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Use "unavailable" instead of "offline" for support crew

Muhamed Huseinbašić requested to merge mhuseinbasic-master-patch-96796 into master

Why is this change being made?

I believe that unavailable is a better word than offline for this purpose.

I am not sure what exactly we mean by offline here, but I believe many people will associate offline with offline in Slack. There are many reasons why that might be misleading:

  1. I am always offline in Slack deliberately. I am not sure whether some other people are or not, but definitely happened a ton of times for me that person is offline in Slack, but responds immediately when I ping them.
  2. People might be offline as they turned off their online signal temporarily, did not put it back, but are still available to answer the tickets they are assigned to.
  3. Slack might render people offline for whichever reason (e.g. person is cooking and is generally idle, but checking Slack messages from time to time, not actively working, but very much ready to help if needed).

Additionally, on the other side, people might be online in Slack, but still unavailable to take care of the ticket they are assignee for. Example that comes to mind is person who is on-call in an active emergency. They are very much online in Slack and actively working, but absolutely unavailable to provide any response in Slack/Zendesk as they are troubleshooting the customer issue through Zoom.

Author Checklist

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