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Involving experts workflow

Overview

When responding to community messages, you should always strive to involve a resident GitLab expert on the subject if possible.

This gives:

Workflow

Refer to the Product stages, groups, and categories page to locate the appropriate expert/team.

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.

For expert responses on blog posts, first check if the blog author is a GitLab team member, and reach out to them directly. If the blog author is not a GitLab team member, the content team may be able to help connect you over email.

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] using your personal account? Even if you are in a rush, remember - your direct response 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

If there is no Zendesk ticket related to the mention (e.g. a HackerNews mention) track it in the #community-relations Slack channel.

Metrics

Slack

Zendesk

Best practices

When trying to figure out who has expertise on what segment of the product, refer to the "DevOps Stages" section of the Product stages, groups, and categories page in the handbook. The team page can also be useful.

Automation

TBD: Zendesk