Customer Support Operations

Purpose

The purpose of Customer Support Operations is to enable GitLab to provide delightful customer experiences by:

• equipping the Customer Support team with knowledge, tools, and data to optimize productivity and efficiently solve customer problems.
• equipping our customers and wider GitLab with the data, knowledge, and insights to prevent customer problems before they occur.
• delivering delightful experiences to both our own internal and external customers.

Meet the team

Working with us

• Use this template if you want something new or modified
• Use this template to file a bug report

Or you can reach out to us in Slack via #support_operations.

Issue flowchart

graph TD;
  Start--> Triage;
  Triage--> Type;
  Type-->|Bug| BugDevelopment
  Type-->|Feature| FeaturePlanning
  BugDevelopment--> BugValidation
  BugValidation--> BugValidated
  BugValidated-->|No| BugDevelopment
  BugValidated-->|Yes| Implementation
  FeaturePlanning--> FeatureScheduling
  FeatureScheduling--> FeatureIsItTime
  FeatureIsItTime-->|No| FeatureQueued
  FeatureIsItTime-->|Yes| FeatureDevelopment
  FeatureDevelopment--> FeatureValidation
  FeatureQueued--> FeatureIsItTime
  FeatureValidation--> FeatureValidated
  FeatureValidated-->|No| FeatureDevelopment
  FeatureValidated-->|Yes| Implementation
  Implementation--> Completion
  Completion--> End
  Start(Issue created)
  Triage(Triage stage)
  Type{Request type?}
  BugDevelopment(Development stage)
  BugValidation(Validation stage)
  BugValidated{Was it validated?}
  FeaturePlanning(Planning stage)
  FeatureScheduling(Scheduling stage)
  FeatureIsItTime{Is it being worked in the current iteration?}
  FeatureQueued(Queued stage)
  FeatureDevelopment(Development stage)
  FeatureValidation(Validation stage)
  FeatureValidated{Was it validated?}
  Implementation(Implementation stage)
  Completion(Completion stage)
  End(Issue closed)

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