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Diffstat (limited to 'doc/user/project/service_desk.md')
| -rw-r--r-- | doc/user/project/service_desk.md | 43 |
1 files changed, 28 insertions, 15 deletions
diff --git a/doc/user/project/service_desk.md b/doc/user/project/service_desk.md index d021f259015..ffb1f6a1407 100644 --- a/doc/user/project/service_desk.md +++ b/doc/user/project/service_desk.md @@ -1,6 +1,13 @@ +--- +stage: Plan +group: Certify +info: To determine the technical writer assigned to the Stage/Group associated with this page, see https://about.gitlab.com/handbook/engineering/ux/technical-writing/#designated-technical-writers +--- + # Service Desk **(STARTER)** -> [Introduced](https://gitlab.com/gitlab-org/gitlab/issues/149) in [GitLab Premium 9.1](https://about.gitlab.com/releases/2017/04/22/gitlab-9-1-released/#service-desk-eep). +> - [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/149) in [GitLab Premium](https://about.gitlab.com/pricing/) 9.1. +> - [Moved](https://gitlab.com/gitlab-org/gitlab/-/issues/214839) to [GitLab Starter](https://about.gitlab.com/pricing/) in 13.0. ## Overview @@ -28,14 +35,19 @@ with GitLab CI/CD. Here's how Service Desk will work for you: -1. You'll provide a project-specific email address to your paying customers, who can email you directly from within the app -1. Each email they send creates an issue in the appropriate project -1. Your team members navigate to the Service Desk issue tracker, where they can see new support requests and respond inside associated issues -1. Your team communicates back and forth with the customer to understand the request -1. Your team starts working on implementing code to solve your customer's problem -1. When your team finishes the implementation, whereupon the merge request is merged and the issue is closed automatically -1. The customer will have been attended successfully via email, without having real access to your GitLab instance -1. Your team saved time by not having to leave GitLab (or setup any integrations) to follow up with your customer +1. You provide a project-specific email address to your paying customers, who can email you directly + from within the app. +1. Each email they send creates an issue in the appropriate project. +1. Your team members navigate to the Service Desk issue tracker, where they can see new support + requests and respond inside associated issues. +1. Your team communicates back and forth with the customer to understand the request. +1. Your team starts working on implementing code to solve your customer's problem. +1. When your team finishes the implementation, whereupon the merge request is merged and the issue + is closed automatically. +1. The customer will have been attended successfully via email, without having real access to your + GitLab instance. +1. Your team saved time by not having to leave GitLab (or setup any integrations) to follow up with + your customer. ## How it works @@ -56,7 +68,8 @@ If you have the correct access and a Premium license, you have the option to set Follow these steps to do so: 1. [Set up incoming email](../../administration/incoming_email.md#set-it-up) for the GitLab instance. - This must support [email sub-addressing](../../administration/incoming_email.md#email-sub-addressing). + - We recommend using [email sub-addressing](../../administration/incoming_email.md#email-sub-addressing), + but in GitLab 11.7 and later you can also use [catch-all mailboxes](../../administration/incoming_email.md#catch-all-mailbox). 1. Navigate to your project's **Settings > General** and locate the **Service Desk** section. 1. Enable the **Activate Service Desk** toggle. This reveals a unique email address to email issues to the project. These issues will be [confidential](issues/confidential_issues.md), so they will @@ -83,7 +96,7 @@ navigation's **Issues** menu. ### Using customized email templates - > [Introduced](https://gitlab.com/gitlab-org/gitlab/issues/2460) in [GitLab Premium](https://about.gitlab.com/pricing/) 12.7. + > [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/2460) in [GitLab Premium](https://about.gitlab.com/pricing/) 12.7. When a user submits a new issue using Service Desk, or when a new note is created on a Service Desk issue, an email is sent to the author. @@ -110,14 +123,14 @@ in the email, `%{ISSUE_PATH}` placeholder which will be replaced by ### Using custom email display name -> [Introduced](https://gitlab.com/gitlab-org/gitlab/issues/7529) in GitLab 12.8. +> [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/7529) in GitLab 12.8. You can customize the email display name. Emails sent from Service Desk will have this name in the `From` header. The default display name is `GitLab Support Bot`. ### Using custom email address -> [Introduced](https://gitlab.com/gitlab-org/gitlab/issues/2201) in [GitLab Premium](https://about.gitlab.com/pricing/) 13.0. +> [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/2201) in [GitLab Premium](https://about.gitlab.com/pricing/) 13.0. NOTE: **Note:** This feature is disabled by default. For steps to enable it, see [Enable custom email address](#enable-custom-email-address). @@ -160,12 +173,12 @@ As a result, a new Service Desk issue is created from this email in the `mygroup #### Enable custom email address -This feature comes with the `service_desk_email` feature flag disabled by default. +This feature comes with the `service_desk_custom_address` feature flag disabled by default. To turn on the feature, ask a GitLab administrator with Rails console access to run the following command: ```ruby -Feature.enable(service_desk_email) +Feature.enable(:service_desk_custom_address) ``` The configuration options are the same as for configuring |