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, ping @advocates in the #community-advocates Slack channel.
Solve the ticket with the Advocate responded macro. (Replied macro will use the public response field in order to track the first reply time)
If a comment or post does not require a response, solve the ticket with the Mention macro.
The following outlines an experiement the advocates are currently working on to increase engagement conversations on Reddit about GitLab.
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.
Typical Reddit Ticket Categories and Path for Engagement:
This can include questions about GitLab as a product, comparing GitLab to competitors, hiring, developer education, and questions about remote work at GitLab.
Use the invovlving experts workflow to engage experts in answering relevant questions.
Share devops tools pages in conversations comparing GitLab to other tools.
NOTE: Engagement in these conversations should be focused on providing facts, not opinion. Consider sharing devops tools in threads where users are looking for a tool to provide a solution to their problem.
Use your individual reddit account, not a shared company one (although you may request user flair. Feel free to use your personal (non-work) account if you prefer. You can request reddit user flair by pinging @advocates in the #community-advocates Slack channel. User flair brings more visibility to GitLab team members and it's a transparent and effective way to let the wider community that you are part of the organization. It also makes comments seem more authentic and shows engagement in Reddit.
If you use Reddit a lot, it may be useful to create a separate, more professional (but still individual) work account to interact with the GitLab community as part of your role.
All mentions of GitLab come in as a new ticket in Zendesk via Zapier.
If you notice there have been no tickets for an extended period of time, check the New Reddit Mention zap in Zapier to make sure it's working. If you aren't sure if it is, ping @advocates in the #community-advocacy Slack channel.
There are often bot posts that include GitLab URLs that generate a lot of unwanted noise. There is a step in the Zapier automation to filter posts like this. If you notice a large number of posts coming from a bot, please add it to the denylist 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
Git is a trademark of Software Freedom Conservancy and our use of 'GitLab' is under license