Triage support inbox
Cadence: twice daily
Owner: support
Every payment, access, and privacy issue has a status.
support rhythm
Support rhythm
When and how to check customer issues: lost links, refunds, payment gaps, privacy deletion, and repeated confusion.
Support should be an early smoke detector for the product, not only an apology mailbox.
Cluster complaints
Cadence: weekly
Owner: support
Repeated issues are grouped by route, flow, and user intent.
Rewrite one macro
Cadence: monthly
Owner: support
One macro becomes shorter, kinder, and more specific.
Triage order
The riskiest messages go first.
- Privacy deletion and data concern.
- Payment succeeded but reading access failed.
- Double charge, refund, angry confusion, login issue.
Product handoff
Support hands off an observation, not just emotion.
- Route where confusion happened.
- Exact promise user misunderstood.
- Suggested page, macro, or flow fix.
alerts
- A user says they felt pressured or frightened.
- Refund request mentions unclear expectations.
- Support manually fixes the same flow every week.
handoff
- Support rhythm feeds content governance, analytics, and experiments.
- Urgent support items can stop an experiment immediately.
related doors