|@GitLabStatus||Zendesk||Post service updates|
|@GitLab||Zendesk||Respond to mentions and questions|
|@MovingToGitLab||Tweetdeck||Respond to mentions and questions|
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:
Check if we're experiencing any issues with our system on GitLab System Status page or if there were any official updates on our Twitter GitLab.com Status profile. If you find anything that might be related, please follow up with the user forwarding that link and asking if they are still experiencing issues.
Often, users will tweet their support related questions to the main @gitlab account. Solving support related questions via twitter is not the preferred method, as the character limit is difficult to work with, and resolutions could be lost for future use.
The involving experts workflow can sometimes be an effective way to response to users. In addition, advocates should consider utilizing the GitLab support zendesk instance to find sharable resources, or direct users to post their question on the GitLab Forum
status:solvedto your search.
Advocates should first try to find a related question in the forum and share a direct link asking for input. If no similar post exists, share the link to the most appropriate forum category.
Consider using language like this in your tweet to best encourage forum use:
Posting in the forum allows the GitLab team and the wider community to help find solutions for your needs, create issues for long-term solutions, and update our documentation.
In order to troubleshoot your issue, please post your question in our forum at https://forum.gitlab.com! This way you'll have the whole power of the community to help.
It's likely these community experts will be able to help: (link to forum topic) since they have worked through something similar before. Post your question and we'll check in on it!
Users will often tweet to bring attention to a ticket they submitted to support. Advocates can respond by
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.
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_action Slack Channel for the social team to review.
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).
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.
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.