---
layout: markdown_page
title: Mattermost
category: Integrated Products
---

### Escalating to the Mattermost team

When a GitLab EE customer hits a Mattermost issue and you cannot reasonably resolve the issue using existing documentation:

- If you know that the customer is a Mattermost EE customer (which they can check by going to "About Mattermost" in the main menu):
   - respond to the customer to let them know you are escalating their request to the Mattermost support team, and place Mattermost support in the cc (see shared secure note in the Support vault in 1Password).
   - the Mattermost team should now respond directly to the customer.
- If you either know that the customer is _not_ a Mattermost EE customer, or you _do not know_ whether they are a Mattermost EE customer:
   - respond to the customer to let them know you are escalating their request to the Mattermost support team.
   - _separately_ open a ticket with the Mattermost team by forwarding the support request to Mattermost support.
   - the Mattermost team will work with us, GitLab Support, to determine the source of the issue, and it is up to us to communicate the solution back to the customer.

### Other resources

- [Mattermost forum](http://forum.mattermost.org/c/general/gitlab) - has over a thousand people registered on the forum and every new question and answer makes thing easier to troubleshoot.

---
layout: markdown_page
title: Mattermost
category: Integrated Products
---

### Escalating to the Mattermost team

When a GitLab EE customer hits a Mattermost issue and you cannot reasonably resolve the issue using existing documentation:

Do your best effort to make sure there is enough information to reproduce the issue, and then:

- If you know that the customer is a Mattermost EE customer (which they can check by going to "About Mattermost" in the main menu):
   - respond to the customer to let them know you are escalating their request to the Mattermost support team, and place Mattermost support in the cc (`subscribers at mattermost dot com`).
   - the Mattermost team should now respond directly to the customer, and keep GitLab Support in the cc.
- If you either know that the customer is _not_ a Mattermost EE customer, or you _do not know_ whether they are a Mattermost EE customer:
   - respond to the customer to let them know you are escalating their request to the Mattermost support team.
   - _separately_ open a ticket with the Mattermost team by forwarding the support request to Mattermost support (see email address above).
   - the Mattermost team will work with us, GitLab Support, to determine the source of the issue, and it is up to us to communicate the solution back to the customer.

### Other resources

- [Mattermost forum](http://forum.mattermost.org/c/general/gitlab) - has over a thousand people registered on the forum and every new question and answer makes thing easier to troubleshoot.

Update per comments in MR
Update per comments in MR
