Update 2FA workflows/macros as needed and have 90% of large customers with verified domain
OKR: https://gitlab.com/gitlab-com/gitlab-OKRs/-/work_items/4227
Once gitlab-org/gitlab#372401 (closed) is implemented, group owners will be able to disable 2FA for their users, but only if the users are current members and "Enterprise" users (provisioned by the group).
We should do two things:
- Update our 2FA workflows/macro wording to encourage use of this feature.
- Look for all orgs using the "large customer" workflow. If the group is using SSO and especially if it's enforced, then check whether all current users are Enterprise users. If not, speak with their CSM (TAM) about converting their users (through domain verification).
- Same for highest 2FA ticket count orgs.
Dashboard on 2FA ticket count by week (internal): https://gitlab.zendesk.com/explore/dashboard/357B0E19E86728CA72BF184879ED91D9534F8310BAFBC28E1AE7DE33DAC5299F
2FA removals by org (internal): https://gitlab.zendesk.com/explore#/pivot-table/connection/8687851/report/157551552
Status list (internal): https://docs.google.com/spreadsheets/d/1tWHbLb7IgPSIh0bOoBkwOsmPR2E-I21vs8Esild81_U/edit#gid=0
Action items
-
Notify relevant CSMs of availability of feature and any current limitations. Encourage verified domains. -
Update ZD notes for relevant orgs -
Notify CSMs again once limitations are resolved - Update ZD to encourage group owners to set up verified domain once auto-claim is available
-
macro: https://gitlab.com/gitlab-com/support/support-ops/zendesk-global/macros/-/merge_requests/546 -
trigger: https://gitlab.com/gitlab-com/support/support-ops/zendesk-global/triggers/-/merge_requests/265 -
review macro/trigger to make more prominent after claiming release | https://gitlab.com/gitlab-com/support/support-ops/zendesk-global/macros/-/merge_requests/614
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Update Handbook 2FA self-serve section | gitlab-com/content-sites/handbook!757 (merged) - Announce | Rolled in with #5114 (closed)
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Look into getting domain verification added to customer onboarding via CS | Already in https://docs.google.com/presentation/d/1fsIFLcecs6nQxR7g5MHDTT71tx3b1aW9b3d2RX6ZOLk/edit#slide=id.g255add58397_0_454
Edited by Cynthia "Arty" Ng