Adds Global Support ticket prioritization framework

Lyle Kozloffrequested to merge
lyle-add-global-priorties into master

Why is this change being made?

This MR clarifies global priorities for handling tickets.

Relates to: gitlab-com/support&141

Namely:

  1. First Replies
  2. Unassigned tickets
  3. Your assigned tickets
  4. Everything else

This MR should be viewed in the context of !81989 (merged) which will recenter on getting to 100% assignment.

Author Checklist

  • Provided a concise title for the MR
  • Added a description to this MR explaining the reasons for the proposed change, per say-why-not-just-what
  • Assign this change to the correct DRI
    • If the DRI for the page/s being updated isn’t immediately clear, then assign it to one of the people listed in the "Maintained by" section in on the page being edited.
    • If your manager does not have merge rights, please ask someone to merge it AFTER it has been approved by your manager in #mr-buddies.
    • If the changes relate to any part of the project other than updates to content and/or data files please make sure to ping @gl-static-site-editor in a comment for a review and merge. For example changes to .gitlab-ci.yml, JavaScript/CSS/Ruby code or the layout files. (this requirement has been removed pending identification of a new DRI for the handbook)
Edited by Lyle Kozloff

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