Support Page Tile Changes and Redesign

Problem Statement

Finding "Support" and having a streamlined experience is hard to navigate currently. the customer journey is difficult to find support, search is showing many users are asking "how to submit a ticket". The Support Portal Is nested under a support home page and is hard to navigate.

What is the problem?

We need to change the look of the Support Page where customers and internal GitLab find information about support. Because we are moving the support information from about.gitlab.com and redirecting customers/others to our support page, we need the page to be friendly and thorough.

We are currently in process of doing a combined Customer Support Portal for a better customer journey, however, we can still make our support pages better today.

All wording on each of the pages will be updated/changed- Friendlier tone, updated information. These are all in process today.

What does that look like?

These are the (9) Tiles that are available today on support.gitlab.com/hc/en-us. These are all controlled through ZENDESK and should be redesigned . Smaller boxes, wording only. Continue to link to the proper location.

  • Check out Our Documentation: Product Documentation Link
  • GitLab Status Check: GitLab Status Check Link
  • Looking to Speak to a Sales agent? Sales Link
  • Need to Manage your subscription?: Manage Subscriptions Link
  • Knowledge Articles: Knowledge Base (articles page)
  • **Want to learn more about Support? ** Support Page(S)
  • Want more information about licensing? Licensing FAQs Link

Both of these are FORMS that go to ZenDesk

  • Licensing Issues? (ONLY SEEN by logged in users)
  • Submit a request (ONLY AVAILABLE TO LOGGED IN USERS) These forms should be auto-populated with details that help the customer get the right info.
  • Wording on the Submit a ticket form should be updated: Top Yellow bar: Please avoid any specific or sensitive information.
  • Wording on the Licensing Issues form should be updated" Top Yellow bar: Please avoid any specific or sensitive information. Choose Product Type: (GitLab.com, Self-Managed, Dedicated) Choose the Severity of your issue: (2, 3 or 4 options) Choose the Support Region (AMER, APAC, EMEA) Attachments

Want to know more about Support (Tile) goes to 14 Links

These are ALL knowledge article pages. Move these pages to the SIDE (as a list). From List SUPPORT PORTAL Rename to Support User Guide and move to top of list

  • Support Pages
  • Enhanced Support Offerings
  • US Government Support
  • Sensitive Information
  • Scheduling Upgrade Assistance
  • Providing Large Files
  • Support Portal <-- SHOULD BE RENAMED as it is not really a Support Portal. the Top Tile Page should be. The detail within the Knowledge page should and will be updated (wording) SUGGESTION- Support User Guide
  • Managing Support Contacts
  • GitLab Support
  • GitLab.com Specific Support Policies
  • General Policies
  • Definitions
  • Customer Satisfaction
  • Statement of Support
  • Submit feedback to GitLab Support. <-- FORM is https://gitlab-com.gitlab.io/support/customer-feedback/ and should be at the TOP LEVEL PAGE - AND Make it a tile on the page.

Proposal

New layout as shown in the graphic(Below). This page (Support.GitLab.com) will become the "Support Portal".

  • All support wording will be updated (as they are knowledge articles.
  • resources will be added to the Side Panel, and a few key areas will be tiles in the middle: Knowledge base, Customer portal, Contact us
  • All user types should see the same look/feel when logging in (See Figma)
  • The "Support Portal" page nested under the current"want to know more about support" section will be renamed to Support User Guide.
  • All Forms will be added under the "Contact Support" section. Once the button is clicked a page opens that has "Submit a ticket" and other forms needed. (page should hold all forms)
  • Look and feel should match about.gitlab.com as closely as possible (Colors) so that we have a consistent user journey
  • Figma outline here and screenshot here.

Screenshot 2025-09-15 at 10.41.35 AM.png

Depending on who the user is, they will still see the "same design" and the pertinent details to what they need.  that shouldnt change with a redesign of the scheme/color/ etc.   As we want to move to a "contact us" for the FORMS log in would dictate what they see..

  • Unauthenticated User - Clicks on Contact Support Tile:       Sees only Need to submit a ticket? (sign in to submit a ticket to support)
  • SaaS User: Clicks on Contact Support Tile: Sees "Want to request a namespace release?", Encountering downtime?,  Licensing Issues? , Submit a Request
  • Dedicated user: Clicks on Contact Support Tile: Sees "Encountering downtime?", Licensing Issues?, Submit a Request
  •  Partner user:  Clicks on "         "  Sees " Licensing issues?", Submit a Request"
  • Self-Managed User:  Clicks on Contact Support Tile":  Sees: "Encountering downtime?, Licensing Issues, Submit a request

DRI

PERSON will act as the DRI for this issue.

Required Resources

Potential Roadblocks/Things to consider

Desired Outcome

Related Issues/MRs/Epics/Tickets

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Edited by Kirsty Allen