[{"data":1,"prerenderedAt":1210},["ShallowReactive",2],{"handbook-\u002Fhandbook\u002Fengineering\u002Fsupport\u002Ftriage":3,"handbook-nav":499},{"id":4,"title":5,"body":6,"description":467,"extension":491,"meta":492,"navigation":494,"path":495,"seo":496,"stem":497,"__hash__":498},"handbook\u002Fhandbook\u002Fengineering\u002Fsupport\u002Ftriage.md","Support Triage Duty",{"type":7,"value":8,"toc":466},"minimark",[9,13,18,22,30,33,37,40,85,88,92,97,120,124,132,135,139,156,166,170,174,185,191,195,200,205,208,222,226,229,232,240,243,256,260,267,281,284,288,291,357,361,369,372,376,379,382,385,389,395,411,414,418,421,425,444,448,451,454],[10,11,5],"h1",{"id":12},"support-triage-duty",[14,15,17],"h2",{"id":16},"overview","Overview",[19,20,21],"p",{},"Support triage duty is a first-line monitoring role to ensure incoming support requests are promptly acknowledged, categorized, and routed to the right department, team, or person.",[19,23,24,25,29],{},"At FlowFuse, we do not currently have a dedicated support team. To share the support load, keep every department connected to our users, and ensure clear ownership, we operate a triage rotation for all team members outside of Engineering. Engineering provides a separate rotating expert to support this process. This reflects our commitment to ",[26,27,28],"strong",{},"proactive ownership as a company",", ensuring customers receive timely, thoughtful responses and that requests reach the right place quickly.",[19,31,32],{},"The goal of triage is not to solve every issue yourself, but to act as a connector and create forward motion.",[14,34,36],{"id":35},"how-triage-reflects-our-values","How Triage Reflects Our Values",[19,38,39],{},"Support triage duty is not just an operational practice. It is an expression of FlowFuse’s company values in action.",[41,42,43,53,61,69,77],"ul",{},[44,45,46,49,52],"li",{},[26,47,48],{},"Results",[50,51],"br",{},"Triage emphasizes initiative and outcomes over process. The focus is on creating momentum for customer requests rather than waiting for the right moment or person.",[44,54,55,58,60],{},[26,56,57],{},"Iterative Improvement",[50,59],{},"Triage is a living system. As we learn more about customer needs, volume, and patterns, we expect both the process and this handbook to evolve.",[44,62,63,66,68],{},[26,64,65],{},"Collaborative Community",[50,67],{},"By rotating triage across the organization, customer ownership is shared, teams remain connected to real user needs, and ensures information flows openly.",[44,70,71,74,76],{},[26,72,73],{},"Constructive Candor",[50,75],{},"Triage relies on clear, respectful communication, whether acknowledging a customer, routing a ticket, or escalating internally to keep work moving.",[44,78,79,82,84],{},[26,80,81],{},"Customer Empathy",[50,83],{},"Even when we do not yet have answers, triage ensures customers are heard, acknowledged, and supported with appropriate urgency and care.",[19,86,87],{},"Triage exists as a practical extension of how we work together at FlowFuse.",[14,89,91],{"id":90},"the-flow-how-it-works","The Flow: How It Works",[93,94,96],"h3",{"id":95},"the-schedule","The Schedule",[41,98,99,111,117],{},[44,100,101,102,105,106,110],{},"Each Friday, the Support Coordinator announces the next ",[26,103,104],{},"Triage Lead"," (from non-engineering teams) in ",[107,108,109],"code",{},"#support-tickets",".",[44,112,113,114,110],{},"Rotations last ",[26,115,116],{},"one week (Monday to Friday)",[44,118,119],{},"In parallel, a second expert from Engineering is assigned weekly to assist with technical queries. This Engineering rotation is assigned by the Engineering Manager.",[93,121,123],{"id":122},"the-role","The Role",[41,125,126,129],{},[44,127,128],{},"You are the first set of eyes, not the final owner.",[44,130,131],{},"Your responsibility is to acknowledge, categorize, and route requests so they reach the right place quickly.",[19,133,134],{},"You are not expected to be an expert, only a connector.",[14,136,138],{"id":137},"where-tickets-come-from","Where Tickets Come From",[41,140,141,147],{},[44,142,143,146],{},[26,144,145],{},"Live chat"," from the website support widget",[44,148,149,152,153],{},[26,150,151],{},"Email"," sent to ",[107,154,155],{},"support@flowfuse.com",[19,157,158,159,110],{},"All tickets appear in the ",[160,161,165],"a",{"href":162,"rel":163},"https:\u002F\u002Fapp-eu1.hubspot.com\u002Fhelp-desk\u002F26586079\u002F",[164],"nofollow","HubSpot Helpdesk",[14,167,169],{"id":168},"what-to-monitor","What to Monitor",[93,171,173],{"id":172},"hubspot","HubSpot",[19,175,176,177,184],{},"Keep the ",[160,178,181],{"href":179,"rel":180},"https:\u002F\u002Fapp-eu1.hubspot.com\u002Fhelp-desk\u002F26586079\u002Fview\u002F236761036\u002Flist-view",[164],[26,182,183],{},"Unassigned Triage"," view open during the day. If you don't have access to HubSpot, only focus on the Slack Channel noted below.",[186,187,188],"blockquote",{},[19,189,190],{},"To note: Chatbot tickets don’t go into triage and don't appear in Slack. Only in HubSpot.",[93,192,194],{"id":193},"slack","Slack",[19,196,197,198,110],{},"New tickets trigger notifications in ",[107,199,109],{},[186,201,202],{},[19,203,204],{},"Tip: To receive badge notifications, configure the channel’s notification settings rather than relying on the bell