• Lead: bchauvet
• Priority: n/a
• Effort: ??

Description:

Create a user-facing ticket system to support user requests and bug reports (e.g., a support@ address that automatically create support tasks that we can triage and follow)

Define the process to ensure some basic quality of service (e.g., time to first answer) and that pending tasks are not forgotten.

Includes work:

• Evaluate GitLab Service Desk features
• If the choice of GitLab Service Desk is validated, configure it for relevant projects
• Implement a web UI user support feature

KPIs:

• Automated ticket system deployed in production
• User support feature available on web UI