When responding to community messages, you should always strive to involve a resident GitLab expert on the subject if possible.
#frontendif it's a frontend question) with the following template. If you are unsure of the correct channel, you can ping the experts in the
The next steps vary for different Zendesk views, based on how tickets are threaded/pulled into our Zendesk instance.
Expert Responsemacros and note the name of the expert who responded in the ticket notes. The expert response will be threaded in the same ticket as the original tweet.
For Blog/Docs Comments:
For Hackernews and Reddit:
GitLab, it will come into Zendesk as a new ticket. Solve this ticket with the
GitLab, add a link to the original ticket and solve with both the
Advocates can involve experts in community discussions by
Will involving an expert help the community member feel their input matters?
Is there a direct question being asked to GitLab?
Is the mention of GitLab feedback about the product or company?
@techevangelismon any Slack channels
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
@expert_username [LINK TO COMMUNITY COMMENT] Hello! An expert is needed to respond to this. Could you please answer on [name of social platform] using your own individual account? Even if you are busy, your direct response is a better experience for the requester! If you don't know the answer, could you share your thoughts and ping a specific expert who might? Or if there is a more appropriate channel to ask, could you point me in that direction? It’s our goal to involve GitLab team members in wider GitLab community discussions. Thank you! /handbook/marketing/community-relations/community-advocacy/#can-you-please-respond-to-this
Reached out to an expertmacro and link the Slack outreach message.
Expert Respondedmacro to the Zendesk Ticket to automatically solve the ticket.
If there is no Zendesk ticket related to the mention (e.g. a HackerNews mention) track it in the
#community-relations Slack channel.
expert-respondedmacro and tag.
View This Report
Filtersand then click
Select form a List of Values (including date ranges)
Date (Ticket Created)and choose the first option with the same name. Then, click
Click to Select Floating Range
rangeoption. Make sure both elements in the range are set to
Delta Last 30 Dayscolumn, and appear as a negative number. If the tag was used more during the month in question than the month before, the data will populate in the
Last 30 Dayscolumn, and appear as a positive number.
Advocates can use Google Sheets and Google Slides to create a graph to best communicate this data during the team Group Conversation.