icon.",[19,206,207],{},"Configuration steps:",[41,209,210,213,216,219],{},[44,211,212],{},"Open the Slack channel #support-tickets",[44,214,215],{},"Click on the channel name",[44,217,218],{},"Click on the second icon at the top of the screen (bell icon)",[44,220,221],{},"Choose \"All new posts\"",[14,223,225],{"id":224},"sla-awareness-important","SLA Awareness (Important)",[19,227,228],{},"Some customers have response-time SLAs based on their subscription.",[19,230,231],{},"Triage leads are not responsible for enforcing SLAs directly, but are responsible for ensuring tickets are routed and acknowledged in a way that supports them.",[19,233,234,235,110],{},"Current SLA definitions and response expectations are documented in the ",[160,236,239],{"href":237,"rel":238},"https:\u002F\u002Fflowfuse.com\u002Fhandbook\u002Fsales\u002Fsubscription-agreement-1.5\u002F",[164],"Subscription Agreement",[19,241,242],{},"When triaging:",[41,244,245,248,251],{},[44,246,247],{},"Be especially attentive to Enterprise customer tickets",[44,249,250],{},"Prioritize routing and visibility for time-sensitive issues",[44,252,253,254],{},"When unsure whether an SLA applies, escalate early in ",[107,255,109],{},[14,257,259],{"id":258},"severity-guide","Severity Guide",[19,261,262,263,266],{},"A ticket is considered ",[26,264,265],{},"urgent"," if it involves:",[41,268,269,272,275,278],{},[44,270,271],{},"Production outages or blocked deployments",[44,273,274],{},"Security or data concerns",[44,276,277],{},"Enterprise customers reporting downtime or business impact",[44,279,280],{},"Anything that risks breaching an SLA",[19,282,283],{},"When in doubt, escalate rather than waiting.",[14,285,287],{"id":286},"categorization-routing","Categorization & Routing",[19,289,290],{},"To route the Slack message, the triage person should follow the instructions below.",[292,293,294,307],"table",{},[295,296,297],"thead",{},[298,299,300,304],"tr",{},[301,302,303],"th",{},"Category",[301,305,306],{},"Action",[308,309,310,319,326,334,341,349],"tbody",{},[298,311,312,316],{},[313,314,315],"td",{},"Sales inquiry",[313,317,318],{},"Tag @sales in the Slack thread of the ticket",[298,320,321,324],{},[313,322,323],{},"Billing inquiry",[313,325,318],{},[298,327,328,331],{},[313,329,330],{},"Product support (Enterprise)",[313,332,333],{},"Tag @engineering in the Slack thread of the ticket",[298,335,336,339],{},[313,337,338],{},"Product support (Team)",[313,340,333],{},[298,342,343,346],{},[313,344,345],{},"Product support (OSS or Community)",[313,347,348],{},"Tag @product in the Slack thread of the ticket",[298,350,351,354],{},[313,352,353],{},"Spam (e.g. booth design offers)",[313,355,356],{},"Comment spam in the Slack thread of the ticket",[14,358,360],{"id":359},"replying-vs-routing","Replying vs Routing",[41,362,363,366],{},[44,364,365],{},"If you can confidently answer a simple question, or you are part of the team the ticket would be routed to, you may reply directly in HubSpot if you have access.",[44,367,368],{},"If the issue requires investigation or follow-up, route it to the appropriate team.",[19,370,371],{},"Whoever replies first in HubSpot becomes the ticket owner and will receive future notifications for that ticket. The owner can be re-assigned when appropriate.",[14,373,375],{"id":374},"ownership-after-routing","Ownership After Routing",[19,377,378],{},"Once a ticket has been replied to in HubSpot or routed in Slack, ownership sits with the assigned ticket owner or team.",[19,380,381],{},"If a ticket stalls after assignment\u002Ftriage, responsibility for follow-up and resolution lies with the owner or owning team, not the triage role.",[19,383,384],{},"Triage exists to create initial clarity and forward motion, not to monitor or enforce ongoing progress.",[14,386,388],{"id":387},"slack-workflow","Slack Workflow",[19,390,391,392,394],{},"Use emoji reactions on ticket notifications in ",[107,393,109],{},":",[41,396,397,404],{},[44,398,399,400,403],{},"Add 👀 ",[107,401,402],{},":eyes:"," on the main Slack message to let the team know that:\nYou are on it",[44,405,406,407,410],{},"Add ✅ ",[107,408,409],{},":white_check_mark:"," on the main Slack message to let the team know that:\nIssue has been dealt with",[19,412,413],{},"This keeps the channel readable and avoids unnecessary status messages.",[14,415,417],{"id":416},"vacation-ooo-coverage","Vacation & OOO Coverage",[19,419,420],{},"The Support Coordinator reviews the rotation against Deel each week and proactively swaps anyone who is out of office.",[14,422,424],{"id":423},"rules-of-engagement","Rules of Engagement",[41,426,427,435,438],{},[44,428,429,432,434],{},[26,430,431],{},"Do not merge tickets in HubSpot",[50,433],{},"\nMerged tickets become unsearchable due to a HubSpot limitation.",[44,436,437],{},"Internal emails may still represent customer requests. Read carefully.",[44,439,440,441,443],{},"When unsure, ask in ",[107,442,109],{}," or the relevant department channel.",[14,445,447],{"id":446},"handling-spam","Handling Spam",[19,449,450],{},"Common spam includes booth design offers and unsolicited sales pitches.",[19,452,453],{},"For these:",[41,455,456,463],{},[44,457,458,459,462],{},"Click ",[26,460,461],{},"Mark as spam"," in the HubSpot Actions menu, or",[44,464,465],{},"Delete the 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