GitLab / Incubation Engineering - Service Desk

The August showcase announces the release of custom email for Service Desk in beta in 16.4. We also explore new focus areas and take a look at automation with gitlab-triage and multiple external participants on issues.

Showcase-Issue: https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/15

Find all videos in the playlist of the Service Desk SEG:
https://www.youtube.com/playlist?list=PL05JrBw4t0KoB04jd7TCRs9AHOms3hVsZ

You can find all resources on the Service Desk SEG handbook page :
https://about.gitlab.com/handbook/engineering/incubation/service-desk/

Please subscribe to this GitLab issue if you would like to receive notifications for all future updates:
https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/3

Additionally, you may have a look at the feature exploration issue:
https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/2

If you want to learn more about Incubation Engineering at GitLab, please visit
https://about.gitlab.com/handbook/engineering/incubation/

Chapters
0:00 Intro
0:26 Custom email for Service Desk
1:27 Next focus
2:23 Goals

Configure a custom email address to show as the sender of your support communication. Maintain brand identity and instill confidence among support requesters with a domain they recognize.

This video showcases the custom email feature for Service Desk. It's available in #GitLab 16.4 on GitLab SaaS and Self-Managed in #Beta.

See the documentation for additional information: https://docs.gitlab.com/ee/user/project/service_desk/configure.html#custom-email-address

#devsecops #devops #servicedesk #customerservice #helpdesk #customemail

0:00 Intro
0:22 Configuration
1:07 Verification
1:31 Enable and send a test email
2:12 Prerequisites
2:29 Share feedback

In the June showcase we walk you through the Service Desk custom email settings page workflow, the current development and state of the feature, and the plan to release it in Beta in 16.3 or 16.4. We also talk about `service_desk_email` and why we renamed it in the documentation to "additional Service Desk alias email".

Showcase-Issue: https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/14

Find all videos in the playlist of the Service Desk SEG:
https://www.youtube.com/playlist?list=PL05JrBw4t0KoB04jd7TCRs9AHOms3hVsZ

You can find all resources on the Service Desk SEG handbook page :
https://about.gitlab.com/handbook/engineering/incubation/service-desk/

Please subscribe to this GitLab issue if you would like to receive notifications for all future updates:
https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/3

Additionally, you may have a look at the feature exploration issue:
https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/2

If you want to learn more about Incubation Engineering at GitLab, please visit
https://about.gitlab.com/handbook/engineering/incubation/

Chapters
0:00 Intro
0:30 Service Desk documentation
1:40 Service Desk custom email
4:42 Goals

Showcase-Issue: https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/13

Find all videos in the playlist of the Service Desk SEG:
https://www.youtube.com/playlist?list=PL05JrBw4t0KoB04jd7TCRs9AHOms3hVsZ

You can find all resources on the Service Desk SEG handbook page :
https://about.gitlab.com/handbook/engineering/incubation/service-desk/

Please subscribe to this GitLab issue if you would like to receive notifications for all future updates:
https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/3

Additionally, you may have a look at the feature exploration issue:
https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/2

If you want to learn more about Incubation Engineering at GitLab, please visit
https://about.gitlab.com/handbook/engineering/incubation/

Chapters
0:00 Intro
0:16 Service Desk updates
1:03 Custom email address
2:48 Email ingestion
5:07 AI
6:15 Goals

This is the March 2023 Showcase for GitLab Service Desk SEG. We released native attachments for Service Desk emails, which allows external participants to receive uploads to a comment as a native email attachment. We also decided to deprecate the sidekiq delivery method for mail_room email ingestion in favor of the webhook delivery method. I made progress on custom email verification, including a new verification model, a move to a dedicated model for email credentials and merge requests for three verification email.

