The goal of triage is not to answer everything immediately. It is to leave each report in a state another volunteer can understand and act on without repeating the investigation.
In Packbase web, the in-product feedback entry is in the signed-in desktop Help rail. Choosing not to allow follow-up controls whether identity may be used for contact; the request is still authenticated, and the feature does not automatically attach browser logs.
First classify the report
| Report | Next home |
|---|---|
| Usage question answered by current documentation | Reply with the direct page and improve the documentation if it was hard to find. |
| Reproducible public defect | Create or link the Wildbase Work task with a redacted reproduction. |
| Duplicate | Link the existing task and add genuinely new evidence. |
| Feature request | Record the underlying need and affected people; do not promise implementation. |
| Active outage, data loss, privacy breach, or safety risk | Start the incident procedure. |
| Security notice | Record only a non-sensitive summary; Wild HQ cannot currently accept exploitable detail securely. |
| Volunteer conduct concern | Follow the current reporting limitation; product support is not an independent conduct route. |
| Account-specific question requiring private data | Do not move private data into a public task; record the non-sensitive problem and the access boundary. |
Reproduce without collecting more than needed
Use the report’s product, route, timestamp, exact error, expected result, and smallest sequence. Remove secrets and personal data. Prefer an isolated test account and disposable content over inspecting the reporter’s production record.
When production inspection is genuinely required, state the narrow question and have an authorised person return a redacted answer. Do not ask for screenshots or logs “just in case.”
Create the durable task
Use a task body like:
Observed
<what happened>
Expected
<what should happen>
Reproduction
1. <smallest safe sequence>
Scope
<who or what is affected>
Evidence
<redacted error, time, environment, related links>
Unknown
<what still needs investigation>Link the original report only when the people reading the task are allowed to see it. Otherwise summarise the necessary facts and keep the private source out of the public record.
Decide the next state
- Needs investigation: reproduction or ownership is not yet known.
- Ready: outcome and acceptance behaviour are clear enough to claim.
- In progress: a volunteer has accepted the next action.
- Blocked: a concrete permission, environment, or decision is missing.
- Declined: the request conflicts with product direction or cost; record the reason.
- Done: the answer or change exists and the reporter-facing outcome is recorded when contact is available.
Do not use Discord enthusiasm as acceptance and do not close a report merely because it went quiet.
Reply plainly
Say what is known, what will happen next, and what is not promised. A useful response may be a fix, workaround, existing task, request for one missing non-sensitive detail, or candid decision not to act.
Respect contact consent. The Packbase feedback feature sends an authenticated request even when a person declines follow-up contact, so do not describe that transport as anonymous. Use submitted identity only for the purpose the person agreed to.