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Support Triage Duty
Overview
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.
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 full company triage rotation. This reflects our commitment to proactive ownership as a company, ensuring customers receive timely, thoughtful responses and that requests reach the right place quickly.
The goal of triage is not to solve every issue yourself, but to act as a connector and create forward motion.
How Triage Reflects Our Values
Support triage duty is not just an operational practice. It is an expression of FlowFuse’s company values in action.
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Results
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.
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Iterative Improvement
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.
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Collaborative Community
By rotating triage across the company, customer ownership is shared rather than siloed. This keeps teams connected to real user needs and ensures information flows openly.
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Constructive Candor
Triage relies on clear, respectful communication, whether acknowledging a customer, routing a ticket, or escalating internally to keep work moving.
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Customer Empathy
Even when we do not yet have answers, triage ensures customers are heard, acknowledged, and supported with appropriate urgency and care.
Triage exists as a practical extension of how we work together at FlowFuse.
The Flow: How It Works
The Schedule
- Each Friday, the Support Coordinator announces the next Triage Lead in
#support-tickets. - Rotations last one week (Monday to Friday).
The Role
- You are the first set of eyes, not the final owner.
- Your responsibility is to acknowledge, categorize, and route requests so they reach the right place quickly.
You are not expected to be an expert, only a connector.
Where Tickets Come From
- Live chat from the website support widget
- Email sent to
support@flowfuse.com
All tickets appear in the HubSpot Helpdesk.
What to Monitor
HubSpot
Keep the Unassigned Triage view open during the day.
Slack
New tickets trigger notifications in #support-tickets.
Tip: To receive badge notifications, configure the channel’s notification settings rather than relying on the bell icon.
SLA Awareness (Important)
Some customers have response-time SLAs based on their subscription.
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.
Current SLA definitions and response expectations are documented in the Subscription Agreement.
When triaging:
- Be especially attentive to Enterprise customer tickets
- Prioritize routing and visibility for time-sensitive issues
- When unsure whether an SLA applies, escalate early in
#support-tickets
Severity Guide
A ticket is considered urgent if it involves:
- Production outages or blocked deployments
- Security or data concerns
- Enterprise customers reporting downtime or business impact
- Anything that risks breaching an SLA
When in doubt, escalate rather than waiting.
Categorization & Routing
| Category | Action |
|---|---|
| Sales inquiry | Route to #dept-sales |
| Billing inquiry | Route to #dept-sales |
| Product support (Enterprise) | Route to #dept-engineering immediately |
| Product support (Team) | Route to #dept-engineering |
| Product support (OSS or Community) | Route to community or documentation |
| Spam (e.g. booth design offers) | Mark as spam or delete |
Replying vs Routing
- 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.
- If the issue requires investigation or follow-up, route it to the appropriate team.
Whoever replies first becomes the ticket owner and will receive future notifications for that ticket. The owner can be re-assigned when appropriate.
Ownership After Routing
Once a ticket has been replied to or routed, ownership sits with the assigned ticket owner or team.
If a ticket stalls after assignment, responsibility for follow-up and resolution lies with the owner or owning team, not the triage role.
Triage exists to create initial clarity and forward motion, not to monitor or enforce ongoing progress.
Slack Workflow
Use emoji reactions on ticket notifications in #support-tickets:
-
👀
:eyes:
You are on it -
✅
:white_check_mark:
Issue has been dealt with
This keeps the channel readable and avoids unnecessary status messages.
Vacation & OOO Coverage
The Support Coordinator reviews the rotation against Deel each week and proactively swaps anyone who is out of office.
Rules of Engagement
-
Do not merge tickets in HubSpot
Merged tickets become unsearchable due to a HubSpot limitation. -
Internal emails may still represent customer requests. Read carefully.
-
When unsure, ask in
#support-ticketsor the relevant department channel.
Handling Spam
Common spam includes booth design offers and unsolicited sales pitches.
For these:
- Click Mark as spam in the HubSpot Actions menu, or
- Delete the ticket