Using Duo to summarise ZD tickets

Request for comments

Need

It is often challenging to keep track of activities and actions performed during the handling of customer tickets, especially long-running interactions. For someone unfamiliar or new to the ticket, it can be time consuming to read through and understand the current status and what actions were taken.

Approach

Could we consider a 'summarise this ticket' option directly in Zendesk?

Below is a summary by Duo when asked to summarise the text from a ticket: 554114 (Internal link)

  1. The customer, [Customer Name], reported issues with receiving token expiry notifications in their GitLab Dedicated instances (both production and pre-production).

  2. The support engineer, Chris Stone, investigated the issue and found that:

    • Group access token expiry notifications are only sent to group owners, not maintainers, contrary to what was stated in the documentation.
    • Project access token expiry notifications should be sent to project owners and maintainers.
    • Token expiry notifications are security emails that are always sent, with no admin configuration to disable them.

  3. Chris created two issues to address the discrepancies:

    • An issue to fix the documentation regarding group access token notifications.
    • An issue to improve logging for bot token expiry notification handling.

  4. The customer provided test data for both pre-production and production instances, but was still not receiving notifications as expected.

  5. Chris requested additional information (bot usernames) to further investigate the issue and is working with the Dedicated team to trace email delivery.

  6. The customer was asked to check with their IT team for any inbound email logs around 1 AM when the notifications are sent.

  7. Chris confirmed that there are no admin settings that would stop sending/receiving token expiry notifications to applicable users.

  8. The investigation is ongoing, with both GitLab support and the customer's IT team looking into the email delivery issue.

Next steps:

  • Await response from the customer's IT team regarding inbound email logs.
  • Continue investigation with the GitLab Dedicated team to trace email delivery.
  • Follow up on the created issues to improve documentation and logging.

Benefit

  • Reduced time in getting up to speed when taking assignment of the ticket, by way of hand-over or otherwise. Also for anyone needing to review the ticket in a timely way, e.g. STAR requests etc.
  • Identify salient points that may otherwise have been missed
  • Ability to provide a summary at the conclusion of the ticket

Competition / Alternatives

  • Do nothing and continue to manually review, which could be time consuming.