Zendesk: Rename Omnibus and Source options under GitLab Install Type
Problem Statement
GitLab Install Type field in Zendesk lists GitLab specific terms Source
and Omnibus
among other general options (Docker
, Kubernetes
)
A growing number of new customer users do not appear to know what "Omnibus" is, and understandably so (it is a detail specific to us).
They end up selecting "Source" as their install type as a result, because the other two clear options of "Docker" and "Kubernetes" are something they understand they do not use.
This causes confusion in sending instructions such as rake commands over the ticket. Source installs are extremely rare in expanding enterprise install base.
Proposal
Rename the terms to make them generic enough for more users to understand:
Rename:
-
Omnibus
toLinux Package (Omnibus)
-
Source
toSelf Compiled (Source)
DRI
@hchouraria will act as the DRI for this issue.
Required Resources
- I will need to pair with support-ops to accomplish this.
Potential Roadblocks/Things to consider
- Existing data interfaces of these fields with other teams may break and they'll need updating
- Existing charts/metrics tracked using the current values may require changes to continue working with new and historic values
Desired Outcome
Fewer new tickets with "Source" (or its renamed equivalent) selected as the GitLab Install Type
.
Zendesk Search / Explore can track the install field type data, and trends in its volume per value.
Future feedback regarding this issue should likely have a new issue created (with this one linked to them) so it can be discussed and rectified via support-ops.
Related Issues/MRs/Epics/Tickets
From a simple Zendesk search of "selected source install type":
- https://gitlab.zendesk.com/agent/tickets/181840
- https://gitlab.zendesk.com/agent/tickets/212728
- https://gitlab.zendesk.com/agent/tickets/168067
- https://gitlab.zendesk.com/agent/tickets/195185
- https://gitlab.zendesk.com/agent/tickets/175360
- https://gitlab.zendesk.com/agent/tickets/194352