From edf1c47298e9355c0a8c29a429db41bcf273cddf Mon Sep 17 00:00:00 2001
From: RachelElysia <71795832+RachelElysia@users.noreply.github.com>
Date: Mon, 14 Jun 2021 09:58:27 -0400
Subject: [PATCH] Add #oncall-chatter and Github Triage link

---
 handbook/support-process.md | 6 +++++-
 1 file changed, 5 insertions(+), 1 deletion(-)

diff --git a/handbook/support-process.md b/handbook/support-process.md
index 83aba88f12..6a80dd1991 100644
--- a/handbook/support-process.md
+++ b/handbook/support-process.md
@@ -24,6 +24,10 @@ The Roundup meeting at Fleet provides time to discuss action items from that are
 
 - The individual on-call is responsible to either schedule a 10 minute call or join the 🧩 Product meeting to ask questions they were unable to answer. If a response is needed quicker, you can always DM Fleet team members in Slack. This way, people get answers within 1 business day.
 
+- If you do not understand the question or comment raised, request more details to best understand the next steps.
+
+- If an appropriate response is outside your scope, please post to #oncall-chatter, an internal slack channel designed to filter community support questions to the Fleet team.
+
 ## Sources
 
 There are three sources that the individual on-call should monitor for activity:
@@ -32,7 +36,7 @@ There are three sources that the individual on-call should monitor for activity:
 
 2. Community chatroom - https://osquery.slack.com, #fleet channel
 
-3. GitHub issue tracker - https://github.com/fleetdm/fleet/issues
+3. GitHub issues and pull requests - [Github Triage: Community contributions with no milestones or assignees](https://github.com/issues?q=is%3Aopen+archived%3Afalse+org%3Afleetdm+no%3Amilestone+no%3Aassignee+sort%3Aupdated-desc+)
 
 ## Roundup preparation