Deprecating or changing the behavior of the Community form
Problem Statement
What is the problem?
We have a Community form in Zendesk. We mention this form in the workflow Triaging tickets - Overall Flow.
It used to be a form we used for free users, with the idea being others could go into it and work tickets there if time allowed. Since we've largely moved away from giving free support, we rarely use this form. If an Agent changes the ticket form to Community, the ticket will be out of SGGs, so it might be easily lost.
cc @jcolyer as we discussed it in Slack (warning: 90 days retention).
Why is this a problem?
It is not good when we have tickets that are not visible in SGG views. If they are not assigned to anyone, it will be really hard to find them.
Proposal
I suggest 2 options:
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As the form is not actively used, we may remove it. Based on ZD search, totally there were 550 tickets with this form overall, and only 16 were moved to the Community form this year. At the moment, there are no such tickets at all.
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If we think that the form should still exist, we should change its behavior, and the tickets with the Community form should remain visible in SGGs.
DRI
@atanayno will act as the DRI for this issue.
Required Resources
Help from the Support Operations team to implement it
Potential Roadblocks/Things to consider
If we decide to remove the form, we will need to clean up all the references to this form from the workflow https://about.gitlab.com/handbook/support/workflows/ticket_triage.html#overall-flow.
Desired Outcome
What does success look like?
Tickets won't be lost for many days/months.
Related Issues/MRs/Epics/Tickets
Recent examples of such tickets: