Overview and use cases for Service Desk

doc/user/project/issues/create_new_issue.md

@@ -36,3 +36,12 @@ From an Issue Board, create a new issue by clicking on the plus sign (**+**) on
 It opens a new issue for that project labeled after its respective list.
 
 ![From the issue board](img/new_issue_from_issue_board.png)
+
+## New issue via Service Desk
+
+Enable [Service Desk](../service_desk.md) to your project and offer email support.
+By doing so, when your customer sends a new email, a new issue can be created in
+the appropriate project and followed up from there.
+
+_Service Desk is available only for [GitLab Enterprise Edition Premium](https://about.gitlab.com/gitlab-ee/)
+and [GitLab.com Silver](https://about.gitlab.com/gitlab-com/) subscribers._

doc/user/project/service_desk.md

 # Service Desk
 
-> [Introduced][ee-149] in [GitLab Enterprise Edition Premium][ee] 9.1.
+> [Introduced][ee-149] in [GitLab Enterprise Edition Premium 9.1][eep-9.1].
+
+## Overview
+
+Service Desk is a module that allows your team to connect directly
+with any external party through email right inside of GitLab; no external tools required.
+An ongoing conversation right where your software is built ensures that user feedback ends up directly where needed,
+helping you build the right features to solve your user's real problems.
+
+Provide efficient email support to your customers, who can email bug reports,
+feature requests, or any other general feedback directly into your GitLab project as a new issue.
+In turn, your team can respond straight from the project.
+
+As Service Desk is built right into GitLab itself, the complexity and inefficiencies
+of multiple tools and external integrations are eliminated, significantly shortening
+the cycle time from feedback to software update.
+
+## Use cases
+
+For instance, let's assume you develop a game for iOS or Android.
+The codebase is hosted in your GitLab instance, built and deployed
+with GitLab CI.
+
+1. Offer email support to your paying customers, who can email you directly from their app
+1. The email they send creates an issue in the appropriate project
+1. Your team members reply to that issue thread to follow up with your customer
+1. Your team starts working on implementing code to solve your customer's problem
+1. When your team finishes the implementation, their merged merge request will close the issue
+1. The customer will have been attended successfully through GitLab, without having real access to your GitLab instance
+1. Your team saved time by not having to leave GitLab (or setup any integrations) to follow up with your customer
+
+## How it works
 
 GitLab Service Desk is a simple way to allow people to create issues in your
 GitLab instance without needing their own user account.
@@ -11,10 +42,15 @@ 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/gitlab-com/),
+you can skip the step 1 below; you only need to enable it per project.
+
 1.   [Set up reply by email][reply-by-email] for the GitLab instance. This must
      support [email sub-addressing][email-sub-addressing].
-2.   As an administrator user on your GitLab instance, go to a project's settings
-     page.
+2.   Navigate to your project's **Settings** and scroll down to the **Service Desk**
+     section.
 3.   If you have the correct access and an Enterprise Edition Premium license,
      you will see an option to set up Service Desk:
 
@@ -54,14 +90,17 @@ And any responses they send will be displayed in the issue itself.
 
 ### As a responder to the issue
 
-For responders to the issue, everything works as normal. Messages from the end
+For responders to the issue, everything works as usual. Messages from the end
 user will show as coming from the special Support Bot user, but apart from that,
-you can read and write comments as normal:
+you can read and write comments as you normally do:
 
 ![Service Desk issue thread](img/service_desk_thread.png)
 
+> Note that the project's visibility (private, internal, public) does not affect Service Desk. 
+
 [ee-149]: https://gitlab.com/gitlab-org/gitlab-ee/issues/149 "Service Desk with email"
 [ee]: https://about.gitlab.com/gitlab-ee/ "GitLab Enterprise Edition landing page"
+[eep-9.1]: https://about.gitlab.com/2017/04/22/gitlab-9-1-released/#service-desk-eep
 [reply-by-email]: ../../administration/reply_by_email.md#set-it-up
 [email-sub-addressing]: ../../administration/reply_by_email.md#email-sub-addressing
 [confidential]: ./issues/confidential_issues.md "Confidential issues"