Abuse report management

What questions are you trying to answer?

Is the functionality for managing abuse reports on a large GitLab installation such as GitLab.com sufficient to the task?

Also of interest, but second-order: is the functionality for reporting abuse up to scratch?

What assumptions do you have?

GitLab.com support use the "abuse reports" functionality in the administrative panel to manage reports. Abuse reports can be high-volume, and it's important to respond to them in a timely manner.

Ultimately, what would you like to get out of the research?

A set of concrete proposals to reduce the overhead of managing abuse reports

What's the latest date that the research will still be useful to you?

No particular deadline

Untrained observations :p

The "abuse reports" functionality is currently undocumented: https://gitlab.com/gitlab-org/gitlab-ce/issues/45552

We had an iteration a couple of years ago: https://gitlab.com/gitlab-org/gitlab-ce/issues/4667 but I feel the UX is still sub-optimal.

One thing that particularly strikes me is that there's no good way to reject an abuse report while also sending feedback to the reporter.

Another is that the clicky-clicky burden of the page seems high. Our support team use this daily on GitLab.com, and I'm curious what coping strategies they have for this.

The vertical space per report also seems excessive, and there's a great deal of unused horizontal space.