Customize Service Desk to reflect our business, not GitLab specifically
Problem to solve
We want to use the service desk module to communicate with our customers, but our customers have no relationship with GitLab, and any -- atleast prominent -- mention of GitLab, like having the sender be "GitLab Support Bot" will only serve to confuse them. Not everyone knows what a "bot" is, either.
More so, the auto-response template being used is severely lacking in customizability, and offers little to no real information to the customer in regards to us as a company, or the status of the issue.
Being able to define the name of the support-bot user, or even assign a different user to its tasks would make it more "official" and professional for the company behind the service desk.
Being able to customize the e-mail templates would allow you to convey information which in turn might help the user solve the issue themselves. At the very least, know that we have more readily available information than they might know about, such as a FAQ, video tutorials, guides, etc.
- Add ability to change the name of the support-bot user, so that responses can reflect the company (I.e. Google Service Desk, Amazon Support etc.)
- Add ability to customize e-mail templates for support (or everything) so that responses can contain valuable information or checks, such as "Did you check our FAQ for your question?", "We have video tutorials available here", etc.
- Add ability to keep the customer apprised of the status of their issue