#community-advocacychat channel for questions that don't seem appropriate to use the issue tracker for.
Ultimate Goal: respond to every community question about GitLab asked online
We use the mentions-of-gitlab slack channel to track mentions of GitLab across multiple sources. This allows us to respond to user requests across various platforms.
We currently track the following sources for GitLab mentions:
We use notify.ly to track and pipe these mentions to the mentions-of-gitlab channel.
Respond to the GitLab community across the following channels in a timely manner:
TODO: improve the process of responding to blog comments, probably by disabling the integration with Zendesk and finding a better way to stay alerted.
All the comments from our blog are handled by Disqus. Currently we have an integration in place with Zendesk, where every new comment or reply to a comment creates a new ticket in ZenDesk. As part of your daily routine, you should make sure that this queue is as empty as possible. Right now there is no way for us to directly reply to the comment from ZenDesk, so if a comment you see requires a reply (that is if the ticket is not from someone on our team, or is a question or a problem) you need to click on the link to the comment and reply directly in the blog post. Once you have replied, you should come back to ZenDesk and mark that ticket as solved, plus the ticket that was created for your reply.
Tweets that mention @GitLab, @GitLabSupport, or @GitLabStatus, will create a ticket in ZenDesk, and show up in the "Twitter and Facebook" view. All responses should be sent from ZenDesk. 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.
Reply to almost all tweets, following the social media guidelines, and the guidelines on representing GitLab on Twitter regardless of whether the tweet is of a technical nature or not. Follow up with the support team if the issue is too complex to handle.
When resolving Twitter tickets you should:
Respond to questions on the GitLab Mailing List.
TODO: improve the process of responding to Facebook comments, probably by disabling the integration with Zendesk and finding a better way to stay alerted.
Messages sent to our Facebook page also feed into ZenDesk.
TODO: improve the process of responding to forum questions, probably by disabling the integration with Zendesk and finding a better way to stay alerted.
Questions from the GitLab Forum flow into ZenDesk, but can only be responded to from within the Forum environment.
TODO: improve the process of responding to Stack Overflow questions, probably by disabling the integration with Zendesk and finding a better way to stay alerted.
The Stack Overflow tagged questions that relate to GitLab flow into ZenDesk, but can only be responded to from within Stack Overflow.
Respond to mentions of GitLab on Reddit, especially ones in the GitLab Reddit.
Respond to questions about GitLab on Quora, especially the ones that appear in the GitLab Topic channel.