Workflow And Triage

This workflow keeps support consistent even when multiple staff are online. It also helps new staff know what to do without guessing.

Triage The Request

Start with three questions:

• Is this urgent or safety related?
• What is the user actually asking for?
• Do we already have history or notes?

Respond With A Plan

Tell the user what you are doing next and when they should expect an update. If you cannot give a time, say so clearly.

Closing A Thread

Close threads when the issue is resolved or handed off. You can close immediately or schedule a timed close.

• !close closes the thread immediately.
• !close <time> schedules a delayed close, like !close 15m.
• !close -s closes silently without notifying the user.
• !close -s <time> schedules a silent close.
• !close cancel cancels a scheduled close.

Suspending A Thread

Suspend when you are waiting on critical information or an Admin decision. This keeps the thread visible without treating it as resolved.

• !suspend pauses the thread.
• !unsuspend reopens a suspended thread.

Alerts

Use alerts when you need a ping for a follow up. Cancel alerts once the user replies so notifications do not stack.

• !alert pings you when the user replies.
• !alert cancel cancels the alert.

Moving A Thread

Move threads only when it helps organization and the category rules allow it.

• !move <category> moves the thread to another category.

Hand Offs

If you need to pass a thread to another staff member, leave a short note with:

• The issue summary.
• What has already been done.
• What you recommend next.

Good handoffs feel boring. That is a compliment.