This page is intended to provide general communication tips for GitLab Support
Department. Anything related to communication useful for this department is
welcome here. It is meant to be the extension of GitLab Communication handbook page.
Examples:
How can Support Engineer efficiently talk to other Support Engineers via Slack, Zoom or e-mail?
How can Support Engineer get most of their interaction with Technical Account Manager?
:idontknow: - when another Support Engineer is asking a question which you don't know the answer to
:red_circle: - when another Support Engineer is asking for others to take a look at something or similar, but you are unable to do that within reasonable time (Example is when another engineer is asking for someone to replace them for their on-call shift, but you are unavailable at the time they asked for. Another example is when SLAH is asking whether someone can respond to ticket breaching in one hour, but you have no bandwidth to do that within the SLA.)
:eyes: - to signal that you are looking into the request. It serves as an indication that someone is acting upon the request, and prevents multiple people duplicating work. If you were unable to answer the request you should remove the :eyes: so other people know the request is not yet handled.
Note that it is better to send some signal (even though it might mean you cannot help) than to ignore the message that has been sent. This helps the person who started the thread as it avoids the situation where they still hope someone will chime in and makes them focus on searching for help elsewhere.
Of course, whenever you can, share the idea you have in your mind no matter how trivial you consider it to be, as you never know what can lead someone else in the right direction.
Tickets
Whenever there is a discussion in Slack regarding a ticket, please remember to
add a link to the discussion as an internal note on the ticket. This will allow
anyone working on the ticket after you to easily find the discussion.
@mustread
The @must-read Slack bot transforms any important message into micro-task, so that no one will miss it. It also helps our team collect important messages, announcements, and links, and track who has read them.
@must-read helps to control all significant information no matter how many channels you have and how big is your team. You can easily check who has read the message and who has not. No more “Did you read it guys?” questions needed.
Use cases
Use it to send short important announcements for whole team or channel
Use it when your message is too small to become a task/card/issue but too important to be forgotten/lost/ignored
Bookmark important links for yourself or any member of your team
Send links to important news, tasks, meetings or support tickets
Use must-read messages as simple reminders
When you got notifications from Zendesk, Trello, Asana, JIRA, etc. that need more attention, simply start a thread and mention @must-read
Workflow
Here are some simple commands that you can
Mark any messages to track reactions of the team:
Mention @mustread and teammates (who must read) if you want to get their reaction.
Also you can use @channel or @here. I'll collect all these messages in follow-up list.
E.g. @must-read: example.net @user1 @user2
I'll add ✅ to this message. If somebody clicks on this reaction, it will mean they read it. When everyone has reacted you will see 📙.
Stealth mode:
If you add nobody but @mustread to any link (or 70+ chars of important text for your teammates) it will be must-read for everyone in the channel.
E.g. @must-read: example.net
or @must-read: some important text for a channel 70 or more characters long
Please refer to the help page for more information on different use cases.
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