Commit 9fadae07 authored by Russell Dickenson's avatar Russell Dickenson

Merge branch 'docs-service-desk-refactor' into 'master'

Refactoring Service Desk configuration docs

Closes #119362

See merge request gitlab-org/gitlab!22053
parents 28ac36c6 342ae920
......@@ -48,43 +48,38 @@ users will only see the thread through email.
## Configuring Service Desk
> **Note:**
Service Desk is enabled on GitLab.com. If you're a
[Silver subscriber](https://about.gitlab.com/pricing/#gitlab-com),
you can skip the step 1 below; you only need to enable it per project.
1. [Set up incoming email](../../administration/incoming_email.md#set-it-up) for the GitLab instance. This must
support [email sub-addressing](../../administration/incoming_email.md#email-sub-addressing).
1. Navigate to your project's **Settings > General** and scroll down to the **Service Desk**
section.
1. If you have the correct access and a Premium license,
you will see an option to set up Service Desk:
![Activate Service Desk option](img/service_desk_disabled.png)
1. Checking that box will enable Service Desk for the project, and show a
unique email address to email issues to the project. These issues will be
[confidential](issues/confidential_issues.md), so they will only be visible to project members.
**Warning**: this email address can be used by anyone to create an issue on
this project, whether or not they have access to your GitLab instance.
We recommend **putting this behind an alias** so that it can be changed if
needed, and **[enabling Akismet](../../integration/akismet.md)** on your GitLab instance to add spam
checking to this service. Unblocked email spam would result in many spam
NOTE: **Note:**
Service Desk is enabled on GitLab.com. If you're a [Silver subscriber](https://about.gitlab.com/pricing/#gitlab-com),
you can skip step 1 below; you only need to enable it per project.
If you have the correct access and a Premium license, you have the option to set up Service Desk.
Follow these steps to do so:
1. [Set up incoming email](../../administration/incoming_email.md#set-it-up) for the GitLab instance.
This must support [email sub-addressing](../../administration/incoming_email.md#email-sub-addressing).
1. Navigate to your project's **Settings > General** and locate the **Service Desk** section.
1. Enable the **Activate Service Desk** toggle. This reveals a unique email address to email issues
to the project. These issues will be [confidential](issues/confidential_issues.md), so they will
only be visible to project members. Note that in GitLab 11.7, we updated the generated email
address's format. The older format is still supported, however, allowing existing aliases or
contacts to continue working.
DANGER: **Danger:**
This email address can be used by anyone to create an issue on this project, whether or not they
have access to your GitLab instance. We recommend **putting this behind an alias** so it can be
changed if needed, and **[enabling Akismet](../../integration/akismet.md)** on your GitLab
instance to add spam checking to this service. Unblocked email spam would result in many spam
issues being created, and may disrupt your GitLab service.
![Service Desk enabled](img/service_desk_enabled.png)
_In GitLab 11.7, we updated the format of the generated email address.
However the older format is still supported, allowing existing aliases
or contacts to continue working._
If you have [templates](description_templates.md) in your repository, you can optionally select
one from the selector menu to append it to all Service Desk issues.
1. If you have [templates](description_templates.md) in your repository, then you can optionally
select one of these templates from the dropdown to append it to all Service Desk issues.
![Service Desk enabled](img/service_desk_enabled.png)
1. Service Desk is now enabled for this project! You should be able to access it from your project's navigation **Issue submenu**:
Service Desk is now enabled for this project! You should be able to access it from your project
navigation's **Issues** menu.
![Service Desk Navigation Item](img/service_desk_nav_item.png)
![Service Desk Navigation Item](img/service_desk_nav_item.png)
## Using Service Desk
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