www-gitlab-com merge requestshttps://staging.gitlab.com/gitlab-com/www-gitlab-com/-/merge_requests2016-11-11T00:10:12Zhttps://staging.gitlab.com/gitlab-com/www-gitlab-com/-/merge_requests/3269Support handbook restructure2016-11-11T00:10:12Zusername-removed-444214Support handbook restructureComplete restructure and improvement of the support handbook.
Complete restructure and improvement of the support handbook.
Ernst van NieropErnst van Nierophttps://staging.gitlab.com/gitlab-com/www-gitlab-com/-/merge_requests/3381New Support Knowledge Base2016-11-11T00:10:12Zusername-removed-444214New Support Knowledge Base#### New support knowledge base
![image](/uploads/8ed32ec9dce3b3abd6976de700aaab5a/image.png)
#### TODOs
+ [x] - :bug:: Fix column/row formatting. See "shared infrastructure" in screenshot" - Needs some UI love :hearts:
+ [ ...#### New support knowledge base
![image](/uploads/8ed32ec9dce3b3abd6976de700aaab5a/image.png)
#### TODOs
+ [x] - :bug:: Fix column/row formatting. See "shared infrastructure" in screenshot" - Needs some UI love :hearts:
+ [ ] - :bug:: Fix Twitter mention images
+ [x] - :bug:: Add search back to header
+ [x] - :large_blue_circle:: Add `toc` back to all content pages
+ [ ] - :large_blue_circle:: Build category pages and add links on the right hand side section
+ [ ] - :large_blue_circle:: Add partial hide on more then 5 support articles, button to "view more"
+ [x] - :large_blue_circle:: Link back to support handbook
+ [ ] - :large_blue_circle:: Add documentation in support handbook on "how to contribute" to the support knowledge base. Clarify what content goes here.
Related:
+ https://gitlab.com/gitlab-com/support/issues/73
//cc @gl-supportErnst van NieropErnst van Nierophttps://staging.gitlab.com/gitlab-com/www-gitlab-com/-/merge_requests/3358Use hiring manager. Add timezone.io2016-11-11T00:10:12Zusername-removed-444214Use hiring manager. Add timezone.ioErnst van NieropErnst van Nierophttps://staging.gitlab.com/gitlab-com/www-gitlab-com/-/merge_requests/3424Add KB instructions on SE testing environment2016-11-11T00:10:12Zusername-removed-444214Add KB instructions on SE testing environmentFixes https://gitlab.com/gitlab-com/support/issues/54 - replacing https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/3098
Requires the completion of https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/3381
+ ...Fixes https://gitlab.com/gitlab-com/support/issues/54 - replacing https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/3098
Requires the completion of https://gitlab.com/gitlab-com/www-gitlab-com/merge_requests/3381
+ Instructions on using VMware + Docker
+ Instructions on using Digital Ocean + Docker
+ Include installation of Docker + Docker-Machine
+ Installation of GitLab custom version
cc// @gl-support Ernst van NieropErnst van Nierophttps://staging.gitlab.com/gitlab-com/www-gitlab-com/-/merge_requests/3132Add: Customer Call Best Practices section to Support Handbook2016-11-11T00:10:12Zusername-removed-99889Add: Customer Call Best Practices section to Support HandbookErnst van NieropErnst van Nierophttps://staging.gitlab.com/gitlab-com/www-gitlab-com/-/merge_requests/3732Add profile picture to ZD2016-11-11T00:10:11Zusername-removed-444214Add profile picture to ZD@lbot @athar @cpallares Can you all please add an awesome [profile picture](https://support.zendesk.com/hc/en-us/articles/203690996-Updating-your-user-profile-and-password#topic_rgk_2z2_kh) to your Zendesk account! :frame_with_picture: :...@lbot @athar @cpallares Can you all please add an awesome [profile picture](https://support.zendesk.com/hc/en-us/articles/203690996-Updating-your-user-profile-and-password#topic_rgk_2z2_kh) to your Zendesk account! :frame_with_picture: :tada:Ernst van NieropErnst van Nierophttps://staging.gitlab.com/gitlab-com/www-gitlab-com/-/merge_requests/2722Create Support Policies section. Add information on 2FA removal.2016-11-10T10:51:28Zusername-removed-444214Create Support Policies section. Add information on 2FA removal.Document our 2FA removal process - https://gitlab.com/gitlab-com/support/issues/100#note_13227548
Move policies to new section.
