Checklist
- Write an intake prompt
- Tag recurring issues
- Create saved answer snippets
- Archive resolved threads
- Escalate sensitive cases privately
Steps
- List the top repeated support requests.
- Write one intake prompt that gathers safe, non-sensitive context.
- Create snippets for common answers.
- Use tags or thread names consistently.
- Review unresolved questions weekly.
Support channels become useful knowledge bases when questions are structured. The key is to collect enough context without asking for private credentials.
A good flow helps volunteers answer faster and helps members find previous solutions.
