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Involving experts workflow

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Overview

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

This gives:

Workflow

Please ping the expert in the relevant channel (e.g. in #frontend if it's a frontend question) with:

@expert_username LINK: [LINK TO COMMUNITY COMMENT]
https://about.gitlab.com/handbook/marketing/community-relations/community-advocacy/#can-you-please-respond-to-this
Hello! Could you respond to this? Please answer on the social platform it was asked on originally (not Slack). If you don't know the answer, could you share your thoughts and pass it along to another expert? We're trying to make sure every comment gets a response. Thank you!

And add an internal note with the link of the Slack message to the associated Zendesk ticket. If there is no Zendesk ticket related to the mention (e.g. a HackerNews mention) track it in the #community-relations channel.

Best practices

When trying to figure out who has expertise on what segment of the product, the handbook Product page has a section called "Who to talk to for what". The team page can also be useful.

Automation

TBD: Zendesk