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diff --git a/doc/user/project/service_desk.md b/doc/user/project/service_desk.md index 22297149561..bd5c8214e68 100644 --- a/doc/user/project/service_desk.md +++ b/doc/user/project/service_desk.md @@ -8,29 +8,15 @@ info: To determine the technical writer assigned to the Stage/Group associated w > Moved to GitLab Free in 13.2. -Service Desk is a module that allows your team to connect -with any external party through email, without any external tools. -An ongoing conversation in the same place as where your software -is built ensures user feedback ends up where it's needed. +With Service Desk, your customers +can email you bug reports, feature requests, or general feedback. +Service Desk provides a unique email address, so they don't need their own GitLab accounts. -With Service Desk, you can provide efficient email support to your customers. They can -email you bug reports, feature requests, or general feedback. They all end up in your -GitLab project as new issues. In turn, your team can respond directly from the project. +Service Desk emails are created in your GitLab project as new issues. +Your team can respond directly from the project, while customers interact with the thread only +through email. -As Service Desk is built right into GitLab itself, the complexity and inefficiencies -of multiple tools and external integrations are eliminated. This significantly shortens -the cycle time from feedback to software update. - -For an overview, check the video demonstration on [GitLab Service Desk](https://about.gitlab.com/blog/2017/05/09/demo-service-desk/). - -## How it works - -GitLab Service Desk enables people to create issues in your -GitLab instance without needing their own user account. - -It provides a unique email address for end users to create issues in a project. -Follow-up notes can be sent either through the GitLab interface or by email. End -users only see the thread through email. +## Service Desk workflow For example, let's assume you develop a game for iOS or Android. The codebase is hosted in your GitLab instance, built and deployed @@ -43,57 +29,58 @@ Here's how Service Desk works for you: 1. Each email they send creates an issue in the appropriate project. 1. Your team members go to the Service Desk issue tracker, where they can see new support requests and respond inside associated issues. -1. Your team communicates back and forth with the customer to understand the request. +1. Your team communicates with the customer to understand the request. 1. Your team starts working on implementing code to solve your customer's problem. -1. When your team finishes the implementation, whereupon the merge request is merged and the issue +1. When your team finishes the implementation, the merge request is merged and the issue is closed automatically. -1. The customer's requests are handled through email, without ever having access to your - GitLab instance. -1. Your team saved time by not having to leave GitLab (or setup any integrations) to follow up with - your customer. -## Configuring Service Desk +Meanwhile: -Users with Maintainer and higher access in a project can configure Service Desk. +- The customer interacts with your team entirely through email, without needing access to your + GitLab instance. +- Your team saves time by not having to leave GitLab (or set up integrations) to follow up with + your customer. -Service Desk issues are [confidential](issues/confidential_issues.md), so they are -only visible to project members. In GitLab 11.7 we updated the generated email -address format. The older format is still supported, so existing aliases or -contacts still work. +## Configure Service Desk -If you have [templates](description_templates.md) in your repository, you can optionally select -one from the selector menu to append it to all Service Desk issues. +To start using Service Desk for a project, you must first turn it on. +By default, Service Desk is turned off. + +Prerequisites: + +- You must have at least the Maintainer role for the project. +- On GitLab self-managed, you must [set up incoming email](../../administration/incoming_email.md#set-it-up) + for the GitLab instance. You should use + [email sub-addressing](../../administration/incoming_email.md#email-sub-addressing), + but you can also use [catch-all mailboxes](../../administration/incoming_email.md#catch-all-mailbox). + To do this, you must have administrator access. To enable Service Desk in your project: -1. (GitLab self-managed only) [Set up incoming email](../../administration/incoming_email.md#set-it-up) for the GitLab instance. - You should use [email sub-addressing](../../administration/incoming_email.md#email-sub-addressing), - but you can also use [catch-all mailboxes](../../administration/incoming_email.md#catch-all-mailbox). -1. In a project, in the left sidebar, go to **Settings > General** and expand the **Service Desk** section. -1. Enable the **Activate Service Desk** toggle. This reveals a unique email address to email issues - to the project. +1. On the top bar, select **Main menu > Projects** and find your project. +1. On the left sidebar, select **Settings > General**. +1. Expand **Service Desk**. +1. Turn on the **Activate Service Desk** toggle. +1. Optional. Complete the fields. + - [Add a suffix](#configure-a-custom-email-address-suffix) to your Service Desk email address. + - If the list below **Template to append to all Service Desk issues** is empty, create a + [description template](description_templates.md) in your repository. +1. Select **Save changes**. -Service Desk is now enabled for this project! To access it in a project, in the left sidebar, select -**Issues > Service Desk**. +Service Desk is now enabled for this project. +If anyone sends an email to the address available below **Email address to use for Service Desk**, +GitLab creates a confidential issue with the email's content. -WARNING: -Anyone in your project can use the Service Desk email address to create an issue in this project, **regardless -of their access level** to your GitLab instance. +### Improve your project's security -To improve your project's security, you should: +To improve your Service Desk project's security, you should: - Put the Service Desk email address behind an alias on your email system so you can change it later. - [Enable Akismet](../../integration/akismet.md) on your GitLab instance to add spam checking to this service. Unblocked email spam can result in many spam issues being created. -The unique internal email address is visible to project members at least -the Reporter role in your GitLab instance. -An external user (issue creator) cannot see the internal email address -displayed in the information note. +### Create customized email templates -### Using customized email templates - -> - [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/2460) in GitLab 12.7. > - Moved from GitLab Premium to GitLab Free in 13.2. > - `UNSUBSCRIBE_URL`, `SYSTEM_HEADER`, `SYSTEM_FOOTER`, and `ADDITIONAL_TEXT` placeholders [introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/285512) in GitLab 15.9. @@ -103,14 +90,6 @@ An email is sent to the author when: - A new note is created on a Service Desk issue. You can customize the body of these email messages with templates. -Save your templates in the `.gitlab/service_desk_templates/` -directory in your repository. - -With Service Desk, you can use templates for: - -- [Thank you emails](#thank-you-email) -- [New note emails](#new-note-email) -- [New Service Desk issues](#new-service-desk-issues) #### Email header and footer **(FREE SELF)** @@ -122,13 +101,18 @@ visible in the email template. For more information, see #### Thank you email +> `%{ISSUE_DESCRIPTION}` [introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/223751) in GitLab 16.0. + When a user submits an issue through Service Desk, GitLab sends a **thank you email**. -You must name the template file `thank_you.md`. + +To create a custom email template, in the `.gitlab/service_desk_templates/` +directory in your repository, create a file named `thank_you.md`. You can use these placeholders to be automatically replaced in each email: - `%{ISSUE_ID}`: issue IID - `%{ISSUE_PATH}`: project path appended with the issue IID +- `%{ISSUE_DESCRIPTION}`: issue description based on the original email - `%{UNSUBSCRIBE_URL}`: unsubscribe URL - `%{SYSTEM_HEADER}`: [system header message](../admin_area/appearance.md#system-header-and-footer-messages) - `%{SYSTEM_FOOTER}`: [system footer message](../admin_area/appearance.md#system-header-and-footer-messages) @@ -139,20 +123,28 @@ the response email does not contain the issue link. #### New note email +> `%{ISSUE_DESCRIPTION}` [introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/223751) in GitLab 16.0. + When a user-submitted issue receives a new comment, GitLab sends a **new note email**. -You must name the template file `new_note.md`. + +To create a custom email template, in the `.gitlab/service_desk_templates/` +directory in your repository, create a file named `new_note.md`. You can use these placeholders to be automatically replaced in each email: - `%{ISSUE_ID}`: issue IID - `%{ISSUE_PATH}`: project path appended with the issue IID +- `%{ISSUE_DESCRIPTION}`: issue description at the time email is generated. + If a user has edited the description, it might contain sensitive information that is not intended + to be delivered to external participants. Use this placeholder only if you never modify + descriptions or your team is aware of the template design. - `%{NOTE_TEXT}`: note text - `%{UNSUBSCRIBE_URL}`: unsubscribe URL - `%{SYSTEM_HEADER}`: [system header message](../admin_area/appearance.md#system-header-and-footer-messages) - `%{SYSTEM_FOOTER}`: [system footer message](../admin_area/appearance.md#system-header-and-footer-messages) - `%{ADDITIONAL_TEXT}`: [custom additional text](../admin_area/settings/email.md#custom-additional-text) -#### New Service Desk issues +### Use a custom template for Service Desk issues You can select one [description template](description_templates.md#create-an-issue-template) **per project** to be appended to every new Service Desk issue's description. @@ -165,57 +157,65 @@ You can set description templates at various levels: The templates are inherited. For example, in a project, you can also access templates set for the instance, or the project's parent groups. +Prerequisite: + +- You must have [created a description template](description_templates.md#create-an-issue-template). + To use a custom description template with Service Desk: 1. On the top bar, select **Main menu > Projects** and find your project. -1. [Create a description template](description_templates.md#create-an-issue-template). -1. On the left sidebar, select **Settings > General > Service Desk**. +1. On the left sidebar, select **Settings > General**. +1. Expand **Service Desk**. 