Add section on ticket feedback CSMs receive via email
Why is this change being made?
As discussed in https://gitlab.com/gitlab-com/customer-success/csm/-/issues/710, it's not clear or easy to provide feedback received directly from customers to the support team. It turns out there is a documented process, but it isn't very well known at all. Not even the support folks participating in the issue pointed it out
This MR adds a section to the CSM and Support Interaction handbook page that links to the documented process.
Author Checklist
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Provided a concise title for this Merge Request (MR) -
Added a description to this MR explaining the reasons for the proposed change, per say why, not just what - Copy/paste the Slack conversation to document it for later, or upload screenshots. Verify that no confidential data is added.
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Assign reviewers for this MR to the correct Directly Responsible Individual/s (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
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section 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 DRI for the page/s being updated isn’t immediately clear, then assign it to one of the people listed in the
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If the changes affect team members, or warrant an announcement in another way, please consider posting an update in #whats-happening-at-gitlab linking to this MR - If this is a change that directly impacts the majority of global team members, it should be a candidate for #company-fyi. Please work with internal communications and check the handbook for examples.