Service desk should be given more prominence in the UI
Description
The Service Desk is a valuable but underused feature. This is, in part, because it is not necessarily a feature our users are aware of or fully understand.
Proposal
In order to make this feature more visible, it should be given its own UI underneath Issues and its own link in the sidebar.
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In the first iteration, when you click on the
Service desk
link in the navigation, it goes to a version of the issues page, with the author filter set to the GitLab Support Bot. It defaults to the open tab. So it will show all open Service desk issues. This is a special version of the issues page because the search filter is locked to filtering the author to the GitLab Support Bot. However, you can search/filter by other elements. Just the author filter is locked. -
Be sure to remove the
x
in the author filter, since it's locked. Also, you cannot remove the author filter with any other interaction. You can't backspace/delete it with your keyboard. -
There is some explanatory text at the top of the page, with a mailto link, a link to project settings, and a link to the Service desk docs.
Design
- Copy:
**Use Service desk to connect with your users (e.g. to offer customer support) through email right inside GitLab.**
Have your users email incoming+victorwu/acme-lawncare-ios@gitlab.com. Those emails automatically become
issues (with the comments becoming the email conversation) listed here. [Read more]
GitLab issue tracker on
- Show Service desk navigation element. Also:
SD off | SD on | |
---|---|---|
Non-empty state (i.e. At least one result in search+filters) | ||
Empty state (i.e no results in search+filters) |
GitLab issue tracker off
- Do not show Service desk navigation element.
Documentation blurb
Overview
Giving Service desk
a dedicated space in the UI will increase awareness while making it easier for users to take full advantage of this feature. GitLab admins will see a clear path to creating a support workflow.
Use cases
Link to Service desk details: https://docs.gitlab.com/ee/user/project/service_desk.html
Feature checklist
Make sure these are completed before closing the issue, with a link to the relevant commit.
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Feature assurance -
Documentation -
Added to features.yml