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Twitter response workflow

Overview

Handles

HANDLE RESPOND FROM GUIDELINES
@GitLabStatus Zendesk Post service updates
@GitLab Zendesk Respond to mentions and questions
@MovingToGitLab Tweetdeck Respond to mentions and questions

Workflow

All initial Twitter responses should be sent from Zendesk. If a follow up tweet from a user warrants a response, follow the Tweetdeck workflow below.

When resolving Twitter tickets in Zendesk you should:

  1. Use Play mode in the Twitter view. The default Twitter view will sort tickets by created date (ascending).
  2. Not skip any tickets
  3. Assign the ticket to yourself or ask in the appropriate chat channel if you don't know how to answer it
  4. Not cross assign tickets

Best practices

General

Reports of Spam

Users might take to Twitter to report instances of spam on the GitLab.org Issue Board. To report this, post in the #abuse slack channel with a link to the issue board and the timing of the spam report. Respond to the user and thank them for getting our attention on the issue.

The same workflow can be applied for spam reports that come through on other social channels, however, Twitter is the most common place for these reports.

Usage of Likes

Use "Likes" on Twitter for promoting positive feedback about our product, since we direct users there when we want to show that people really love the product. Avoid using it for anything else.

Retweeting

Advocates shouldn't retweet anything from the official GitLab Twitter accounts. If you see something that should be retweeted, paste the tweet in #social_media Slack Channel for the social team to review.

Direct Messages

We have direct messages disabled in our Twitter accounts, but they can be used if we first send a direct message to a user. This should only be used when the user needs to communicate with us privately (e.g. to give a mailing address).

Automation

Tweets that mention @GitLab, or @GitLabStatus will create a ticket in Zendesk, and show up in the "Twitter" view.

If a tweet is responded to from TweetDeck, this risks duplicate responses. Responding from Zendesk also enables us to track our response times vs. our internal SLA.

Tweetdeck

The Twitter/Zendesk integration does not correctly thread Twitter conversations. Follow-up tweets sent via Zendesk will appear as a response to the user's first tweet rather than any subsequent tweets. To work around this, advocates use Tweetdeck to respond directly from the @Gitlab account.

If a user's response to your initial tweet sent from Zendesk warrants a response, open the tweet in Tweetdeck. Respond directly to the tweet via Tweetdeck. Add a link to your response in an internal note on the Zendesk ticket.

Tweetdeck can also be used to delete tweets if something is sent accidentally from Zendesk.