Thanks @harsha89. Please forgive me as I try to understand the current process. For people who express an interest in contributing on the Get Involved contact form, I see we send automated responses during business hours. The first (called “Drip 1”) fires an hour after the contact form is submitted. The second response (“Drip 2”) fires 18 hours later. At that point, the case is marked as resolved. The only rule is see that forwards cases to guides via the help desk is done manually via a macro by members of the Community Management team (currently @pascal and @surangak). But I see cases labeled for the Guide Team that don’t appear to have been manually triaged by @pascal or @surangak, which makes me believe there’s another mechanism (perhaps automated?) for assigning cases to the guide team.
1 Like