Gitlab hero border pattern left svg Gitlab hero border pattern right svg

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 #community-advocates Slack channel, and include your Reddit username. Your flair will read GitLab Team.

Workflow

  1. Open each ticket in Zendesk in the Reddit view.

  2. Navigate to the Reddit thread to see if the comment or post has received a response.

  3. Respond if necessary using your personal Reddit account
  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, ping @advocates in the #community-advocates Slack channel.
  5. Solve the ticket with the Advocate responded macro. (Replied macro will use the public response field in order to track the first reply time)

  6. If a comment or post does not require a response, solve the ticket with the Mention macro.

Response Strategies

The following outlines an experiement the advocates are currently working on to increase engagement conversations on Reddit about GitLab.

Typical Reddit Ticket Categories and Path for Engagement:

Questions:

Support Issues:

Feedback:

Misinformation:

Best practices

Common Subreddits Mentioning GitLab

Automation

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:

  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
Git is a trademark of Software Freedom Conservancy and our use of 'GitLab' is under license