GitLab / 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

We are rewriting Service Desk issues list for a unified experience and UX improvements.

You can find more information here: https://gitlab.com/groups/gitlab-org/-/epics/11202

You can reach out with feedback in this issue: https://gitlab.com/gitlab-org/gitlab/-/issues/419387

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

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