If comment/post does not need a response but is still good or valuable, upvote it and apply the Upvoted macro.
If it is particularly insightful or useful, it may be a good idea to share it on an appropriate Slack channel for visibility.
If you see a comment you want all community advocates to upvote as well, start a thread on the particular comment in Slack and ping @advocates.
Solve the ticket with the Reddit::I responded macro. (Replied macro will use the public response field in order to track the first reply time)
If a comment or post does not require a response, solve the ticket with the Mention macro.
The following outlines an experiement the advocates are currently working on to increase engagement conversations on Reddit about GitLab.
NOTE: Typically, the only posts that will need responses are those that are questions, support issues, feedback, or are spreading misinformation. Comments such as "I use GitLab and I love it!" should not be replied to as they would on other social media platforms.
Typical Reddit Ticket Categories and Path for Engagement:
This can include questions about GitLab as a product, comparing GitLab to competitors, hiring, developer education, and questions about remote work at GitLab.
Share devops tools pages in conversations comparing GitLab to other tools.
NOTE: Engagement in these conversations should be focused on providing facts, not opinion. Consider sharing devops tools in threads where users are looking for a tool to provide a solution to their problem.
Use a personal reddit account, not a company one (although you may request user flair. You can request reddit user flair by pinging @advocates on the reddit Slack channel. User flair brings more visibility to GitLab team members and it's a transparent and effective way to let the wider community that you are part of the organization. It also makes comments seem more authentic and shows engagement in Reddit.
If you use Reddit a lot, it may be useful to create a separate, more professional (but still personal) account.
All mentions of GitLab, whether comments or new posts, are handled by Zapier. It first creates a ticket in Zendesk under the Reddit view, and then posts to the #reddit Slack channel.
In Slack, new comments are posted by a bot with a blue icon by a bot called Reddit Comment, and new posts with an orange icon called Reddit Post.
There are often bot posts that include GitLab URLs that generate a lot of unwanted noise. There is a step in the Zapier automation that blacklists bots that do this. If you notice a large number of posts coming from a bot, please add it to the blacklist by following these steps in Zapier:
In Zapier, go to Zaps > Community Advocacy > New Reddit Mention
Go to the Filter Noise step
Select Filter Setup & Testing
Click + AND
For the first dropdown, select Username
For the second, select (Text) Does not exactly match
In the third box, paste the name of the bot to exclude
Run a test and continue
Zapier automatically turns off processes that have been modified, so make sure you turn it back on