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Reddit response workflow

Overview

The purpose of this is to monitor all mentions of GitLab within Reddit.

There is currently no way to filter whether the mention of GitLab is only from a URL (example here), so there may potentially be a high volume of noise.

To request user flair for the /r/gitlab subreddit, ping @advocates in the #reddit Slack channel, and include your Reddit username. Your flair will read GitLab Staff.

Workflow

  1. Go through each ticket in Zendesk in the Reddit view

  2. See if the comment or post has received a response

  3. Respond if necessary using your personal Reddit account
    • Post the comment on the original website (https://www.reddit.com/, not Zendesk) using the link provided in the ticket
    • If needed, ask an expert for help
    • 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.
  4. 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
  5. Solve the ticket with the Replied macro (Replied macro will use the public response field in order to track the first reply time)

Best practices

Automation

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:

  1. In Zapier, go to Zaps > Community Advocacy > New Reddit Mention
  2. Go to the Filter Noise step
  3. Select Filter Setup & Testing
  4. Click + AND
  5. For the first dropdown, select Username
  6. For the second, select (Text) Does not exactly match
  7. In the third box, paste the name of the bot to exclude
  8. Run a test and continue
  9. Zapier automatically turns off processes that have been modified, so make sure you turn it back on