DevOps Tools response workflow

Overview

Workflow

  1. Go through the tickets per-post
  2. See if all comments have received responses
  3. Respond if necessary, asking an expert for assistance if you don't know the answer
  4. Mark the ticket as Solved

Best practices

Where relevant, invite experts who can help answering the comments to the #devops-tools-comments Slack channel. This provides a quick way for them to monitor the comments without having to log into Zendesk, and it also brings more eyes to the comments.

As a Community Advocate, you can use the Slack comment to ping experts directly when you need assistance answering a particular question.

Automation

All the comments from our blog are handled by Disqus. There's an integration with Zapier in place which pipes posts to ZenDesk as tickets and then posts to the #devops-tools-comments Slack channel. In Zapier, the integration is under the Community Advocacy folder called Disqus to Zendesk: devops-tools page.