GitLab / Support Training - Ticket Management & Communications

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GitLab / Support Training - Ticket Management & Communications

These are all the meetings we have in "Support Training - T…" (part of the organization "GitLab"). Click into individual meeting pages to watch the recording and search or read the transcript.

24 May 2023

A brief demonstration of how to use the Zendesk fields and macros introduced on 2023-05-24 for managing and tracking customer calls.
  • 1 participant
  • 4 minutes
help
scheduling
gitlab
support
message
calls
ticket
guided
zendesk
synchronaut
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27 Oct 2022

2022 version of a video originally made by Lee Matos.

Link to presentation: https://docs.google.com/presentation/d/10SpbXwBy5f_zQ42RJexOuquRQ7CcsFcL4dKwev6ErIc/edit?usp=sharing
  • 2 participants
  • 53 minutes
gitlab
git
github
giddly
debugging
version
support
presentation
getting
lee
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24 May 2021

No description provided.
  • 2 participants
  • 8 minutes
customer
thinking
understanding
interaction
message
topic
talking
bother
bringing
ticket
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24 May 2021

No description provided.
  • 1 participant
  • 1 minute
obstacles
ticket
problem
encountered
customer
situation
need
handle
section
moving
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24 May 2021

No description provided.
  • 6 participants
  • 7 minutes
customer
waiting
ticket
trying
process
frustration
concern
offer
nagging
manage
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24 May 2021

No description provided.
  • 1 participant
  • 2 minutes
worry
meet
missed
message
approach
ask
ticket
talk
reschedule
weren
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24 May 2021

No description provided.
  • 2 participants
  • 9 minutes
inconvenience
ticket
obnoxious
customers
frustrated
message
policy
talking
sorry
waiting
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24 May 2021

No description provided.
  • 2 participants
  • 4 minutes
customers
problem
mistake
advice
embarrassed
kind
worse
message
people
talking
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24 May 2021

No description provided.
  • 1 participant
  • 1 minute
preparation
awareness
interaction
talked
ensuring
customer
bringing
moment
end
stay
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19 Feb 2021

No description provided.
  • 1 participant
  • 4 minutes
message
timing
manage
decisions
worry
sla
fluff
acknowledging
disagree
gitlab
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19 Feb 2021

No description provided.
  • 1 participant
  • 5 minutes
planning
scheduling
customers
minutes
needs
efficiently
understanding
preparation
concerns
smaller
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18 Feb 2021

No description provided.
  • 5 participants
  • 10 minutes
educating
customers
consultation
explain
involve
advocating
knowledge
informed
thinking
improving
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18 Feb 2021

No description provided.
  • 1 participant
  • 3 minutes
customer
conversation
knowledge
respect
educating
people
contacting
asking
ongoing
helping
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18 Feb 2021

No description provided.
  • 1 participant
  • 6 minutes
thinking
idea
advise
plan
decision
understand
ticket
message
customer
writing
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18 Feb 2021

No description provided.
  • 1 participant
  • 1 minute
conclude
end
close
loop
cyclical
interaction
workflow
things
think
module
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18 Feb 2021

No description provided.
  • 1 participant
  • <1 minute
reminder
important
zendesk
message
documents
doing
work
participate
ticket
macro
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18 Feb 2021

No description provided.
  • 2 participants
  • 8 minutes
ticket
closing
end
resolving
confirmation
situational
customers
dissatisfied
periodically
point
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18 Feb 2021

No description provided.
  • 3 participants
  • 7 minutes
ticket
message
invitation
note
guidelines
criticism
suggest
sorry
customers
experience
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18 Feb 2021

No description provided.
  • 1 participant
  • 1 minute
documentation
maintaining
documented
document
information
updated
closing
customers
things
ticket
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17 Feb 2021

No description provided.
  • 1 participant
  • <1 minute
customer
interaction
experience
purpose
manage
exchange
idea
today
talk
zoom
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17 Feb 2021

No description provided.
  • 1 participant
  • 2 minutes
manage
scheduled
customer
time
late
meet
communicate
important
valuing
respect
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17 Feb 2021

No description provided.
  • 2 participants
  • 8 minutes
troubleshooting
customers
efficient
process
scheduled
plan
multitasking
thinking
training
asynchronously
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16 Feb 2021

No description provided.
  • 4 participants
  • 10 minutes
possibility
suggestion
asks
consider
customer
need
offer
feasibly
problem
reply
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16 Feb 2021

