When responding to community messages, you should always strive to involve a resident GitLab expert on the subject if possible.
Refer to the Product stages, groups, and categories page to locate the appropriate expert/team.
Please mention the expert by name in the relevant Slack channel (e.g. in
#frontend if it's a frontend question) with the following template. If you are unsure of the correct channel, you can ping the experts in the
@techevangelismon any Slack channels
If you are working on a mention that requires an expert from a particular devops stage, you can find them in the Slack channels named
@expert_username [LINK TO COMMUNITY COMMENT] Hello! I need support from an expert to respond to this. Can you please answer on [name of social platform] using your personal account? Even if you are in a rush, remember - your direct response is a better experience for you and the requestor! If you don't know the answer, could you share your thoughts and ping a specific expert who might? We're trying to make sure every comment gets a response. Thank you! https://release-13-0.about.gitlab-review.app/handbook/marketing/community-relations/community-advocacy/#can-you-please-respond-to-this
Reached out to an expertmacro and link the Slack outreach message.
Expert Respondedmacro to the Zendesk Ticket to automatically solve the ticket.
If there is no Zendesk ticket related to the mention (e.g. a HackerNews mention) track it in the
#community-relations Slack channel.
expert-respondedmacro and tag.
View This Report
Filtersand then click
Select form a List of Values (including date ranges)
Date (Ticket Created)and choose the first option with the same name. Then, click
Click to Select Floating Range
rangeoption. Make sure both elements in the range are set to
Delta Last 30 Dayscolumn, and appear as a negative number. If the tag was used more during the month in question than the month before, the data will populate in the
Last 30 Dayscolumn, and appear as a positive number.
Advocates can use Google Sheets and Google Slides to create a graph to best communicate this data during the team Group Conversation.