# Quick Start (New Staff)

### ✅ Day 0–1 Checklist (copy-paste)

1. **Set your timezone & clock in**
   * `/setup timezone <Region/City>` (e.g., `Europe/London`)
   * `/clockin` (no clock-in = no pay; KPIs/idle don’t run until someone is clocked-in)
2. **Open your queue**
   * `/team queue` → work **oldest ticket first**
   * One active staff per ticket. If the last staff reply is **3+ minutes** ago, you may take over.
     * You’ll see: **“⚠️ Last staff reply: 3+ minutes ago. Available for takeover.”**
3. **Start right**
   * Read the whole ticket. Don’t ask “Do you still need help?” if it’s clearly unresolved.
   * Rename once issues is identified: `/rename <issue | product>` (e.g., `Temp | disk not changing`)
   * Send a clear first message: greet + summary + next step + ETA.
   * If it needs Admin/Owner (resets/passwords), **escalate early**: `/escalate` or `/owner`.
4. **Keep momentum**
   * If waiting on the customer, set `/waiting_customer` (pauses idle for N minutes).
   * Add notes for sensitive actions: `/note <what happened>`.
5. **Close cleanly**
   * `/resolve` (sends CSAT).
   * Ask for a **vouch** (remind **+6 hours** key incentive).
   * Rename before close: `/rename <issue | product>` (e.g., `Temp | disk not changing`)
6. **If the customer downvotes (CSAT negative)**

   * You’ll get a DM. If unfair, dispute within **24h** (react ❗). Manager will review within **72h**.

## 🖼️ “Perfect Ticket” — Text Flowchart

```
Customer opens ticket
        │
        ▼
Bot assigns to your team  ──► If no one is awake: bot posts “no active supporters” + KPIs paused
        │                                         KPIs start when someone clock-ins
        ▼
You /clockin  ──► KPIs start (FRT/Resolution/Idle timers begin)
        │
        ▼
👋 First message:
- Greet + name
- Summarize issue
- Give next step + ETA
        │
        ├──► Can fix now? ──► Do steps → Confirm result → /resolve → Ask for vouch (+6h)
        │
        ├──► Need info? ──► Ask concise questions → `/waiting_customer` to pause idle
        │
        └──► Needs Admin/Owner? ──► `/escalate` or `/owner` (don’t drag; escalate early)
        
At closure:
- `/note` sensitive actions
- `/rename` with issue|product
- `/resolve` to trigger CSAT
- If CSAT unfair, dispute ❗ within 24h

```

### 💬 Model Transcript&#x20;

<figure><img src="https://1012730140-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnYiX3fHS3WgzuW4ZW2D9%2Fuploads%2FFEqgWCR1VSAmbdsQdyai%2Fimage.png?alt=media&#x26;token=b2225490-b52b-486e-8a69-341af177c891" alt=""><figcaption></figcaption></figure>

### 🔎 The 3-Minute AFK Rule (crystal clear)

* **What it means:** Only one staffer handles a ticket at a time.
* If the last staff reply is **3+ minutes** old, **any** on-shift staffer can take over.
* **How you know:** The thread header shows: “⚠️ Last staff reply: 3+ minutes ago. Available for takeover.”
* **Why it exists:** Prevents two staff talking over each other; keeps the customer’s experience clean.

***

### 🧱 Quality Gates (so pay ≠ spam)

* **Minimum content:** ≥ 15–20 characters of meaningful text (not “ok/np/done”).
* **Merge rule:** Messages from you within **60 seconds** merge (count as 1).
* **AI Per-Ticket Cap:** our AI automatically renders how complex the issue is caps the amount of messages depending on the complexity of the issues which will stop staffers from longing out the issue for extra messages.
* **CSAT link:** If ticket ends negative CSAT, messages are unpaid **unless** your dispute is upheld.
* **Farming flags:** Lots of replies + little progress → bot nudges you, then pings Admin if needed.

***

### 🆘 Stuck? Use this

* **Needs reset/password/admin:** `/owner` (or `/escalate`) — **early**, not after 30 mins.
* **Customer idle:** `/waiting_customer` (pauses idle timer).
* **Sensitive action log:** `/note`
* **Rename for clarity:** `/rename issue | product`
* **Summarize long threads:** `/summarize` (AI TL;DR)
