Community Advocacy

Finding the Community Advocates

On this page


Role of Community Advocacy

Ultimate Goal: respond to every community question about GitLab asked online

Mentions

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:

  1. Product Hunt
  2. Tumblr
  3. Hacker News
  4. Reddit

We use notify.ly to track and pipe these mentions to the mentions-of-gitlab channel.

We also funnel all comments on our blog posts and any mention of GitLab on Lobsters to this channel using zapier.

Specific channels

Respond to the GitLab community across the following channels in a timely manner:

Disqus

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.

Twitter

Tweets that mention @GitLab, 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:

  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 and ask on the appropriate Slack channel if you don't know the answer
  4. Not cross assign tickets

Mailing list

Respond to questions on the GitLab Mailing List.

Facebook

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.

GitLab Forum

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.

Stack Overflow

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.

Reddit

Respond to mentions of GitLab on Reddit, especially ones in the GitLab Subreddit.

Quora

Respond to questions about GitLab on Quora, especially the ones that appear in the GitLab Topic channel.