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An issue for us is that we need to provide outside users access to support tickets. Gitlab has Service Desk, but it's useful only if it's just your engineering
by emerongi 6y ago
An issue for us is that we need to provide outside users access to support tickets. Gitlab has Service Desk, but it's useful only if it's just your engineering team looking at the issues. Service Desk issues often need attention from someone outside the engineering team, though.
There's a steep step-up from Premium (which we are at) to Ultimate to get guest accounts, but even with guest accounts, we'd need to separate access of service desk tickets from internal tickets.
- ktpsns 6y agoJep, I've also noticed many shortcomings from the gitlab service desk feature. For us the problem was that when replying users by email, they could not open attached files without an account on our installation. Redmine has these features since a long time, and I think it's worth for Github to catch up...