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Escalations

Escalations are used to pass a Modmail thread to senior staff or handle sensitive cases that require higher-level attention. Proper escalation ensures that important issues are resolved quickly, and that sensitive information is treated appropriately.

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When to Escalate

Threads should be escalated in cases like:
  • Complex issues that junior staff cannot resolve.
  • Reports of harassment, threats, or serious misconduct.
  • Situations requiring immediate senior staff intervention.
  • Threads involving multiple users or sensitive coordination.

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Escalating Threads

To escalate a thread on Lane Scrims:
  1. Leave a staff-only note summarising the situation using:
    ?note <summary of issue>
  2. Notify senior staff via the server’s escalation channel or direct pings.
  3. Move the thread to the designated escalation category if needed (we may not have one at the time of writing:
    ?move <category>
Senior staff will review the thread, communicate with the user if needed, and take action.

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Handling Sensitive Cases

For threads with sensitive content:
  • Keep all discussion internal; do not share in public channels.
  • Use ?note to provide context for senior staff.
  • Only escalate to trusted senior staff members.
  • Use ?alert to stay updated on new replies from senior staff.

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Reassigning Escalated Threads

Senior staff can claim ownership of an escalated thread or pass it to another qualified staff member:
  • Claim the thread following the standard claiming process.
  • Transfer ownership to another staff member if required.
  • Update internal notes to document the escalation history.

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Best Practices

  • Always summarise why the thread is being escalated in a ?note.
  • Keep all communication professional and concise.
  • Use categories and notes consistently to track escalated threads.
  • Follow up on escalated threads promptly.
  • Document outcomes in the thread log for reference: ?loglink.
Following these procedures ensures that all sensitive or complex issues on Lane Scrims are handled efficiently, responsibly, and securely.