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Diffstat (limited to 'doc/user/project/service_desk.md')
| -rw-r--r-- | doc/user/project/service_desk.md | 50 |
1 files changed, 35 insertions, 15 deletions
diff --git a/doc/user/project/service_desk.md b/doc/user/project/service_desk.md index 76156690fe7..7c66f078770 100644 --- a/doc/user/project/service_desk.md +++ b/doc/user/project/service_desk.md @@ -4,11 +4,11 @@ group: Certify info: To determine the technical writer assigned to the Stage/Group associated with this page, see https://about.gitlab.com/handbook/engineering/ux/technical-writing/#assignments --- -# Service Desk **(CORE)** +# Service Desk **(FREE)** > - [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/149) in [GitLab Premium](https://about.gitlab.com/pricing/) 9.1. > - [Moved](https://gitlab.com/gitlab-org/gitlab/-/issues/214839) to [GitLab Starter](https://about.gitlab.com/pricing/) in 13.0. -> - [Moved](https://gitlab.com/gitlab-org/gitlab/-/issues/215364) to [GitLab Core](https://about.gitlab.com/pricing/) in 13.2. +> - [Moved](https://gitlab.com/gitlab-org/gitlab/-/issues/215364) to [GitLab Free](https://about.gitlab.com/pricing/) in 13.2. Service Desk is a module that allows your team to connect with any external party through email, without any external tools. @@ -34,7 +34,7 @@ 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. -For instance, let's assume you develop a game for iOS or Android. +For example, let's assume you develop a game for iOS or Android. The codebase is hosted in your GitLab instance, built and deployed with GitLab CI/CD. @@ -91,39 +91,59 @@ Service Desk is now enabled for this project! You should be able to access it fr > - [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/2460) in [GitLab Premium](https://about.gitlab.com/pricing/) 12.7. > - [Moved](https://gitlab.com/gitlab-org/gitlab/-/issues/214839) to [GitLab Starter](https://about.gitlab.com/pricing/) in 13.0. -> - [Moved](https://gitlab.com/gitlab-org/gitlab/-/issues/215364) to [GitLab Core](https://about.gitlab.com/pricing/) in 13.2. +> - [Moved](https://gitlab.com/gitlab-org/gitlab/-/issues/215364) to [GitLab Free](https://about.gitlab.com/pricing/) in 13.2. An email is sent to the author when: - A user submits a new issue using Service Desk. - A new note is created on a Service Desk issue. -The body of these email messages can be customized by using templates. To create a new customized template, -create a new Markdown (`.md`) file inside the `.gitlab/service_desk_templates/` -directory in your repository. Commit and push to your default branch. +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) #### Thank you email -The **Thank you email** is the email sent to a user after they submit an issue. -The filename of the template has to be `thank_you.md`. -There are a few placeholders you can use which are automatically replaced in the email: +When a user submits an issue through Service Desk, GitLab sends a **thank you email**. +You must name the template file `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 -As the Service Desk issues are created as confidential (only project members can see them) -the response email does not provide the issue link. +Because Service Desk issues are created as [confidential](issues/confidential_issues.md) (only project members can see them), +the response email does not contain the issue link. #### New note email -When a user-submitted issue receives a new comment, GitLab sends a **New note email** -to the user. The filename of this template must be `new_note.md`, and you can -use these placeholders in the email: +When a user-submitted issue receives a new comment, GitLab sends a **new note email**. +You must name the template file `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 - `%{NOTE_TEXT}`: note text +#### New Service Desk issues + +You can select one [issue description template](description_templates.md#creating-issue-templates) +**per project** to be appended to every new Service Desk issue's description. +Issue description templates should reside in your repository's `.gitlab/issue_templates/` directory. + +To use a custom issue template with Service Desk, in your project: + +1. [Create a description template](description_templates.md#creating-issue-templates) +1. Go to **Settings > General > Service Desk**. +1. From the dropdown **Template to append to all Service Desk issues**, select your template. + ### Using custom email display name > [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/7529) in GitLab 12.8. |