Mark ticket as On Hold if you're waiting for an expert to reply
If your response asks a question or sparks conversation, mark the ticket as Pending
NOTE: Typically, the only posts that will need responses are those that are questions, support issues, feedback, or are spreading misinformation. Comments such as "I use GitLab and I love it!" should not be replied to as they would on other social media platforms.
Most new posts on the /r/gitlab subreddit should have responses.
If comment/post does not need a response but is still good or valuable, upvote it and apply the Upvoted macro
If it is particularly insightful or useful, it may be a good idea to share it on an appropriate Slack channel for visibility
If you see a comment you want all community advocates to upvote as well, start a thread on the particular comment in Slack and ping @advocates
Solve the ticket with the Replied macro (Replied macro will use the public response field in order to track the first reply time)
Always be kind and understanding, no matter how the other person acts
All mentions of GitLab, whether comments or new posts, are handled by Zapier. It first creates a ticket in Zendesk under the Reddit view, and then posts to the #reddit Slack channel.
In Slack, new comments are posted by a bot with a blue icon by a bot called Reddit Comment, and new posts with an orange icon called Reddit Post.
There are often bot posts that include GitLab URLs that generate a lot of unwanted noise. There is a step in the Zapier automation that blacklists bots that do this. If you notice a large number of posts coming from a bot, please add it to the blacklist by following these steps in Zapier:
In Zapier, go to Zaps > Community Advocacy > New Reddit Mention
Go to the Filter Noise step
Select Filter Setup & Testing
Click + AND
For the first dropdown, select Username
For the second, select (Text) Does not exactly match
In the third box, paste the name of the bot to exclude
Run a test and continue
Zapier automatically turns off processes that have been modified, so make sure you turn it back on