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.
In addition to
:white_check_mark: emoji that is mentioned in General Guidelines for Communication at GitLab and Slack Workflows, consider utilizing the following emojis within Support Slack channels as well.
: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.
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.
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.
@mustreadand 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 @user2I'll add ✅ to this message. If somebody clicks on this reaction, it will mean they read it. When everyone has reacted you will see 📙.
@mustreadto 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: some important text for a channel 70 or more characters long
Please refer to the help page for more information on different use cases.