access.’ (tentative name) with the following characteristics:

  1. Placed at the top of our ticket from the dropdown.
  2. Routing/tagging will be based on the current SLA types - same as for .COM
  3. Containing the following ticket fields:
  • “Your email address” (mandatory field)
  • “Tell us about your GitLab subscription” (mandatory field)

(Bronze, Silver, Gold, Free, Sales assisted trial)

  • “Company Name associated with your subscription” - If not free under option 2
  • “Email associated with your subscription” - If not free under option 2
  • “GItLab.com Username” (mandatory field)
  • “Problem type” (mandatory field)
  1. Two-factor authentication.
  2. Forgot password.
  3. Did not receive a confirmation email.
  4. Dormant username request.
  5. Other.
  • Subject (mandatory field)
  • Description (mandatory field)
  • Priority
  • Prefered Region for Support (mandatory field)

Views for Support Engineers

For support engineers working in Zendesk we can make these tickets appear separately from other .com tickets.

This could either be:

  • A new view in Zendesk".com user/group accounts"
  • Or grouping tickets by ticket form in one of the existing .com views