[{"data":1,"prerenderedAt":1272},["ShallowReactive",2],{"handbook-\u002Fhandbook\u002Fengineering\u002Fsupport\u002Ftriage\u002F":3,"handbook-nav":500},{"id":4,"title":5,"body":6,"description":468,"extension":493,"meta":494,"navigation":495,"path":496,"seo":497,"stem":498,"__hash__":499},"handbook\u002Fhandbook\u002Fengineering\u002Fsupport\u002Ftriage.md","Triage Duty",{"type":7,"value":8,"toc":467},"minimark",[9,14,19,23,31,34,38,41,86,89,93,98,121,125,133,136,140,157,167,171,175,186,192,196,201,206,209,223,227,230,233,241,244,257,261,268,282,285,289,292,358,362,370,373,377,380,383,386,390,396,412,415,419,422,426,445,449,452,455],[10,11,13],"h1",{"id":12},"support-triage-duty","Support Triage Duty",[15,16,18],"h2",{"id":17},"overview","Overview",[20,21,22],"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.",[20,24,25,26,30],{},"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 ",[27,28,29],"strong",{},"proactive ownership as a company",", ensuring customers receive timely, thoughtful responses and that requests reach the right place quickly.",[20,32,33],{},"The goal of triage is not to solve every issue yourself, but to act as a connector and create forward motion.",[15,35,37],{"id":36},"how-triage-reflects-our-values","How Triage Reflects Our Values",[20,39,40],{},"Support triage duty is not just an operational practice. It is an expression of FlowFuse’s company values in action.",[42,43,44,54,62,70,78],"ul",{},[45,46,47,50,53],"li",{},[27,48,49],{},"Results",[51,52],"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.",[45,55,56,59,61],{},[27,57,58],{},"Iterative Improvement",[51,60],{},"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.",[45,63,64,67,69],{},[27,65,66],{},"Collaborative Community",[51,68],{},"By rotating triage across the organization, customer ownership is shared, teams remain connected to real user needs, and ensures information flows openly.",[45,71,72,75,77],{},[27,73,74],{},"Constructive Candor",[51,76],{},"Triage relies on clear, respectful communication, whether acknowledging a customer, routing a ticket, or escalating internally to keep work moving.",[45,79,80,83,85],{},[27,81,82],{},"Customer Empathy",[51,84],{},"Even when we do not yet have answers, triage ensures customers are heard, acknowledged, and supported with appropriate urgency and care.",[20,87,88],{},"Triage exists as a practical extension of how we work together at FlowFuse.",[15,90,92],{"id":91},"the-flow-how-it-works","The Flow: How It Works",[94,95,97],"h3",{"id":96},"the-schedule","The Schedule",[42,99,100,112,118],{},[45,101,102,103,106,107,111],{},"Each Friday, the Support Coordinator announces the next ",[27,104,105],{},"Triage Lead"," (from non-engineering teams) in ",[108,109,110],"code",{},"#support-tickets",".",[45,113,114,115,111],{},"Rotations last ",[27,116,117],{},"one week (Monday to Friday)",[45,119,120],{},"In parallel, a second expert from Engineering is assigned weekly to assist with technical queries. This Engineering rotation is assigned by the Engineering Manager.",[94,122,124],{"id":123},"the-role","The Role",[42,126,127,130],{},[45,128,129],{},"You are the first set of eyes, not the final owner.",[45,131,132],{},"Your responsibility is to acknowledge, categorize, and route requests so they reach the right place quickly.",[20,134,135],{},"You are not expected to be an expert, only a connector.",[15,137,139],{"id":138},"where-tickets-come-from","Where Tickets Come From",[42,141,142,148],{},[45,143,144,147],{},[27,145,146],{},"Live chat"," from the website support widget",[45,149,150,153,154],{},[27,151,152],{},"Email"," sent to ",[108,155,156],{},"support@flowfuse.com",[20,158,159,160,111],{},"All tickets appear in the ",[161,162,166],"a",{"href":163,"rel":164},"https:\u002F\u002Fapp-eu1.hubspot.com\u002Fhelp-desk\u002F26586079\u002F",[165],"nofollow","HubSpot Helpdesk",[15,168,170],{"id":169},"what-to-monitor","What to Monitor",[94,172,174],{"id":173},"hubspot","HubSpot",[20,176,177,178,185],{},"Keep the ",[161,179,182],{"href":180,"rel":181},"https:\u002F\u002Fapp-eu1.hubspot.com\u002Fhelp-desk\u002F26586079\u002Fview\u002F236761036\u002Flist-view",[165],[27,183,184],{},"Unassigned Triage"," view open during the day. If you don't have access to HubSpot, only focus on the Slack Channel noted below.",[187,188,189],"blockquote",{},[20,190,191],{},"To note: Chatbot tickets don’t go into triage and don't appear in Slack. Only in HubSpot.",[94,193,195],{"id":194},"slack","Slack",[20,197,198,199,111],{},"New tickets trigger notifications in ",[108,200,110],{},[187,202,203],{},[20,204,205],{},"Tip: To receive badge notifications, configure the channel’s notification settings rather than relying on the bell icon.",[20,207,208],{},"Configuration steps:",[42,210,211,214,217,220],{},[45,212,213],{},"Open the Slack channel #support-tickets",[45,215,216],{},"Click on the