@@ -98,17 +98,24 @@ The Shift Chair brings queue visibility to the collaboration level (Slack), enab
- Allow voluntary selection period (30-45 minutes)
- Facilitate any discussions about ticket complexity or assignment
3.**Routing Suggestions**
3.**Update**
- As tickets are being assigned, update the list with the name of the engineer who's taken each ticket by adding a "(@SlackHandle)" in front of the correspondent ticket in the list
- After the first hour (half-shift mark), consider using the "Routing Suggestions" workflow below for any ticket of priority 1 through 3, as a best-effort attempt to successfully meet the shift's [core responsibility](#core-responsibilities).
4.**Routing Suggestions**
- If there are unclaimed high-priority tickets:
- Run [ZenDuo's Product Category Prompt](../product_category_field.md) on the ticket
- Try to match the relevant Product Categories to engineers using the [Skills by Subject](https://gitlab-com.gitlab.io/support/team-pages/skills-by-subject.html) page.
- Tag engineers with the relevant expertise as routing suggestions for each remaining unassigned ticket
4.**Update**
5.**Monitor FRTs Close to Breaching**
- As tickets are being assigned, update the list with the name of the engineer who's taken each ticket.
- For unassigned tickets, add a tag with the handle of engineers who are a potential skillset match for the ticket's product area
- For tickets in the **New** stage within 1 hour of breaching FRT:
- Flag them as the highest priority for the shift
- At **45 minutes** to breach: ping all shift members for assistance
- At **30 minutes** to breach: escalate by pinging `@support-manager-oncall`