Showcase-Issue: https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/12

Find all videos in the playlist of the Service Desk SEG:
https://www.youtube.com/playlist?list=PL05JrBw4t0KoB04jd7TCRs9AHOms3hVsZ

You can find all resources on the Service Desk SEG handbook page :
https://about.gitlab.com/handbook/engineering/incubation/service-desk/

Please subscribe to this GitLab issue if you would like to receive notifications for all future updates:
https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/3

Additionally you may have a look at the feature exploration issue:
https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/2

If you want to learn more about Incubation Engineering at GitLab, please visit
https://about.gitlab.com/handbook/engineering/incubation/

Chapters
0:00 Intro
0:26 Native attachments for Service Desk emails
0:54 Deprecate sidekiq delivery method
2:28 Progress on custom email verification
4:55 Goals

Discover the latest updates and developments in GitLab's Service Desk SEG, including the addition of native attachments for external participants and results from customer interviews. We’ll dig deeper into challenges with multiple issue email participants and the progress on custom email verification, as well as issues with forwarding emails in Microsoft O365.

Update-Issue: https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/11

You can find all resources on the Service Desk SEG handbook page :
https://about.gitlab.com/handbook/engineering/incubation/service-desk/

Please subscribe to this GitLab issue if you would like to receive notifications for all future updates:
https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/3

Additionally you may have a look at the feature exploration issue:
https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/2

If you want to learn more about Incubation Engineering at GitLab, please visit
https://about.gitlab.com/handbook/engineering/incubation/

Chapters
0:00 Intro
0:15 Native attachments
0:59 Customer interviews
2:29 Custom email address verification

This is the February 2023 Showcase for GitLab Service Desk SEG, highlighting recent developments and goals for the upcoming month. Marc discusses why he made the decision to work on documentation and an architectural concept and the current state of customizable email addresses for Service Desk. He also outlines metrics for measuring success and growth, and sets a goal for the upcoming month to have the custom email verification process merged and a preview of the UI available.

Showcase-Issue: https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/10

Find all videos in the playlist of the Service Desk SEG:
https://www.youtube.com/playlist?list=PL05JrBw4t0KoB04jd7TCRs9AHOms3hVsZ

You can find all resources on the Service Desk SEG handbook page :
https://about.gitlab.com/handbook/engineering/incubation/service-desk/

Please subscribe to this GitLab issue if you would like to receive notifications for all future updates:
https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/3

Additionally you may have a look at the feature exploration issue:
https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/2

If you want to learn more about Incubation Engineering at GitLab, please visit
https://about.gitlab.com/handbook/engineering/incubation/

Chapters
0:00 Intro
0:28 Restructuring and documentation
1:54 Redact Service Desk email addresses in issues
2:07 Custom email verification process
3:15 Goals

This is the forth update video for the GitLab Service Desk Single Engineer Group. With GitLab 15.9 there will be a first smaller release of a feature of this SEG. If you access a service desk issue without at least the Reporter role for the project, you won't be able to see the email addresses of the issue author and all email participants. We also improved our documentation for our internal Service Desk development. And the next bigger chunk in delivering customizable email addresses for Service Desk is now in review: Custom email address verification.

Update-Issue: https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/9
Custom email address verification Merge Request: https://gitlab.com/gitlab-org/gitlab/-/merge_requests/111303

You can find all resources on the Service Desk SEG handbook page :
https://about.gitlab.com/handbook/engineering/incubation/service-desk/

Please subscribe to this GitLab issue if you would like to receive notifications for all future updates:
https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/3

Additionally you may have a look at the feature exploration issue:
https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/2

If you want to learn more about Incubation Engineering at GitLab, please visit
https://about.gitlab.com/handbook/engineering/incubation/

Chapters
0:00 Intro
0:14 Obfuscate issue email participants
0:46 How to set up Service Desk in GDK
1:15 Custom email address verification

This video is meant to provide a step by step introduction on how to set up mail_room, Incoming email and Service Desk email in GitLab Development Kit.

It should be suitable for both engineers and non engineers.

How to: https://gitlab.com/gitlab-org/gitlab-development-kit/-/blob/main/doc/howto/service_desk_mail_room.md

This video showcases everything from the start of the Service Desk SEG to today and adds the goals for the upcoming month.