1. From the dropdown list **Template to append to all Service Desk issues**, search or select your template. -### Using a custom email display name +### Support Bot user + +Behind the scenes, Service Desk works by the special Support Bot user creating issues. +This user isn't a [billable user](../../subscriptions/self_managed/index.md#billable-users), +so it does not count toward the license limit count. -> [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/7529) in GitLab 12.8. +#### Change the Support Bot's display name -You can customize the email display name. Emails sent from Service Desk have +You can change the display name of the Support Bot user. Emails sent from Service Desk have this name in the `From` header. The default display name is `GitLab Support Bot`. To edit the custom email display name: 1. On the top bar, select **Main menu > Projects** and find your project. -1. On the left sidebar, select **Settings > General > Service Desk**. -1. Enter a new name in **Email display name**. -1. Select **Save Changes**. +1. On the left sidebar, select **Settings > General**. +1. Expand **Service Desk**. +1. Below **Email display name**, enter a new name. +1. Select **Save changes**. -### Using a custom email address **(FREE SELF)** +### Use a custom email address **(FREE SELF)** > - [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/2201) in GitLab 13.0. > - [Feature flag removed](https://gitlab.com/gitlab-org/gitlab/-/issues/284656) in GitLab 13.8. -It is possible to customize the email address used by Service Desk. To do this, you must configure -a [custom mailbox](#configuring-a-custom-mailbox). If you want you can also configure a -[custom suffix](#configuring-a-custom-email-address-suffix). +You can use a custom email address with Service Desk. -#### Configuring a custom mailbox +To do this, you must configure +a [custom mailbox](#configure-a-custom-mailbox). You can also configure a +[custom suffix](#configure-a-custom-email-address-suffix). + +#### Configure a custom mailbox NOTE: On GitLab.com a custom mailbox is already configured with `contact-project+%{key}@incoming.gitlab.com` as the email address, you can still configure the -[custom suffix](#configuring-a-custom-email-address-suffix) in project settings. +[custom suffix](#configure-a-custom-email-address-suffix) in project settings. Service Desk uses the [incoming email](../../administration/incoming_email.md) configuration by default. However, by using the `service_desk_email` configuration, you can customize the mailbox used by Service Desk. This allows you to have -a separate email address for Service Desk by also configuring a [custom suffix](#configuring-a-custom-email-address-suffix) +a separate email address for Service Desk by also configuring a [custom suffix](#configure-a-custom-email-address-suffix) in project settings. -The `address` must include the `+%{key}` placeholder in the 'user' -portion of the address, before the `@`. The placeholder is used to identify the project -where the issue should be created. +Prerequisites: -NOTE: -When configuring a custom mailbox, the `service_desk_email` and `incoming_email` -configurations must always use separate mailboxes. It's important, because -emails picked from `service_desk_email` mailbox are processed by a different -worker and it would not recognize `incoming_email` emails. +- The `address` must include the `+%{key}` placeholder in the `user` portion of the address, + before the `@`. The placeholder is used to identify the project where the issue should be created. +- The `service_desk_email` and `incoming_email` configurations must always use separate mailboxes + to make sure Service Desk emails are processed correctly. To configure a custom mailbox for Service Desk with IMAP, add the following snippets to your configuration file in full: @@ -274,7 +274,7 @@ The configuration options are the same as for configuring > [Introduced](https://gitlab.com/gitlab-org/gitlab/-/merge_requests/108279) in GitLab 15.9. Instead of having the Service Desk email credentials stored in plaintext in the configuration files, you can optionally -use an encrypted file for the Incoming email credentials. +use an encrypted file for the incoming email credentials. Prerequisites: @@ -403,7 +403,8 @@ read about [Helm IMAP secrets](https://docs.gitlab.com/charts/installation/secre > - Alternative Azure deployments [introduced](https://gitlab.com/gitlab-org/omnibus-gitlab/-/merge_requests/5978) in GitLab 14.9. Service Desk can be configured to read Microsoft Exchange Online mailboxes with the Microsoft -Graph API instead of IMAP. Follow the [documentation in the incoming email section for setting up an OAuth 2.0 application for Microsoft Graph](../../administration/incoming_email.md#microsoft-graph). +Graph API instead of IMAP. Set up an OAuth 2.0 application for Microsoft Graph +[the same way as for incoming email](../../administration/incoming_email.md#microsoft-graph). - Example for Omnibus GitLab installations: @@ -422,32 +423,44 @@ Graph API instead of IMAP. Follow the [documentation in the incoming email secti } ``` -For Microsoft Cloud for US Government or [other Azure deployments](https://learn.microsoft.com/en-us/graph/deployments), configure the `azure_ad_endpoint` and `graph_endpoint` settings. +For Microsoft Cloud for US Government or [other Azure deployments](https://learn.microsoft.com/en-us/graph/deployments), +configure the `azure_ad_endpoint` and `graph_endpoint` settings. - Example for Microsoft Cloud for US Government: ```ruby - gitlab_rails['service_desk_email_inbox_options'] = { - 'azure_ad_endpoint': 'https://login.microsoftonline.us', - 'graph_endpoint': 'https://graph.microsoft.us', - 'tenant_id': '<YOUR-TENANT-ID>', - 'client_id': '<YOUR-CLIENT-ID>', - 'client_secret': '<YOUR-CLIENT-SECRET>', - 'poll_interval': 60 # Optional - } +gitlab_rails['service_desk_email_inbox_options'] = { + 'azure_ad_endpoint': 'https://login.microsoftonline.us', + 'graph_endpoint': 'https://graph.microsoft.us', + 'tenant_id': '<YOUR-TENANT-ID>', + 'client_id': '<YOUR-CLIENT-ID>', + 'client_secret': '<YOUR-CLIENT-SECRET>', + 'poll_interval': 60 # Optional } ``` -The Microsoft Graph API is not yet supported in source installations. See [this issue](https://gitlab.com/gitlab-org/gitlab/-/issues/326169) for more details. +The Microsoft Graph API is not yet supported in source installations. +For more information, see [issue 326169](https://gitlab.com/gitlab-org/gitlab/-/issues/326169). -#### Configuring a custom email address suffix +#### Configure a custom email address suffix -You can set a custom suffix in your project's Service Desk settings after you have configured a [custom mailbox](#configuring-a-custom-mailbox). -It can contain only lowercase letters (`a-z`), numbers (`0-9`), or underscores (`_`). +You can set a custom suffix in your project's Service Desk settings. + +A suffix can contain only lowercase letters (`a-z`), numbers (`0-9`), or underscores (`_`). When configured, the custom suffix creates a new Service Desk email address, consisting of the `service_desk_email_address` setting and a key of the format: `<project_full_path>-<custom_suffix>` +Prerequisites: + +- You must have configured a [custom mailbox](#configure-a-custom-mailbox). + +1. On the top bar, select **Main menu > Projects** and find your project. +1. On the left sidebar, select **Settings > General**. +1. Expand **Service Desk**. +1. Below **Email address suffix**, enter the suffix to use. +1. Select **Save changes**. + For example, suppose the `mygroup/myproject` project Service Desk settings has the following configured: - Email address suffix is set to `support`. @@ -456,13 +469,23 @@ For example, suppose the `mygroup/myproject` project Service Desk settings has t The Service Desk email address for this project is: `contact+mygroup-myproject-support@example.com`. The [incoming email](../../administration/incoming_email.md) address still works. -If you don't configure the custom suffix, the default project identification is used for identifying the project. You can see that email address in the project settings. +If you don't configure a custom suffix, the default project identification is used for identifying +the project. -## Using Service Desk +## Use Service Desk You can use Service Desk to [create an issue](#as-an-end-user-issue-creator) or [respond to one](#as-a-responder-to-the-issue). In these issues, you can also see our friendly neighborhood [Support Bot](#support-bot-user). +### View Service Desk email address + +To check what the Service Desk email address is for your project: + +1. On the top bar, select **Main menu > Projects** and find your project. +1. On the left sidebar, select **Issues > Service Desk**. + +The email address is available at the top of the issue list. + ### As an end user (issue creator) > Support for additional email headers [introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/346600) in GitLab 14.6. In earlier versions, the Service Desk email address had to be in the "To" field. @@ -502,39 +525,51 @@ You can read and write comments as you usually do in GitLab: - The project's visibility (private, internal, public) does not affect Service Desk. - The path to the project, including its group or namespace, is shown in emails. -#### Receiving files attached to comments as email attachments +#### View Service Desk issues -> [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/11733) in GitLab 15.8 [with a flag](../../administration/feature_flags.md) named `service_desk_new_note_email_native_attachments`. Disabled by default. +Prerequisites: -FLAG: -On self-managed GitLab, by default this feature is not available. To make it available per project or for your entire instance, ask an administrator to [enable the feature flag](../../administration/feature_flags.md) named `service_desk_new_note_email_native_attachments`. -On GitLab.com, this feature is not available. +- You must have at least the Reporter role for the project. -If a comment contains any attachments and their total size is less than or equal to 10 MB, these -attachments are sent as part of the email. In other cases, the email contains links to the attachments. +To view Service Desk issues: -#### Special HTML formatting in HTML emails +1. On the top bar, select **Main menu > Projects** and find your project. +1. On the left sidebar, select **Issues > Service Desk**. -<!