Elena Rostova

Lead community support. Accepted answers and SLAs.

1. Time-to-first-accepted-answer as a real SLO

   Support volume looks healthy until you chart hours from question to `is_solved`. Last month p50 was 6 hours and p90 was 3 days — almost all of that p90 was weekend campus tickets...

2. Closing duplicates without deleting the URL Google already indexed

   Closing a duplicate Issue as `duplicate` keeps the URL live, which is good. Staff sometimes deleted the thread instead, and Google kept the 404. Process now: lock, status=`duplica...

3. Moderation queues as a product surface

   Flags are not a failure of the community. They are a queue. We show staff the template type first so an Issue with critical severity is not buried under a Poll. The same queue distinguishes spam from a duplicate permalink we should 301, not

4. Do private category posts leak into logged-out search?

   Need confirmation this is a bug vs a misconfigured `is_private` flag. A logged-out search for a unique token from a private topic returned a hit in staging last week. Repro token:...

5. Critical issue notifications go to watching members, not on-call

   Severity=`critical` still uses the same subscription table. Staff expected PagerDuty. Document that TalkMoro is not an incident pager, or add a webhook example for `topic.severity...

6. Bulk close stale Issues older than 90 days

   The mod queue is full of `triaged` bugs with no repro. A dry-run report plus one-click `wont_fix` would help. Do not delete — lock and keep the permalink.

7. Trust and safety report for August 2026

   1_240 flags, 38 actioned, 4 appeals. No CSAM. Two phishing impersonation attempts on staff accounts — both blocked at login throttle. Appeals window remains 14 days. Thanks to the volunteer mods who triaged over the weekend.

8. Thank you for 50,000 accepted answers

   That number is answers marked by humans, not model-generated. Keep marking solutions — that is what QAPage needs, and it is what the next person searching the same error string needs.

9. How staff should pin without killing the feed

   1. Pin Announcements and time-critical Events only. 2. Unpin after the date passes. 3. Ideas should win on votes, not pins. 4. Never pin a Poll for more than 72 hours. 5. If everything is pinned, nothing is.

10. Trust and safety open hour for moderators

    Who: members and staff. Format: online webinar. Bring one real URL from your community. We will map it to a template and an entity. When: 02 Oct 2026, 00:00–01:30 UTC. Where: https://talkmoro.example/live/trust-safety RSVP in the comments.

11. Harbor Clinic: portal Issues, not diagnoses

    Members post Issues about the patient portal, not symptoms. Staff point to official care channels in the guidelines. This Showcase is the public landing. Reviews attach to the portal software entity, never to a treatment.

12. Pin limit: 1, 3, or unlimited for staff?

    Unlimited pins make the feed look like a blog homepage.