Fixes https://gitlab.com/gitlab-com/support/issues/100Document our 2FA removal process - https://gitlab.com/gitlab-com/support/issues/100#note_13227548
Move policies to new section.
Fixes https://gitlab.com/gitlab-com/support/issues/100https://staging.gitlab.com/gitlab-com/www-gitlab-com/-/merge_requests/2238Specify the use of the ZD play button and Twitter view2016-11-10T10:46:37Zusername-removed-444214Specify the use of the ZD play button and Twitter viewUsing Play mode with the Twitter view will improve workflow and avoid the need to manually "Start by the oldest ticket first"
The ZD views have been modified already.
//cc @balameb @dblessing @cabargas @markglenfletcher @stanhu @ke...Using Play mode with the Twitter view will improve workflow and avoid the need to manually "Start by the oldest ticket first"
The ZD views have been modified already.
//cc @balameb @dblessing @cabargas @markglenfletcher @stanhu @kelvinmutuma https://staging.gitlab.com/gitlab-com/www-gitlab-com/-/merge_requests/3531Clarify "response time" for SLA's2016-10-20T20:36:05Zusername-removed-444214Clarify "response time" for SLA'shttps://gitlab.zendesk.com/agent/tickets/44223https://gitlab.zendesk.com/agent/tickets/44223Ernst van NieropErnst van Nierophttps://staging.gitlab.com/gitlab-com/www-gitlab-com/-/merge_requests/3481Link to Documentation Styleguide2016-10-14T18:56:40ZDe WetLink to Documentation StyleguideI needed to create some documentation for Wiki's, requested here: https://gitlab.zendesk.com/agent/tickets/43291
First wasted a bunch of time trying to look at the directory structure of the current documentation and trying to figure ou...I needed to create some documentation for Wiki's, requested here: https://gitlab.zendesk.com/agent/tickets/43291
First wasted a bunch of time trying to look at the directory structure of the current documentation and trying to figure out where things should go.
Then I found the Styleguide.
Hopefully linking to the Styleguide will save the next person some time, and keep improving the quality of our Docs.Ernst van NieropErnst van Nierophttps://staging.gitlab.com/gitlab-com/www-gitlab-com/-/merge_requests/3393Small tweaks to BootCamp CheckList2016-10-12T21:26:01ZDe WetSmall tweaks to BootCamp CheckListOn a bootcamp that is 80% finished, a lot of time is wasted scrolling over checked boxes, adding boxes to check off sections makes this better. Example: gitlab-com/support#156
Three calls with training manager was a number I made up i...On a bootcamp that is 80% finished, a lot of time is wasted scrolling over checked boxes, adding boxes to check off sections makes this better. Example: gitlab-com/support#156
Three calls with training manager was a number I made up initially. Now I am thinking it should be one, just to pass on tactical knowledge around the ticket answering process.