Recently we added monthly showcases to our video process, so expect to see a monthly showcase of Service Desk at the end of February with new goals for the next month.

Showcase-Issue: https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/8

Find all videos in the playlist of the Service Desk SEG:
https://www.youtube.com/playlist?list=PL05JrBw4t0KoB04jd7TCRs9AHOms3hVsZ

You can find all resources on the Service Desk SEG handbook page :
https://about.gitlab.com/handbook/engineering/incubation/service-desk/

Please subscribe to this GitLab issue if you would like to receive notifications for all future updates:
https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/3

Additionally you may have a look at the feature exploration issue:
https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/2

If you want to learn more about Incubation Engineering at GitLab, please visit
https://about.gitlab.com/handbook/engineering/incubation/

Chapters
0:00 Intro
0:36 Vision
2:05 Recent Work
4:21 Next Goals

This is the third update video for the GitLab Service Desk Single Engineer Group. Service Desk is now part of the company vision. Marc showcases the functionality for the foundation work for customizable email addresses and also teases the current work around custom email address verification. Additionally he presents a solution to obfuscate private data in Service Desk issues based on the user role in a project.

Update-Issue: https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/7
Custom email foundation Merge Request: https://gitlab.com/gitlab-org/gitlab/-/merge_requests/108017
Tasks for customizable email addresses proposal: https://gitlab.com/gitlab-org/gitlab/-/issues/329990#proposal
Obfuscate issue email participants Merge Request: https://gitlab.com/gitlab-org/gitlab/-/merge_requests/108901

You can find all resources on the Service Desk SEG handbook page :
https://about.gitlab.com/handbook/engineering/incubation/service-desk/

Please subscribe to this GitLab issue if you would like to receive notifications for all future updates:
https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/3

Additionally you may have a look at the feature exploration issue:
https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/2

If you want to learn more about Incubation Engineering at GitLab, please visit
https://about.gitlab.com/handbook/engineering/incubation/

Chapters
0:00 Intro
0:14 Service Desk in company vision
0:28 Custom email address foundation
1:58 Custom email address verification
4:08 Obfuscate issue email participants
5:46 Outro

This is the second update video for the GitLab Service Desk Single Engineer Group. Marc gives a short summary of the first update, presents the first MR for customisable email addresses and a task breakdown for the work ahead.

Showcased Merge Request: https://gitlab.com/gitlab-org/gitlab/-/merge_requests/108017
Feature Flag rollout issue: https://gitlab.com/gitlab-org/gitlab/-/issues/387003
Update-Issue: https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/6

You can find all resources on the Service Desk SEG handbook page :
https://about.gitlab.com/handbook/engineering/incubation/service-desk/

Please subscribe to this GitLab issue if you would like to receive notifications for all future updates:
https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/3

Additionally you may have a look at the feature exploration issue:
https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/2

If you want to learn more about Incubation Engineering at GitLab, please visit
https://about.gitlab.com/handbook/engineering/incubation/

Chapters
0:00 Intro
0:15 Update 1 summary
0:43 First MR for customisable email address
2:22 Task breakdown

This is the first update video for the GitLab Service Desk Single Engineer Group. Marc walks us through his vision for Service Desk and explains his first steps in iterating on custom email addresses on a per project basis.

You can find all resources on the Service Desk SEG handbook page :
https://about.gitlab.com/handbook/engineering/incubation/service-desk/

Please subscribe to this GitLab issue if you would like to receive notifications for all future updates:
https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/3

Additionally you may have a look at the feature exploration issue:
https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/2

If you want to learn more about Incubation Engineering at GitLab, please visit
https://about.gitlab.com/handbook/engineering/incubation/

Chapters
0:00 Intro
0:16 SEG Vision for GitLab Service Desk
1:37 How E-Mails are used in GitLab
3:34 E-Mail problem summary
4:10 Custom E-Mail Address Solution Path
5:05 Outro