Please mention the expert by name in the relevant Slack channel (e.g. in #frontend if it's a frontend question) with the following template. If you are unsure of the correct channel, you can ping the experts in the #questions channel.
If you are working on a mention that requires an expert from a particular devops stage, you can find them in the Slack channels named #s_<devopstage> (e.g. #s_plan, #s_verify, etc.).
Expert Involvement Template
@expert_username [LINK TO COMMUNITY COMMENT]
Hello! I need support from an expert to respond to this. Can you please answer on [name of social platform]? Even if you are in a rush, remember - your direct respond is a better experience for you and the requestor! If you don't know the answer, could you share your thoughts and ping a specific expert who might? We're trying to make sure every comment gets a response. Thank you! https://about.gitlab.com/handbook/marketing/community-relations/community-advocacy/#can-you-please-respond-to-this
After reaching out to experts via slack, add the Slack outreach link as an internal note and submit Zendesk ticket as 'Open'.
Consider responding yourself via the @gitlab handle through Zendesk with as much information as you currently have while you're waiting for the expert. This will enable us to engage with the user faster and assure them that our team will get back to them with more details soon.
After the expert as responded, link the expert's response on social as an internal note in the Zendesk ticket.
Apply the 'Expert Responded' macro to the Zendesk Ticket to automatically solve.
If there is no Zendesk ticket related to the mention (e.g. a HackerNews mention) track it in the #community-relations Slack channel.
The template above has the keyword phrase 'support from an expert' for ease of seaching in Slack.
Search slack using keyword phrase 'support from an expert' to track total number of times advocates reached out to experts
Tickets are solved witht the 'Expert Responded' macro and tag.
In Zendesk, navigate to the Admin section and choose Tags. Click on the 'expert-responded' tag to view all tickets solved with this macro.
Advocates can use this number compared with the total tickets solved per month to find the percentage of gitlab mentions that are responded to by an expert.