Mid-ticket feedback

This guide covers mid-ticket feedback at GitLab, including customer submission and processing workflows.

Understanding mid-ticket feedback

What is mid-ticket feedback

Mid-ticket feedback is a system of forms and processors that takes feedback from customers (intended to come after ticket creation but before the CES survey).

Components of mid-ticket feedback

Form

This is the actual survey form used by customers. The exact link used depends on the Zendesk instance the customer is utilizing:

• Zendesk Global
• Zendesk US Government

Submissions from the form are sent to Workato.

Processor

This is what receives the responses from the form and processes them.

How mid-ticket feedback works

Once a customer submits the feedback form, the submission is sent to Workato. This is then used to trigger a CI/CD pipeline in the processor project for the corresponding Zendesk instance. This CI/CD pipeline then runs the bin/process script, which does the following:

• Checks if a ticket URL was provided
  • If one was not, it exits with a 0 status code
• Checks if the feedback type provided is valid
  • If one was not, it exits with a 0 status code
• Checks if the ticket is closed
  • If it is, it exits with a 0 status code
• Adds an internal comment to the ticket (including adding a feedback tag)
• Creates an issue in the Customer Feedback project
• Posts to Slack
  • If for Zendesk US Government, all feedback submissions are posted to Slack
  • If for Zendesk Global, only feedback submissions requesting manager contact are posted to Slack

Requesting changes as a non-admin

To make changes to the Zendesk Global mid-ticket feedback form, you will want to speak with the Customer Support team for their workflows.

For anything else, please create a Feature Request issue (as it will require manual intervention by the Customer Support Operations team).

Administrator tasks

Modifying the form

To modify the mid-ticket feedback form, you will need to create a MR in the project repo. The exact changes being made will depend on the request itself.

After a peer reviews and approves your MR, you can merge the MR. Being this is an Ad-hoc deployment type, the changes will be live immediately.

Modifying the processor

To modify the mid-ticket feedback processor, you will need to create a MR in the project repo. The exact changes being made will depend on the request itself.

After a peer reviews and approves your MR, you can merge the MR. Being this is an Ad-hoc deployment type, the changes will be live immediately.

Common issues and troubleshooting

This is a living section that will have items added to it as needed.