Saltmarsh Labs: Q4 support handoff
Date: 9 October 2026 · Notes by: Dana Okafor
Attendees
- Dana Okafor (support lead)
- Leo Brandt (product)
- Mira Chen (engineering)
- Tomás Reyes (customer success, joined at 14:20)
Agenda
- Status of the ticket backlog after the September release
- Who owns tier-2 escalations from November
- Help center refresh
Discussion
- Backlog: 212 open tickets, down from 340 two weeks ago. Most of the remaining ones are the CSV export bug; Mira says the fix ships Monday, after which roughly 90 tickets can be closed with one macro.
- Escalations: today tier-2 tickets bounce between product and engineering for a day before anyone picks them up. Leo argued for a weekly on-call rotation in engineering rather than a dedicated person, because the volume (about 15 a week) does not justify a full role. Mira agreed if the rotation includes a written runbook.
- Help center: 40% of articles still show the old navigation. Tomás noted that customers in onboarding hit these first, which is why the "where is settings" tickets keep coming.
Decisions
- Engineering runs a weekly tier-2 on-call rotation starting 3 November.
- Help center screenshots are updated before any new articles are written.
- Close CSV export tickets with a macro once the fix is confirmed in production, not before.
Action items
Next meeting
- Date: 23 October 2026, 14:00
- Carry forward: review the on-call runbook draft; help center progress against the 25-article list.
Raw notes or transcript (optional)
Leo: volume roughly 15 a week, a rotation is enough. Mira: only with a runbook. Tomás late, flagged old screenshots as the top onboarding confusion.