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Handbook: reduce thread juggling in support escalations #48512

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georgekarrv merged 2 commits into from
Jul 1, 2026
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Handbook: reduce thread juggling in support escalations #48512

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Handbook: reduce thread juggling in support escalations
georgekarrv Jun 30, 2026
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Fix website build: blank line before HTML comment in go-to-market-ope…
georgekarrv Jun 30, 2026
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1 change: 1 addition & 0 deletions handbook/company/go-to-market-operations.md
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Expand Up @@ -461,6 +461,7 @@ Even if you never show these decks on a screenshare, use them to keep the conver
- [Fleet for IT engineers and IT admins](https://docs.google.com/presentation/d/1WTyGrmA4pSB7H8BeT14BF7peozBceToW8TK__doyQTg/edit?slide=id.g3d7b8aeb1bc_1_182#slide=id.g3d7b8aeb1bc_1_182)
- [Fleet for digital workplace leaders](https://drive.google.com/file/d/1JlIV1PY5lECQQmq2H_eR35haeKefHXIf/view?usp=sharing)
- [Fleet for partners](https://docs.google.com/presentation/d/1iNvn5EYnkklKxguYzrOh6ZNvZee53OqAlF3rc_Da_Us/edit?slide=id.g3871afd58d8_0_0#slide=id.g3871afd58d8_0_0)

<!--
- [Fleet for digital workplace leaders](https://docs.google.com/presentation/d/1G8BtuhYRX92He3AifA5TAW4YlZO3jlcj8OeCqcSHmOM/edit?slide=id.g3d28ee536a1_2_37#slide=id.g3d28ee536a1_2_37)
- [Fleet for CISOs](https://docs.google.com/presentation/d/17PUAqa63jTb5yFT3hGg3F5mgGyPtUmg8OlTGyxS6vLI/edit?slide=id.g3d28ee536a1_2_0#slide=id.g3d28ee536a1_2_0)
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8 changes: 8 additions & 0 deletions handbook/customer-success/README.md
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Expand Up @@ -231,6 +231,14 @@ During the window of time available to investigate an issue, use the resources a

Note: For non-CSA engaged customer requests, CSE's are responsible for escalations to a CSA as needed.

### Keep support conversations in one thread

A single issue can sprawl across the customer channel, #help-customers, #help-engineering, and a product group channel, making it hard to track. To keep full context in one place:

- **Talk to the customer** in the customer channel thread.
- **Coordinate internally** in a single #help-customers thread. This is the source of truth for the issue.
- **When asking for help** in any channel other than #help-customers (e.g., #help-engineering or a product group channel), keep the post short: summarize the ask and link to the #help-customers thread. Ask responders to reply in the #help-customers thread, not in the post, so everyone has the most context at all times.

### Troubleshooting a managed cloud or self-hosted customer suspected infrastructure issue

##### For managed cloud customers, CSE is responsible for doing an initial check on logs. Timebox 10 minutes to do the following:
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