Triage

The inbox is where help requests land. Triage is the skill of moving each one to the right next step quickly, rather than solving everything yourself. Here is how to read it and work it.

Priority and order

Every request carries a priority: normal, urgent, or crisis. Crisis tickets pin to the top no matter how the list is sorted, so the most serious thing is always in front of you. Work down from there.

New requests show their age instead of a generic "new" label (for example "3h old"), and the age tints from muted to amber to red as it climbs, so a request that has been sitting untouched is obvious at a glance.

Reading the SLA

Each ticket tracks a response target. The SLA pill tells you where it stands:

• Reply in 4h — on track, within target.
• Overdue · +2h — past target and still open. These need attention next, after crisis.
• Met SLA · 3h — responded within target (historical).

The goal is not to clear the board instantly; it is to make sure nothing urgent quietly ages past its window.

Assigning and handing off

Pick up a ticket with Assign to me, or assign it to a colleague through the assignee picker (search by name or email). If you reassign, add a short handoff note so the next person has the context without re-reading the whole thread.

The ticket's timeline records every assignment and note, so the history of who held it and why is always there.

Working a ticket to done

A ticket moves through four states: New → Acknowledged → In progress → Resolved. Acknowledge early; it signals to the rest of the team that someone has eyes on it, even before you have acted.

The pulse line

At the top of the inbox is a one-line cohort summary (for example "Week 3: 87 of 120 replied. 42% thriving, 8% wobbling, 3% asking for a hand"). It is there to frame the queue: a heavy inbox in a week where the cohort is wobbling reads differently from the same inbox in a steady week. Click it to open the full Pulse view.