Inbox
The customer thread, with the answer already sitting in yesterday’s #eng — drafted, not re-litigated.
What they own
Inbox in. A useful reply out.
Slack
“Who owns this?” becomes a name, a ticket, and a reply — before the question ages.
Escalations
The ones that need a human, with the owner and the context already attached.
In the product
A morning with Support.
Ask SupportInbox · this morning
What in the inbox actually needs us?
Inbox · this morning
- Two “where’s my report” threads — both answered in #eng yesterday. Replies drafted.
- Priya asked who owns PCI. Reply names Maya and the ticket.
- One escalation: Acme SSO — Product already scoped it as Business-tier.
The rest of the desk
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