Skip to content

Add Slack emoji reaction conventions to support triage #4408

New issue

Have a question about this project? Sign up for a free GitHub account to open an issue and contact its maintainers and the community.

Sign up for GitHub

By clicking “Sign up for GitHub”, you agree to our terms of service and privacy statement. We’ll occasionally send you account related emails.

Already on GitHub? Sign in to your account

Merged
knolleary merged 1 commit into from
Jan 16, 2026
+9 −0
Merged

Add Slack emoji reaction conventions to support triage #4408

Changes from all commits
Commits
Show all changes
1 commit
Select commit
File filter

Filter by extension

Filter by extension
Conversations
Failed to load comments.
Loading
Jump to
Jump to file
Failed to load files.
Loading
Diff view
Diff view
9 changes: 9 additions & 0 deletions src/handbook/development/support/triage.md
View file
Open in desktop
Original file line number Diff line number Diff line change
Expand Up @@ -21,6 +21,15 @@ Both appear in the [HubSpot helpdesk](https://app-eu1.hubspot.com/help-desk/2658
- **Slack**: New tickets trigger a notification in [#support-tickets](https://flowfuse.slack.com/archives/C031K13FLDD)
- **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](https://flowfuse.slack.com/archives/C031K13FLDD), 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:
Expand Down
Loading