 Hey everyone. My name is Victor Mu. I'm a Product Manager here at GitLab. Today we're going to be talking about Service Desk, a feature, a really awesome feature that we released in 9.1. What Service Desk allows you to do is it enables your customers to reach you directly inside GitLab. Your customers don't need to know about GitLab. All they need is a support email address. They can send you feature requests, bug reports and so forth. Those issues will appear directly inside your GitLab project. That's what's very powerful about it. What you see on the screen here is the documentation for Service Desk. You can quickly find it in our documentation. I want to do a quick demo for you today. Off the top, this is what an issue will look like in GitLab Service Desk. What you probably notice is it's not a special issue at all. It's just a regular old issue. It's actually a confidential issue. What we did to build GitLab Service Desk, we didn't reinvent the wheel. We were just leveraging existing GitLab pieces. The benefit is that your GitLab users are able to use Service Desk very easily because there's nothing new to learn. As you see here, the external person emailed in a support request saying that their app crashed. Then the support people, Victor Wu was the support person. He responded. Then the external customer responded back. Then they had an exchange. Eventually, the issue was closed. Let's start all the way at the top. Imagine you have a project inside GitLab. Let's call it Acme Lawn Care Android. Imagine it's an Android app for your awesome lawn care service where people can book appointments and people can cut your grass or do gardening for you. You have this project already here. To enable Service Desk, all you need to do is go to Settings for the project and scroll down a little bit to find Service Desk. You see Service Desk here. Click Activate Service Desk. Just by clicking that, Service Desk is activated. Of course, you have to save the settings, which we'll do right away so that does save it. What's important is this email address. This email address that says Acme Lawn Care Android at GitLab.com, that is the magic external support email address. What I'm going to do is I'm going to copy this email address and now pretend I am external user. Imagine I am using Acme Lawn Care. I'm on an Android phone and I come across an error and I want to submit a bug report. What I'm going to do here is submit that bug report. Imagine I'm in my email application and I'm going to submit a bug report to this project. This email address was likely shared with me maybe in the app itself or maybe through some other channel. What I'm going to say is that I was not able to log in. Please help. I'm also going to attach a screenshot. What I'm going to do is attach this error screenshot I got on my Android phone and boom, I have that screenshot there. I'm going to type a couple of lines and say I wasn't able to log in. Things were working. Oops, not walking. Working. Fine. Last week, this just happened. Can you please help? A very typical support request from your users. I'm going to fire off send and that sends a message. What happens is that on the project side, so back inside our Acme Lawn Care Android, I'm going to click on issues and I'm going to wait a second and click on issues again. It takes a second for the issue to come in. On that third refresh, you see that Service Desk set that issue to me. What happened is that that email came in and automatically turned it into an issue. What's interesting, you see that the image was already set. Service Desk tells me that it's from thispersonvictor at gilab.com. I was not able to log in. Please help. You see the message. You see a screenshot. Now I am the support person. As a support person, I'm going to say thank you for the support request. Can you please let me know what version of Android you are running? What phone are you using? When exactly did this happen? Again, more troubleshooting steps. Very typical. I'm going to go ahead and click comment. What's very interesting is now I am the original external customer or user and in my email address, I see right away that, first of all, that gilab told me that thank you for a support request. This email was sent right away when I sent in the original email. What's interesting is in that same thread, the project sent an email back to me. It says, thank you for your support request, blah, blah, blah. This is exactly this message here. As you see. I'm going to respond back here. I'm simply going to say I am running the newest version of Android. I don't know what it is, but I know this is a new phone that I just got from AT&T. The sales rep helped me transfer all my settings and apps. We're going to find out that's actually what caused the problem. I'm going to hit send here and I'm going to go back to the issue. It's going to take a while to refresh, but I want to show you another awesome feature. These are technically not new features, but you can already see what we can do with Service Desk. That's already built into gilab. We already saw the comment, but I'm just going to click away for a second here. What I'm going to do is I'm going to create a new label. I already have all these labels. I have the support label that I created previously, but I'm going to create a new label called Service Desk. Service Desk Tickets. Issues that were generated by Service Desk. I'm going to choose a nice color. I'm going to click create label. When I go back to the Service Desk issue, where did I go? I'm right here. Wrong screen. Go back to issue here. I'm going to add that label here. I'm going to call that the Service Desk Tickets label. I'm also going to have the support label. Support this label in this particular example project can come from a variety of places, but it's going to come from Service Desk Tickets and other channels. Now we're back to the message. It says the message I just typed in email now appears in the issue. I'm going to say, oh, this is a known issue that happens when you switch phones. Please refer to this link. Something like this. Then let me know if that works. We'll go ahead. I'm going to click comment. Then that should appear in the email really soon. Again, that was really quick. Then suppose the external customer says, oh, yep, that works perfect. That works perfect. Thank you for the fix. Nothing. No further help required. Thank you. You hit send. Something's wrong. My email kind. I apologize. I'm going to try that again. Thank you. It works now. I'm going to hit send. And go back to here. Then what I'm going to do again, wait for that message to show up in a couple of seconds later. But again, when you click on issues, you can see that now it has the label. Imagine you're a support team and then you're in this project and you wanted to find all the Service Desk Tickets. Now you can easily do that by clicking on and filter by those tickets or maybe the support ticket. So you can imagine a lot of support related workflows just working out of the box with GitLab because we built everything inside GitLab. Also notice that the issue is a confidential issue. We designed it that way so that not all users, public users can see the issue. Only members that have access to confidential issues can see it. So let's go back and wrap up the support ticket. So thank you. It works now and then I'm going to say that's great. I'm going to close out this issue. Close out this ticket. Let's call it. Feel free to open a new one if there is any more problems. Something really simple like this. I'm going to click comment and close issue. And just by doing that, I now I know the issue is closed. So the support person doesn't have to go back to it. Say, for example, if this was an ongoing bug and I wanted to log this ticket as a bug so that my developers and my engineering team can do so, I can easily add a label called bug and then I can start have my engineers look for all the bugs and service desk tickets. So you can see with the power of GitLab labels, we just invented an awesome support flow right inside GitLab with service desk. So again, finally, I'm going to go back to my email client and says, you know, feel free to open up a new one happens. And so that that works perfectly. So that wraps it up for service desk. It's a really awesome new feature. It's really simple to use as you've just seen. You don't need to learn any new things about GitLab. Everything just works. A reminder, all you needed to do was to go to the project settings and activate service desk. And then that provides you the email address support email address right there and GitLab does everything else behind the scenes. So we hope you try it out. Thank you.