Service Desk Automation
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Release notes
Automation for service desk empowers teams to implement various automated processes to streamline and enhance the team to fulfill and resolve service desk requests. It helps teams to reduce manual efforts, increase efficiency, and improve the overall customer experience. Here are some key aspects of automation for service desk:
Problem to solve
Today, GitLab users can do the following, non-exhaustive tasks manually, create a customer pipeline/jobs, or build a custom automation solution. These solutions are inadequate, and not flexible, particularly to service desk support personas, who are generally non-develoeprs.
- Close resolved tickets that has not received a confirmation from the requester.
- Send a reminder email that the open request is waiting for input from the requester.
- Triage open/new tickets and apply specific labels
Intended users
- Support Manager
- Support Engineer
User experience goal
Have a GUI-based system to enable non-developer personas to setup, update, and remove automation as needed
Proposal
Further details
Permissions and Security
Documentation
Availability & Testing
Available Tier
Feature Usage Metrics
What does success look like, and how can we measure that?
What is the type of buyer?
Is this a cross-stage feature?
What is the competitive advantage or differentiation for this feature?
Links / references
This page may contain information related to upcoming products, features and functionality. It is important to note that the information presented is for informational purposes only, so please do not rely on the information for purchasing or planning purposes. Just like with all projects, the items mentioned on the page are subject to change or delay, and the development, release, and timing of any products, features, or functionality remain at the sole discretion of GitLab Inc.