No description provided.
  • 1 participant
  • 2 minutes
customer
expertise
competent
need
expectations
decision
involved
additional
process
talking
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16 Feb 2021

No description provided.
  • 4 participants
  • 10 minutes
pushback
customer
requests
complaint
issue
frustrated
troubleshoot
respond
company
updates
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16 Feb 2021

No description provided.
  • 2 participants
  • 7 minutes
mistakes
recovering
problems
failure
situations
competency
helping
customer
forgiving
shouldn
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16 Feb 2021

No description provided.
  • 1 participant
  • 5 minutes
apology
apologize
empathy
complaining
recovery
fix
customers
problem
responsibility
experience
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16 Feb 2021

No description provided.
  • 1 participant
  • 3 minutes
blaming
mistake
saying
kindness
talking
loyalty
situation
advice
customer
powerless
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16 Feb 2021

No description provided.
  • 3 participants
  • 9 minutes
considering
thinking
problematic
advice
said
disagreements
question
doubt
inconvenience
conversation
youtube image

16 Feb 2021

No description provided.
  • 1 participant
  • <1 minute
customer
customers
understanding
review
needs
important
reminder
circumstances
care
skills
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15 Feb 2021

No description provided.
  • 1 participant
  • 4 minutes
past
notice
important
brief
remember
restating
happen
prior
conversation
current
youtube image

15 Feb 2021

No description provided.
  • 2 participants
  • 8 minutes
future
plan
thinking
impending
present
current
actions
trouble
deadline
moving
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15 Feb 2021

No description provided.
  • 1 participant
  • 3 minutes
closings
closing
wrap
final
customer
having
thoughts
talking
personal
integrity
youtube image

15 Feb 2021

No description provided.
  • 3 participants
  • 2 minutes
response
example
explain
understands
introduced
good
helpful
engineer
transparent
fluff
youtube image

15 Feb 2021

No description provided.
  • 1 participant
  • 4 minutes
attention
matters
communication
message
important
thinking
correctly
customer
conveys
competency
youtube image

15 Feb 2021

No description provided.
  • 1 participant
  • 1 minute
summarize
macro
important
message
fine
zendesk
think
set
customer
immediately
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15 Feb 2021

No description provided.
  • 1 participant
  • 1 minute
outcomes
customers
positive
product
thinking
priorities
advocating
problems
situation
understanding
youtube image

15 Feb 2021

No description provided.
  • 1 participant
  • 1 minute
customers
customer
business
motivations
understanding
needs
intention
thinking
priorities
communicating
youtube image

15 Feb 2021

No description provided.
  • 3 participants
  • 5 minutes
customers
managed
company
provider
licensing
demanding
personal
representing
discussion
timeliness
youtube image

15 Feb 2021

No description provided.
  • 3 participants
  • 11 minutes
interests
idea
suggest
consider
position
options
situations
motivations
based
customers
youtube image

15 Feb 2021

No description provided.
  • 1 participant
  • 4 minutes
asking
problem
need
allow
help
involve
thinking
approach
options
customer
youtube image

12 Feb 2021

No description provided.
  • 1 participant
  • 1 minute
clarify
communicating
communication
talk
clear
standard
today
providing
thoroughly
topics
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12 Feb 2021

No description provided.
  • 2 participants
  • 3 minutes
regular
customer
tickets
consistent
contact
guideline
hours
daily
general
expectations
youtube image

12 Feb 2021

No description provided.
  • 1 participant
  • 1 minute
zoom
behavior
communicate
customer
use
channels
ticket
expected
question
90
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12 Feb 2021

No description provided.
  • 3 participants
  • 2 minutes
appropriate
customer
need
calls
usually
zoo
quickly
going
hour
tickets
youtube image

12 Feb 2021

No description provided.
  • 3 participants
  • 6 minutes
caleb
discussion
suggestion
calls
talked
communication
unnecessarily
empathy
push
admins
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12 Feb 2021

No description provided.
  • 1 participant
  • 3 minutes
customer
schedule
expect
behaviors
contact
informed
wait
reasonable
frustrated
talked
youtube image

12 Feb 2021

No description provided.
  • 6 participants
  • 13 minutes
commitments
worthwhile
important
notice
manage
schedule
customers
stress
minutes
patience
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12 Feb 2021

No description provided.
  • 3 participants
  • 9 minutes
expectations
changes
challenging
repetition
plans
thinking
realize
mistake
customer
deadline
youtube image

