RFC: Tickets, Queueing, and discoverability
Request for comments
Need
In a similar vein to #3691 (closed) after the Assignment Model (and associated queues) was adopted I'd like to discuss how tickets are being handled and make sure we're addressing edge cases to ensure customers are handled efficiently & expediently. Some edge cases I see in our current assignment / queuing system:
- Tickets for engineers out-of-office are not visible to other engineers (preventing transparancy into which tickets may breach)
- Ad-hoc on-ticket collaboration is much less common
- When I started at GitLab finding suggestions on tickets was inclusive and encouraged belonging
- The
AMER+All Regions Needs Assignee
queue gets filled with breached tickets
Approach
We've used the assignment model for a few months now and we should revisit it and look for GitLab focused improvements. Some suggestions:
- Engineer pods with a shared ticket view to enable collaboration
- An "Out of Office" queue, surfacing tickets for engineers who are out of the office
- A collaboration queue, specifically for tickets where more eyes might be valuable
Benefit
Improving ticket handling will increase customer satisfaction and empower the support team further.
Ask
What can we do to improve collaboration and our general ticket handling? All Regions tickets are already left unassigned; what can we do to surface other tickets that, for whatever reason, are being missed?