Scoped participation
Visibility follows role, business unit, client company, and active product entitlement.
Sign InOne governed support lifecycle
One workspace for client support, internal triage, and Engineering escalation.
Connect client requests, support ownership, SLA tracking, and GitLab Engineering escalation in one role-aware ticket history.
Already provisioned? Your role determines the workspace you see after sign in.
- Stage 1Client requestAn entitled client submits a product request and follows the public ticket history.
- Stage 2Support ownershipThe assigned support team triages the request, communicates, and preserves internal context.
- Stage 3SLA and Engineering workOwnership and SLA risk stay visible while a linked GitLab issue carries the escalation.
- Stage 4Synchronized resolutionEngineering status and the final resolution return to the same traceable ticket history.
Traceable support work
Ownership, replies, internal notes, related tickets, and SLA measurements stay in one history.
Connected Engineering
GitLab issues, labels, links, and status updates remain connected to the originating request.
Clear operating boundaries
Every participant sees the context they need.
Each role sees the work it owns.
Clients submit and follow their requests. Support teams and business-unit managers triage queues, ownership, SLA risk, and escalations. Administrators maintain access and operational master data.
Operational boundaries stay explicit.
Role-aware login scopes support work by business unit and client visibility by company. Public replies remain client-visible while internal notes remain inside the support operation.
Provisioned access