I think pairing calls to pass on tactical knowledge should be a regular practice on the team, but is better done when there is a known technical topic that can be passed on. So I am only suggesting one call here.Ernst van NieropErnst van Nierophttps://staging.gitlab.com/gitlab-com/www-gitlab-com/-/merge_requests/2338Update documentation workflow2016-10-08T18:10:03Zusername-removed-444214Update documentation workflowUpdate documentation workflow to comply with changes being made in https://gitlab.com/gitlab-com/support/issues/47Update documentation workflow to comply with changes being made in https://gitlab.com/gitlab-com/support/issues/47https://staging.gitlab.com/gitlab-com/www-gitlab-com/-/merge_requests/2359Ensure @mention is used when escalating a ticket via Slack2016-10-08T18:09:59Zusername-removed-444214Ensure @mention is used when escalating a ticket via SlackEnsure [[at]mention](https://get.slack.help/hc/en-us/articles/205240127-Using-mentions) is used when escalating a ticket via SlackEnsure [[at]mention](https://get.slack.help/hc/en-us/articles/205240127-Using-mentions) is used when escalating a ticket via Slackhttps://staging.gitlab.com/gitlab-com/www-gitlab-com/-/merge_requests/2964Adds light agent section to support index.2016-10-04T21:09:51Zusername-removed-293650Adds light agent section to support index.Adds light agent and gitlabsupport description required by https://gitlab.com/gitlab-com/support/issues/131.Adds light agent and gitlabsupport description required by https://gitlab.com/gitlab-com/support/issues/131.Stan HuStan Huhttps://staging.gitlab.com/gitlab-com/www-gitlab-com/-/merge_requests/3304Support handbook updates2016-09-30T05:44:56Zusername-removed-444214Support handbook updates+ Fix stackoverflow and issue link.
+ Add Zendesk to KB page
+ Remove KB sub menu
See !3269
cc// @connorshea @ernstvn+ Fix stackoverflow and issue link.
+ Add Zendesk to KB page
+ Remove KB sub menu
See !3269
cc// @connorshea @ernstvnErnst van NieropErnst van Nierophttps://staging.gitlab.com/gitlab-com/www-gitlab-com/-/merge_requests/3246Add optional advanced topics to SE Bootcamp2016-09-26T16:26:26ZDe WetAdd optional advanced topics to SE BootcampAs discussed in gitlab-com/support#142
This is the last of the content from http://university.gitlab.com/support/
Here is the merge request that removes things from University gitlab-org/University!55As discussed in gitlab-com/support#142
This is the last of the content from http://university.gitlab.com/support/
Here is the merge request that removes things from University gitlab-org/University!55Ernst van NieropErnst van Nierophttps://staging.gitlab.com/gitlab-com/www-gitlab-com/-/merge_requests/3174fix fifo link2016-09-15T23:52:22ZDe Wetfix fifo linkThere was a missing `)` which caused the link to display as plain text instead of a linkThere was a missing `)` which caused the link to display as plain text instead of a linkErnst van NieropErnst van Nierophttps://staging.gitlab.com/gitlab-com/www-gitlab-com/-/merge_requests/3161Add work-flow for handling call requests when you are inexperienced2016-09-14T19:05:12ZDe WetAdd work-flow for handling call requests when you are inexperiencedErnst van NieropErnst van Nierophttps://staging.gitlab.com/gitlab-com/www-gitlab-com/-/merge_requests/2929Update the Getting Help page2016-09-14T08:02:32Zusername-removed-419655Update the Getting Help pagehttps://about.gitlab.com/getting-help/
#### Changes
Update advice for finding help for GitLab.com
* Already links to the correct tracker
* Just a reword
Change the Technical Support section
* Split the CE and EE tech supp...https://about.gitlab.com/getting-help/
#### Changes
Update advice for finding help for GitLab.com
* Already links to the correct tracker
* Just a reword
Change the Technical Support section
* Split the CE and EE tech support options
* Add a link to the documentation website
* Mention the forum and StackOverflow
* Move the mailing list to discussion section
Change the discussion section
* Add feature proposals and bug reports for issue trackers here
* Add advice regarding the posting of issues to trackers
* Move the discussion section above tech. support section
* Remove advice to add labels, only team members can now label issues
* Update links to relevant parts of the contributing guide
#### Related Issues
Resolves https://gitlab.com/gitlab-com/www-gitlab-com/issues/762
cc @stanhu @balameb @dblessing @haynesStan HuStan Huhttps://staging.gitlab.com/gitlab-com/www-gitlab-com/-/merge_requests/1754Handbook: Share issues with customers2016-05-18T08:11:17ZPatricio CanoHandbook: Share issues with customerscc @balameb @dblessing @cabargas @kelvinmutuma @jnassi cc @balameb @dblessing @cabargas @kelvinmutuma @jnassi Ernst van NieropErnst van Nierop