-- When the feature flag is removed, delete this topic and add as a line in version history under one of the topics above this one.--> +### Email contents and formatting -> [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/372301) in GitLab 15.9 [with a flag](../../administration/feature_flags.md) named `service_desk_html_to_text_email_handler`. Disabled by default. +#### Special HTML formatting in HTML emails -FLAG: -On self-managed GitLab, by default this feature is not available. To make it available per project or for your entire instance, ask an administrator to [enable the feature flag](../../administration/feature_flags.md) named `service_desk_html_to_text_email_handler`. -On GitLab.com, this feature is not available. +> - [Introduced](https://gitlab.com/gitlab-org/gitlab/-/merge_requests/109811) in GitLab 15.9 [with a flag](../../administration/feature_flags.md) named `service_desk_html_to_text_email_handler`. Disabled by default. +> - [Generally available](https://gitlab.com/gitlab-org/gitlab/-/merge_requests/116809) in GitLab 15.11. Feature flag `service_desk_html_to_text_email_handler` removed. -When this feature is enabled, HTML emails correctly show additional HTML formatting, such as: +HTML emails show HTML formatting, such as: - Tables - Blockquotes - Images - Collapsible sections -#### Privacy considerations +#### Files attached to comments + +> - [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/11733) in GitLab 15.8 [with a flag](../../administration/feature_flags.md) named `service_desk_new_note_email_native_attachments`. Disabled by default. +> - [Enabled on GitLab.com and self-managed](https://gitlab.com/gitlab-org/gitlab/-/issues/386860) in GitLab 15.10. + +FLAG: +On self-managed GitLab, by default this feature is available. To hide the feature per project or for your entire instance, ask an administrator to [disable the feature flag](../../administration/feature_flags.md) named `service_desk_new_note_email_native_attachments`. +On GitLab.com, this feature is available. + +If a comment contains any attachments and their total size is less than or equal to 10 MB, these +attachments are sent as part of the email. In other cases, the email contains links to the attachments. + +In GitLab 15.9 and earlier, uploads to a comment are sent as links in the email. + +## Privacy considerations > [Changed](https://gitlab.com/gitlab-org/gitlab/-/merge_requests/108901) the minimum required role to view the creator's and participant's email in GitLab 15.9. -Service Desk issues are confidential, but the project owner can +Service Desk issues are [confidential](issues/confidential_issues.md), so they are +only visible to project members. The project owner can [make an issue public](issues/confidential_issues.md#modify-issue-confidentiality). When a Service Desk issue becomes public, the issue creator's and participants' email addresses are visible to signed-in users with at least the Reporter role for the project. @@ -542,17 +577,18 @@ visible to signed-in users with at least the Reporter role for the project. In GitLab 15.8 and earlier, when a Service Desk issue becomes public, the issue creator's email address is disclosed to everyone who can view the project. -### Support Bot user +Anyone in your project can use the Service Desk email address to create an issue in this project, **regardless +of their role** in the project. -Behind the scenes, Service Desk works by the special Support Bot user creating issues. This user -does not count toward the license limit count. +The unique internal email address is visible to project members at least +the Reporter role in your GitLab instance. +An external user (issue creator) cannot see the internal email address +displayed in the information note. ### Moving a Service Desk issue > [Changed](https://gitlab.com/gitlab-org/gitlab/-/issues/372246) in GitLab 15.7: customers continue receiving notifications when a Service Desk issue is moved. -Service Desk issues can be moved like any other issue in GitLab. - You can move a Service Desk issue the same way you [move a regular issue](issues/managing_issues.md#move-an-issue) in GitLab. @@ -567,8 +603,3 @@ in both issues. They continue to receive any notifications in the old issue and Your emails might be ignored because they contain one of the [email headers that GitLab ignores](../../administration/incoming_email.md#rejected-headers). - -### Responses to a Service Desk issue do not generate emails - -Your issue might have been moved to a different project. -Moved Service Desk issues do not retain email participants. |