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From YouTube: GitLab Reminders App
Description
This video introduces custom Zendesk features created by the GitLab Support Ops team to give Support Engineers a nice way to be able to schedule their ticket work according to the needs of each individual ticket and customer.
A
Hi
this
is
mike
dunninger,
one
of
the
support
engineering
managers.
I
want
to
demonstrate
for
you
today.
Some
custom
features
that
our
support-
ops
team
has
built
for
us
in
zendesk
to
give
support
engineers
a
nice
way
to
be
able
to
schedule
their
ticket
work
according
to
the
needs
of
each
individual
ticket
and
customer
and
without
the
constraints
of
the
sla
clock.
A
These
features
allow
us
to
set
due
dates
and
times
for
any
ticket
in
either
the
on
hold
repenting
state
and
then
to
see
in
a
simple
list
what
tickets
to
work
on
next.
This
will
make
a
lot
more
sense.
Once
I
show
you
one
last
quick
note
before
doing
that,
though,
the
demo
will
be
on
the
most
current
versions
of
our
two
new
apps
version,
1.3
of
the
due
date,
picker
app
and
version
1.5
of
the
get
lab
reminders
app.
So
let's
take
a
look
now
I'll
start
by
sharing
my
screen
with
you.
A
What
you're
looking
at
here
is
a
brand
new
ticket,
we're
going
to
look
at
the
due
date,
app
first
by
looking
at
this
ticket,
so
the
due
date
app
lives
over
in
the
apps
panel
on
the
the
right
side.
If
I
click
on
apps,
this
is
where
it
is.
You
can
see,
there's
an
error
message
there
right
now.
Why
is
that?
A
Okay,
so
now
the
due
date,
picker
shows
what
we
want
to
see
and
as
you
can
see,
it's
really
easy
to
use
we're
just
going
to
select
a
date
when
the
next
task
will
be
due.
We
select
a
time
10
o'clock
in
the
morning
and
we
can
change
the
time
zone
if
we
don't
want
it
to
be
set
to
our
default
time
zone,
and
then
we
can
enter
a
note
about
what
it
is
that
we
want
to
do
before
that
time.
So
maybe
I
want
to
reproduce
the
customer's
problem
on
my
test
system
and
determine.
A
Next
steps:
okay
and
then
I
would
just
click
update
due
date
and
I'd
be
done.
It's
that
easy
before
I
do
that.
I
want
to
call
out
this
one
other
item
about
disable
notifications
which,
by
default,
is
off,
meaning
that
the
app
the
due
date
picker
app,
will
notify
you
by
email
one
hour
before
that
due
date
comes
up,
so
I'm
not
going
to
disable
it
I'll
leave
it
on
I'll
hit,
update
due
date
and
then
you'll
see
it
fills
the
values
in
here
in
the
actual
due
date
and
due
date
notes
fields.
A
So
what
about
sla?
Since
I
mentioned
that
before
in
zendesk,
the
sla
clock
doesn't
run
when
a
ticket
is
on
hold?
That's
why
I
selected
the
on
hold
state
so
that
now
I
can
control
that
clock
so
for
you
to
use
this
and
control
the
schedule
without
violating
sla.
You
just
set
whatever
due
date
and
time
are
appropriate,
be
sure
you
communicate
that
plan
clearly
with
the
customer
and
then
put
the
ticket
on
hold
and
you're
all
set.
A
So
now,
let's
look
at
the
get
lab
reminders
app.
The
reminders
app
is
found
on
the
left
bar
see
the
tanuki
here.
Just
click
on
that
and
you
go
to
this
brand
new
page
ticket
activity
page,
and
here
we
get
four
different
lists,
as
you
can
see
by
the
four
tabs
across
the
top.
Here
we
have
the
task
list,
the
recent
tickets
assigned
tickets
and
cc
tickets
and
we're
going
to
take
a
look
at
the
task
list.
First,
because
that's
the
main
focus
of
what
we're
doing
here.
A
Like
the
second
one
you
see
here,
why
would
you
want
to
do
that?
Well,
that
allows
you
to
set
an
expectation
with
the
customer
as
to
when
you'll
check
back
with
them.
If
they've
not
yet
been
able
to
reply,
so
you
put
the
ticket
in
pending,
you
ask
them
to
do
something,
and
now
you
still
retain
control
and
that
pending
ticket
doesn't
just
fade
off
and
get
automatically
solved.
20
days
later,.
A
A
A
A
The
second
automation
sends
that
notification
email
unless
you've
told
it
not
to
one
hour
before
a
ticket's
due
and
then
the
trigger,
removes
the
notification
sent
tag
after
the
assignee
on
the
ticket
updates
the
ticket
and
that's
it.
We
hope,
you'll
try
out
these
great
new
features.
We
encourage
you
to.
Let
us
know
what
you
like,
what
you
don't
like,
and
what
we
can
improve
thanks
very
much
for
your.