- handbook
- Company
- Company
- Board & Investors
- Communications
- Decision making and project management
- Guides
- Organizational Structure
- principles
- Remote Work
- Security
- Business Continuity & Disaster Recovery Policy
- Information Security Roles and Responsibilities
- Operations Security Policy
- Risk Management Policy
- Third-Party Risk Management Policy
- Human Resources Security Policy
- Incident Response Plan
- Cryptography Policy
- Secure Development Policy
- Information Security Policy and Acceptable Use Policy
- Data Management Policy
- Hardware Security Policy
- Access Control Policy
- Asset Management Policy
- strategy
- values
- Operations
- Product
- Blueprints
- Feedback
- Glossary
- Market Segments
- Metrics
- Node-RED Dashboard
- Personas
- Pricing Principles
- Principles
- Product Growth
- Strategy
- Versioning
- Engineering & Design Practices
- Design
- Engineering
- Contributing
- Front End
- Packaging Guidelines
- Platform Ops
- Incident Response
- Observability
- FlowFuse Dedicated
- Staging Environment
- Production Environment
- Deployment
- Update Stacks on Production
- Self Hosted Assistant
- Project Management
- Releases
- Security Policy
- Support
- tools
- Internal Operations
- People Ops
- Coaching Plans
- Code of Conduct
- Compensation
- Expenses
- Hiring
- Holiday & Leave
- Job Descriptions
- CEO
- CTO
- Account Executive
- Engineering Manager
- Solutions Engineer
- VP of Sales
- Developer Relations Advocate
- Chief of Staff
- Product Manager
- Product Marketer
- PeopleOps Policies
- Performance review
- Summit
- Marketing department
- Marketing
- blog
- Brand Voice
- Community
- Company Messaging
- Customer Stories
- Events
- FlowFuse for Education
- How we work
- Lead Activation
- Lead Generation
- Marketing - Website
- Marketing Programs
- Social Media
- Webinars
- Sales department
- Sales
Support Triage Duty
Overview
Support triage duty is a first-line monitoring role to ensure incoming support requests are promptly categorized and routed to the right person. The goal is not to solve every issue yourself, but to make sure nothing falls through the cracks and customers receive timely responses. To keep every department connected to our users and share the support load, we are moving to a Full Company Triage Rotation starting on Feb 9th.
The Why
Historically, HubSpot triage was a collection of miscellaneous tickets with no formal caregiver, making it difficult to track department-specific needs. Departments checked in as needed, but there was a risk of technical, sales, and marketing questions falling through the cracks. To ensure a successful and fair triage role, we are moving to a Full Company Rotation to ensure every ticket gets a clear onward journey.
The Flow: How it works
- The Schedule: Each Friday, the Support Coordinator will name the next Triage Lead in #support-tickets in Slack to confirm who is on duty for the week ahead.
- The Shift: Your rotation lasts one week (Monday to Friday).
- The Goal: You aren't expected to solve every technical issue. Your job is to identify, label, and route the ticket so it gets to the right human.
Weekly Responsibilities
- Monitor HubSpot: Check the Unassigned Triage view daily.
- Tag & Route: Categorize tickets based on the handbook guidelines.
- Communicate: Ping the relevant team in Slack if a ticket is urgent.
Vacation & OOO
The Support Coordinator will cross-reference the rotation with Deel each week to identify OOO conflicts and proactively swap any unavailable team members with an active colleague.
Where Tickets Come From
- Live chat from the support widget on the website
- Emails sent to support@flowfuse.com
Both appear in the HubSpot helpdesk. For detailed HubSpot procedures, see the Support Tickets section of Customer Success.
Monitoring
- HubSpot: Keep the helpdesk open in a browser tab
- Slack: New tickets trigger a notification in #support-tickets
- Note: To get badge notifications (like mentions) for this channel, configure it in the channel's notification preferences—not just the bell icon button
Slack Emoji Reactions
When you see a ticket notification in #support-tickets, use emoji reactions to indicate status:
- 👀 (
:eyes:) - You're on it - ✅ (
:white_check_mark:) - Issue has been dealt with
This helps the team quickly see which tickets are being handled without cluttering the channel with status messages.
Triage Categories
When a new ticket comes in, categorize it, answer the question directly, or route accordingly. Some initial guidance:
| Category | Action |
|---|---|
| Sales inquiry | Route to #dept-sales team |
| Billing inquiry | Route to DRI for Finance |
| Product support | Route to #dept-engineering team |
| Spam (e.g., booth design offers) | Close ticket without responding, delete Slack notification |
Key Points
- Check the content carefully: Sales team members sometimes email support on behalf of customers. The "from" address may be internal, but the request is for a customer.
- Ticket ownership: Whoever replies first becomes the ticket owner and receives future notifications for that ticket.
- Already assigned tickets: If a ticket already has an owner, you don't need to intervene—unless it's been unresponded for 24+ hours, then give the owner a nudge.
- When unsure: Ask in #engineering or #support-tickets for guidance.
- Do NOT merge tickets in HubSpot: Merged tickets become unsearchable and disappear from the inbox. They're only accessible via direct URL afterward. This is a known HubSpot limitation. Keep tickets separate to maintain searchability and visibility.
Handling Spam
Common spam includes booth design offers and unsolicited sales pitches.
For these, click "Mark as spam" in the orange "Actions" dropdown located top-right. They will disappear from the ticket list after a short while, but you can also simply delete the ticket.