Support desk notes

These notes are the longer reading behind the Hearthvane home page. They stay with two jobs: keeping a support queue through the night, and moving a single ticket from the first message to a close that the next person can trust.

The night note is about cover. It describes what arrives after the office is dark, how a live chat should end, and what the morning is owed. The ticket note is about the written object itself: subject, status, the one missing fact, and the last line. Read the night note first if you are deciding whether outsourced cover fits the queue. Read the ticket note first if the queue already exists and the closes are vague.

Nothing in this section is a client list or a score. Illustrations are marked as illustrations. If a sentence is wrong, the corrections page is where it is replaced. The note rules say what a note is allowed to claim. A correction goes through the quote form, with the page address and the sentence.

Use the two notes as a pair. The night note answers what the watch is for. The ticket note answers how a single case should look when it is finished. Together they are the standard this desk is willing to write down in public, without a promise about minutes, savings, or a result for the reader.