Gitlab hero border pattern left svg Gitlab hero border pattern right svg

Hacker News

Overview

Hacker News is our most important social channel, so always treat it as a top priority. Any thread that is discussing our company's structure, values, product vision or any other sensitive blog post, articles, etc. is both important and urgent.

Every comment should get a response from someone from the company. It is encouraged to use this template and involve as many experts as necessary. If you or the expert don't know the answer to a comment/remark please share your thoughts because every remark should have at least one response.

In addition to the HackerNews view in our Community Zendesk, GitLab mentions on HackerNews are also tracked on the #hn-mentions Slack channel.

Workflow

  1. Go through the tickets in Zendesk HackerNews view:
    • If the related comment doesn't require a response, use No op Zendesk macro
    • If you decide that one of our resident GitLab experts might provide additional context and clarification for the particular topic or that the related comment might provide useful feedback for them, please involve an expert
    • If you are able to provide a quick response/resource and decide that you don't have to involve an expert, reply on news.ycombinator.com (not on Zendesk) using your personal Hacker News account
  2. Ping @sytse in the #community-relations Slack channel if you judge his input is required, or in case of doubt
  3. Solve the ticket with the Replied macro (Replied macro will use the public response field in order to track the first reply time)

Backup workflow

If the Zendesk integration is broken, feel free to use the Slack alternative:

  1. Find new mentions on the #hn-mentions Slack channel and follow decision flow from the original workflow
  2. Add a checkmark (:heavy_check_mark:) on every Slack message that you process to indicate that it was responded or decided that it doesn't require a response

Hacker News channel workflow

Best practices

When responding to a post about GitLab on Hacker News:

Always bear in mind the social media guidelines for Hacker News in all your interactions with the site.

Social media guidelines

Note: You can find the full list of social media guidelines here

Automation

These mentions are piped to Community Zendesk and the #hn-mentions Slack channel by Zapier.