12 Feb 2021

No description provided.
  • 1 participant
  • 2 minutes
communication
clarify
talking
topic
final
current
providing
greeting
future
ticket
youtube image

12 Feb 2021

No description provided.
  • 5 participants
  • 15 minutes
inclusion
clarifying
ticket
confirmation
message
important
hassle
noticed
thinking
response
youtube image

11 Feb 2021

No description provided.
  • 1 participant
  • 3 minutes
support
refresher
training
customers
gitlab
important
managed
everybody
sharing
troubleshooting
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11 Feb 2021

No description provided.
  • 1 participant
  • 3 minutes
guidance
responsibility
stewardship
support
practices
experience
coordinating
providing
effort
attention
youtube image

11 Feb 2021

No description provided.
  • 1 participant
  • <1 minute
course
module
educate
interaction
connect
days
clarify
outcomes
final
tuesday
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11 Feb 2021

No description provided.
  • 1 participant
  • 1 minute
connect
connection
engagement
relate
relationships
listening
rapport
customers
topics
today
youtube image

11 Feb 2021

No description provided.
  • 2 participants
  • 3 minutes
rapport
talking
communicating
relationship
friendship
working
definition
started
asking
caitlyn
youtube image

11 Feb 2021

No description provided.
  • 4 participants
  • 7 minutes
rapport
customers
relationship
important
valuable
talking
trusting
everybody
agree
offer
youtube image

11 Feb 2021

No description provided.
  • 3 participants
  • 4 minutes
customer
ticket
assignment
communicating
contributed
suggestion
point
transition
frustrating
perspective
youtube image

11 Feb 2021

No description provided.
  • 2 participants
  • 7 minutes
greeting
greetings
greet
salutation
polite
communicating
people
customer
annoying
casual
youtube image

11 Feb 2021

No description provided.
  • 1 participant
  • 4 minutes
customers
relationship
needs
understanding
emotional
account
topic
talking
twice
experience
youtube image

11 Feb 2021

No description provided.
  • 1 participant
  • <1 minute
customer
customers
experiences
remember
good
think
important
like
thing
did
youtube image

11 Feb 2021

No description provided.
  • 1 participant
  • 2 minutes
customers
needs
need
customer
humans
important
competent
service
likability
fears
youtube image

11 Feb 2021

No description provided.
  • 1 participant
  • 1 minute
fears
customer
likability
feel
consider
question
experience
needs
people
react
youtube image

11 Feb 2021

No description provided.
  • 1 participant
  • <1 minute
customers
needs
behaviors
talked
fears
discussion
think
support
significant
like
youtube image

11 Feb 2021

No description provided.
  • 1 participant
  • 1 minute
customers
connect
important
aware
needs
fears
think
deliver
talked
feels
youtube image

11 Feb 2021

No description provided.
  • 1 participant
  • 1 minute
customers
customer
needs
aware
critical
examples
talking
like
audience
categorize
youtube image

11 Feb 2021

No description provided.
  • 1 participant
  • 2 minutes
customers
customer
awareness
thinking
doubter
experience
discussion
tips
people
class
youtube image

11 Feb 2021

No description provided.
  • 1 participant
  • 4 minutes
customers
phrasing
acknowledging
example
wording
saying
respond
excellent
talking
anxious
youtube image

11 Feb 2021

No description provided.
  • 1 participant
  • 4 minutes
customer
addressing
communication
ticket
preferences
important
advise
personalizing
practices
organization
youtube image

11 Feb 2021

No description provided.
  • 4 participants
  • 7 minutes
message
listening
understanding
hearing
sense
catching
receive
suggest
toss
reaching
youtube image

11 Feb 2021

No description provided.
  • 1 participant
  • 2 minutes
comprehending
listening
validating
attention
hearing
talking
addressed
customers
communications
kind
youtube image

11 Feb 2021

No description provided.
  • 1 participant
  • 2 minutes
reflect
validate
complicated
facts
habit
correctly
customers
talking
aren
getting
youtube image

11 Feb 2021

No description provided.
  • 1 participant
  • 3 minutes
empathizing
emotions
emotion
angry
frustrated
situation
responding
customer
apologizing
talk
youtube image

11 Feb 2021

No description provided.
  • 1 participant
  • 3 minutes
needs
expectations
customers
trying
hurried
problem
plan
consider
resolutions
getting
youtube image