support VS hn-search

Not OP but strace gives you a ton of info even if you filter by syscalls with -e. You really need something like https://gitlab.com/gitlab-com/support/toolbox/strace-parser to get information like what this seems to provide out of it.

Hi @atonse - I'm a Senior Manager at GitLab Support. I appreciate you taking the time to put together your feedback. I'm happy to discuss the particularities of your support experience if you send me an email at lkozloff[at]gitlab.com

There's a couple of general points though that I'd love to comment on.

> Why can't I just SSO using my GitLab credentials into Zendesk?

I'd love to have this as well - it makes complete sense (especially for our SaaS customers - it wouldn't help as much for self-managed). In order to get it implemented we need GitLab.com to become a SAML or JSON Web Token source. We have an open feature request for that here: https://gitlab.com/gitlab-org/gitlab/-/issues/238419

Even with that implemented we'd still have some challenges identifying who should be getting support without occasionally asking for proof of a support contract. As you said, you're part of multiple GitLab groups. It's well possible that some of those are on our Free tier and others on Paid tiers. In some contexts you'd be eligible for Support, and in others you might not be.

Usually this speed bump only hits the first time you contact support. Once you've opened a ticket we'll have you linked up correctly.

Recently I've been working on improving contact management and making sure customers are aware of what they can do to make their first support ticket the best experience it can be. You can track that effort in https://gitlab.com/groups/gitlab-com/support/-/epics/156

> Why use terms like "Support Entitlement" – just say, which org/group are you with?

We have to consider both our self-managed customers and SaaS customers with our language. For GitLab.com customers naming a path completely works (and is one of the ways you can prove your entitlement: https://about.gitlab.com/support/managing-support-contacts.h...). For Self-managed we have to map account names exactly and need a bit more as some organizations have visibility of tickets between users, in which there may be sensitive data.

I think you're right that it could sound more human. I've opened up https://gitlab.com/gitlab-com/support/support-team-meta/-/is... to discuss improvements.

If you have any thoughts, feel free to participate!

Full disclosure, I have some rather strong feelings about telemetry on gitlab and the implementation process itself.

-----------------------

I originally posted a different issue labeled "Pseudonymization MVC Rollout Plan"[1] but that issue went private rather quickly after appearing here. Sadly it wasn't archived.

To keep this issue from just going private, it (and some other relevant issues) have been archived: http://web.archive.org/web/20211012193943/https://gitlab.com...

There is atleast one more telemetry related issue that[2] has had their access limited after being mentioned in the feedback thread.

Also, I'd recommend checking out:

* the last telemetry attempt from 2019: https://gitlab.com/gitlab-com/www-gitlab-com/-/issues/5672

* feedback from last time: https://gitlab.com/gitlab-com/support/support-team-meta/-/is... & https://gitlab.com/groups/gitlab-org/-/epics/2280

* self-hosted instance telemetry(operational data section) that is already live and has a pretty severe dark pattern for opting out: https://about.gitlab.com/blog/2021/07/20/improved-billing-an...

[1] - https://news.ycombinator.com/item?id=28840685

Training used for support personnel: https://gitlab.com/gitlab-com/support/support-training/-/tree/master/.gitlab/issue_templates

- Ads with Psychological tricks

Truly good websites have around 2 facts per 10 word sentence, and get instantly to the chase. Also: good websites give you the names of all their competitors/alternative websites before showing their own stuff, and give you further reading.

Right now the world of technology is supposedly more innovative than ever, but somehow Wikipedia (https://www.wikipedia.org/) and Search Hackernews (https://hn.algolia.com/) beat billion dollar search engines.

Articles written decades ago are still unsurpassed in terms of quality and ease of understanding, but the best modern websites can do is textbook explanations. It is time society graduates from boilerplate buzzword textbook culture.

Now the gems of the internet are slowly being buried beneath mountains of trash.

If something sounds boilerplate it isn't good enough.

Don't bother saying something that has been said before, and better.

>for more detail: https://hn.algolia.com/?dateRange=all&page=0&prefix=false&qu...

Oh, I see. We actually discussed Pound about four years ago - just a little back and forth about the ABC of Reading: https://news.ycombinator.com/item?id=24196681

>What's your explanation of why Pound went Fascist?

I'm not sure I particularly have one; I haven't read any of his longer political or cultural (i.e. non-literary) works. I just think it's silly to correlate an approach to translation that you dislike with fascism. Especially as I'm not sure it even makes sense on its own terms: I can only read your comment as 'lazy translator? Figures that he would be a fascist', but if I imagine the type of translation a fascist would approve of, the approach I picture is fastidious, fussy, concerned with fidelity to the point of stickler-ishness. (Isn't that from where we get 'grammar nazi'?)

And oh, well, since you ask I'll take a shy at it: my vague sense is that he became fascist because saw a society in decline due to it becoming more and more a sham society: opulence without virtue, power without vigour, money no longer tied to actually existing goods. (Of course, all of this shades easily into antisemitism.) He saw fascism as the answer; It's easier to see in retrospect that it wasn't.

"multiplayer notepad" goes back 15 years at least - https://hn.algolia.com/?dateRange=all&page=0&prefix=false&qu... notepad&sort=byDate&type=comment

it was used back with a popular website which opened a text document and anyone viewing could type, but I can't remember the name. That became a thing in Google Docs, Microsoft Office, Floobits, and lots of self-hosted and cloned sites.

If you see a post that ought to have been moderated but hasn't been, the likeliest explanation is that we didn't see it. You can help by flagging it or emailing us at [email protected].

https://hn.algolia.com/?dateRange=all&page=0&prefix=false&qu...

Ok, but please don't post unsubstantive comments to Hacker News.

I understand the reason for repeating these sentiments—it's the same reason why they get upvoted to the top of threads*—but repetition of this kind is what we're most trying to avoid here.

https://hn.algolia.com/?dateRange=all&page=0&prefix=false&so...

https://news.ycombinator.com/newsguidelines.html

* I've marked this one off topic now.

I was looking for it in the guidelines. There are a couple of conventions for postings. Consider a bit of prior examples: [https://hn.algolia.com/?q=show+hn]

yeah there are only three stories coming up from the site search

https://hn.algolia.com/?q=postgres+clustering

only one is semanthically correct, the other pick up the wrong version of clustering (i.e. k-means instead of multi master writes)

but yeah if one doesn't test the hard cases, how does one know it preserves semantics :D

Like dismissing the work of Feyerabend or Wittgenstein without seemingly having read either:

https://hn.algolia.com/?dateRange=pastMonth&page=0&prefix=tr...

https://hn.algolia.com/?dateRange=all&page=0&prefix=true&que...