Clarify Customer portal account and GitLab.com account are different on the sign in page
Problem
Every now and then we have customers who encounter problem signing into their customers portal account. When that happens, they would request password reset from https://gitlab.com/users/password/new instead of https://customers.gitlab.com/customers/password/new. This doesn't work in the case of customers port account not having a linked account which is the case for most of Self-Managed customers.
Proposal
Add clarification that the customers portal account is different from GitLab.com account on the sign in page and suggest the customer to reset password from https://customers.gitlab.com/customers/password/new.
Result
The customer know how to get back into their account without the help of support team.
Next steps (if any)
How will we measure success?
Example cases
- https://gitlab.zendesk.com/agent/tickets/381300
- https://gitlab.zendesk.com/agent/tickets/403457
- https://gitlab.zendesk.com/agent/tickets/408581
- https://gitlab.zendesk.com/agent/tickets/414475
- https://gitlab.zendesk.com/agent/tickets/424823
Support Priority Score: 12
Edited by Sokunrotanak Srey (Rotanak)