Escalations
Escalations exist to protect users and the organization. Helpers handle most threads, but Admins take over when the situation is sensitive, unclear, or high risk.
When To Escalate
Escalate to Admins when any of the following applies:
- The message includes threats, harassment, or targeted abuse.
- Personal or sensitive data is involved.
- The situation could involve legal, safety, or financial risk.
- A user requests exceptions or special treatment.
- The policy is unclear or you are unsure what to do next.
If you are unsure, escalate. It is always better to ask than to guess.
How To Escalate
- Summarize the issue in a staff-only note.
- Ping an Admin in the thread or designated channel.
- Tell the user you are checking with a senior staff member.
- Do not promise outcomes until an Admin confirms.
!note <summary>adds the escalation summary for staff.
Include in the note:
- What the user is asking for.
- Any relevant dates or evidence.
- What you have already done.
Example response: "Thanks for the details. I am checking this with an Admin and will follow up here as soon as I can."
Sensitive Handling Basics
- Keep all details inside Modmail.
- Do not share internal discussion with the user.
- Keep replies factual and calm.
- Document decisions clearly in notes.
Access Restrictions
If a situation requires restricting a user’s access, escalate to an Admin. Do not take restriction actions yourself unless explicitly instructed.
Moving Escalated Threads
If you use categories to separate escalations, move the thread after documenting it.
!move <category>moves the thread to the escalation category.
Emergency Links
If a situation involves immediate risk, use the approved emergency link and escalate to an Admin. Ask an Admin if you do not have the link handy.
Owner And Manager Involvement
Admins can involve the Manager or Owner for final decisions. If you are asked to assist, provide facts and avoid speculation.