Freshdesk Integration

Description

Ticket elevation and/or information share between Gitlab and Freshdesk. The most likely outcome of this being a Freshdesk <=> Gitlab connector.

Proposal

Links / references

Documentation blurb

Overview

Like with many other ticketing systems, the ability for a support organisation to pass tickets to a developer and/or engineering organisation is a pretty standard feature. Freshdesk is currently unsupported by Gitlab but demand is present (ie, my organisation but several others also as specified in this freshdesk feature suggestion link https://support.freshdesk.com/support/discussions/topics/315180) so I propose that Gitlab add this or work with Freshdesk to improve this area.

Use cases

Support staff need to escalate a ticket to engineering staff for which the primary tracking tool is gitlab.

Feature checklist