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Diffstat (limited to 'doc/user/project/service_desk.md')
| -rw-r--r-- | doc/user/project/service_desk.md | 46 |
1 files changed, 34 insertions, 12 deletions
diff --git a/doc/user/project/service_desk.md b/doc/user/project/service_desk.md index 1e5b818c99d..90732ba4fe2 100644 --- a/doc/user/project/service_desk.md +++ b/doc/user/project/service_desk.md @@ -41,7 +41,7 @@ Here's how Service Desk works for you: 1. You provide a project-specific email address to your paying customers, who can email you directly from the application. 1. Each email they send creates an issue in the appropriate project. -1. Your team members navigate to the Service Desk issue tracker, where they can see new support +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 starts working on implementing code to solve your customer's problem. @@ -93,8 +93,8 @@ displayed in the information note. ### Using customized email templates -> - [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/2460) in GitLab Premium 12.7. -> - Moved to GitLab Free in 13.2. +> - [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/2460) in GitLab 12.7. +> - Moved from GitLab Premium to GitLab Free in 13.2. An email is sent to the author when: @@ -153,7 +153,7 @@ To use a custom description template with Service Desk: 1. On the top bar, select **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. From the dropdown **Template to append to all Service Desk issues**, search or select your template. +1. From the dropdown list **Template to append to all Service Desk issues**, search or select your template. ### Using a custom email display name @@ -171,7 +171,7 @@ To edit the custom email display name: ### Using a custom email address **(FREE SELF)** -> - [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/2201) in GitLab Premium 13.0. +> - [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 @@ -190,13 +190,13 @@ 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) in project settings. -The `address` must include the `+%{key}` placeholder within the 'user' -portion of the address, before the `@`. This is used to identify the project +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. NOTE: When configuring a custom mailbox, the `service_desk_email` and `incoming_email` -configurations must always use separate mailboxes. This is important, because +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. @@ -241,7 +241,7 @@ The configuration options are the same as for configuring ##### Microsoft Graph -> Introduced in [GitLab 13.11](https://gitlab.com/gitlab-org/gitlab/-/issues/214900) +> [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/214900) in GitLab 13.11. 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 OAuth2 application for Microsoft Graph](../../administration/incoming_email.md#microsoft-graph). @@ -267,7 +267,7 @@ The Microsoft Graph API is not yet supported in source installations. See [this #### Configuring a custom email address suffix -You can set a custom suffix in your project's Service Desk settings once you have configured a [custom mailbox](#configuring-a-custom-mailbox). +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 (`_`). When configured, the custom suffix creates a new Service Desk email address, consisting of the @@ -281,7 +281,7 @@ 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 will be used for identifying the project. You can see that email address in the project settings. +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. ## Using Service Desk @@ -292,6 +292,7 @@ In these issues, you can also see our friendly neighborhood [Support Bot](#suppo > 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. + To create a Service Desk issue, an end user does not need to know anything about the GitLab instance. They just send an email to the address they are given, and receive an email back confirming receipt: @@ -327,7 +328,28 @@ You can read and write comments as you normally do in GitLab: Note that: - The project's visibility (private, internal, public) does not affect Service Desk. -- The path to the project, including its group or namespace, are shown in emails. +- The path to the project, including its group or namespace, is shown in emails. + +#### Issues created on someone's behalf + +To allow third party applications and ticketing systems to interface with Service Desk, +when the email contains the `Reply-To` email header, this email address is used as the address of the +issue author. + +Because the `Reply-To` header can be set to arbitrary values, do not blindly trust that an issue +created on behalf of `someone@example.com` was indeed created by the real owner of such email address. + +For example, an email with headers `To: support@example.com` and `Reply-To:someone@example.com` +creates an issue with the following note: + +> Created (…) by `support@example.com` (reply to: `someone@example.com`) (…) + +#### Privacy considerations + +Service Desk issues are confidential, but 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 email address is disclosed +to everyone who can view the project. ### Support Bot user |