channel name",[45,218,219],{},"Click on the second icon at the top of the screen (bell icon)",[45,221,222],{},"Choose \"All new posts\"",[15,224,226],{"id":225},"sla-awareness-important","SLA Awareness (Important)",[20,228,229],{},"Some customers have response-time SLAs based on their subscription.",[20,231,232],{},"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.",[20,234,235,236,111],{},"Current SLA definitions and response expectations are documented in the ",[161,237,240],{"href":238,"rel":239},"https:\u002F\u002Fflowfuse.com\u002Fhandbook\u002Fsales\u002Fsubscription-agreement-1.5\u002F",[165],"Subscription Agreement",[20,242,243],{},"When triaging:",[42,245,246,249,252],{},[45,247,248],{},"Be especially attentive to Enterprise customer tickets",[45,250,251],{},"Prioritize routing and visibility for time-sensitive issues",[45,253,254,255],{},"When unsure whether an SLA applies, escalate early in ",[108,256,110],{},[15,258,260],{"id":259},"severity-guide","Severity Guide",[20,262,263,264,267],{},"A ticket is considered ",[27,265,266],{},"urgent"," if it involves:",[42,269,270,273,276,279],{},[45,271,272],{},"Production outages or blocked deployments",[45,274,275],{},"Security or data concerns",[45,277,278],{},"Enterprise customers reporting downtime or business impact",[45,280,281],{},"Anything that risks breaching an SLA",[20,283,284],{},"When in doubt, escalate rather than waiting.",[15,286,288],{"id":287},"categorization-routing","Categorization & Routing",[20,290,291],{},"To route the Slack message, the triage person should follow the instructions below.",[293,294,295,308],"table",{},[296,297,298],"thead",{},[299,300,301,305],"tr",{},[302,303,304],"th",{},"Category",[302,306,307],{},"Action",[309,310,311,320,327,335,342,350],"tbody",{},[299,312,313,317],{},[314,315,316],"td",{},"Sales inquiry",[314,318,319],{},"Tag @sales in the Slack thread of the ticket",[299,321,322,325],{},[314,323,324],{},"Billing inquiry",[314,326,319],{},[299,328,329,332],{},[314,330,331],{},"Product support (Enterprise)",[314,333,334],{},"Tag @engineering in the Slack thread of the ticket",[299,336,337,340],{},[314,338,339],{},"Product support (Team)",[314,341,334],{},[299,343,344,347],{},[314,345,346],{},"Product support (OSS or Community)",[314,348,349],{},"Tag @product in the Slack thread of the ticket",[299,351,352,355],{},[314,353,354],{},"Spam (e.g. booth design offers)",[314,356,357],{},"Comment spam in the Slack thread of the ticket",[15,359,361],{"id":360},"replying-vs-routing","Replying vs Routing",[42,363,364,367],{},[45,365,366],{},"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.",[45,368,369],{},"If the issue requires investigation or follow-up, route it to the appropriate team.",[20,371,372],{},"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.",[15,374,376],{"id":375},"ownership-after-routing","Ownership After Routing",[20,378,379],{},"Once a ticket has been replied to in HubSpot or routed in Slack, ownership sits with the assigned ticket owner or team.",[20,381,382],{},"If a ticket stalls after assignment\u002Ftriage, responsibility for follow-up and resolution lies with the owner or owning team, not the triage role.",[20,384,385],{},"Triage exists to create initial clarity and forward motion, not to monitor or enforce ongoing progress.",[15,387,389],{"id":388},"slack-workflow","Slack Workflow",[20,391,392,393,395],{},"Use emoji reactions on ticket notifications in ",[108,394,110],{},":",[42,397,398,405],{},[45,399,400,401,404],{},"Add 👀 ",[108,402,403],{},":eyes:"," on the main Slack message to let the team know that:\nYou are on it",[45,406,407,408,411],{},"Add ✅ ",[108,409,410],{},":white_check_mark:"," on the main Slack message to let the team know that:\nIssue has been dealt with",[20,413,414],{},"This keeps the channel readable and avoids unnecessary status messages.",[15,416,418],{"id":417},"vacation-ooo-coverage","Vacation & OOO Coverage",[20,420,421],{},"The Support Coordinator reviews the rotation against Deel each week and proactively swaps anyone who is out of office.",[15,423,425],{"id":424},"rules-of-engagement","Rules of Engagement",[42,427,428,436,439],{},[45,429,430,433,435],{},[27,431,432],{},"Do not merge tickets in HubSpot",[51,434],{},"\nMerged tickets become unsearchable due to a HubSpot limitation.",[45,437,438],{},"Internal emails may still represent customer requests. Read carefully.",[45,440,441,442,444],{},"When unsure, ask in ",[108,443,110],{}," or the relevant department channel.",[15,446,448],{"id":447},"handling-spam","Handling Spam",[20,450,451],{},"Common spam includes booth design offers and unsolicited sales pitches.",[20,453,454],{},"For these:",[42,456,457,464],{},[45,458,459,460,463],{},"Click ",[27,461,462],{},"Mark as spam"," in the HubSpot Actions menu, or",[45,465,466],{},"Delete the 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