We use Disqus to manage, reply to and moderate comments on both the GitLab website and the GitLab documentation.
The Disqus subscription runs on the Disqus Plus plan, with which we manage the 2 websites.
We have two ways of accessing the Disqus interface:
The GitLab website can be accessed via the main Disqus interface once logged in for management purposes. To do so:
Alternatively, each one of the websites we manage can be accessed directly through:
While new Disqus comments appear as tickets on Zendesk, those marked as spam remain in the Disqus web interface without further notification. Community Advocates should review the Disqus moderation queue from time to time:
From then on, you can moderate all comments in the
Pending queue. You can choose one of 3 actions for each comment (or select some and apply actions in bulk): Approve, Spam, Delete.
It's also advisable to check the rest of the queues (
Deleted) to ensure no false positives have been marked as spam, or spam has been approved.
We are using Zapier to forward Disqus comments into Slack.
Community Relations team members can reach out to blog post authors, technical writers, and other internal experts in order to communicate with the wider GitLab community on Disqus. You can read more about this process on the Involving Experts Workflow handbook page.
It is advised that Community Relations team members consider updating the status of GitLab team members in Disqus whenever an expert responds. Disqus Moderators have a
GitLab visual indicator (a small grey label with text) next to their name when they reply so the wider community can see when GitLab is entering the conversation. This transparency provides clout for their comments, as a verified badge, and lets people know that the response authentically belongs to a GitLab team member.
Here are the steps to add the GitLab label via Moderator status:
Communitytab at the top
Moderatorsin the left hand column
Add a new site moderator by their usernameand enter the expert's Disqus username
GitLablabel to their Disqus responses automatically
Can change settingsand
Can edit commentssettings for that moderator in the list. This will effectively give them the badge only, but not the ability to change Disqus settings or edit other people's comments
Experts will retain their badge until explicitly removed. When the experts leave GitLab, we'll need to remove the Moderator status. Giving the experts the ability to display the badge only but not to change settings or other people's comments minimizes risks in this situation.