Support Etiquette: How We Keep Conversations Respectful

Every conversation with Workroom Support should be respectful on both sides. We take rudeness, harassment and abuse toward our team seriously, and we may limit or end support for anyone who repeatedly crosses the line. It's the same standard you'd expect from your own clients and their families.

How to get the best support

• Describe the problem, not the person. It's fine to be frustrated — aim it at the issue.

• Share the details: what happened, what you expected, what you tried, and any error messages or screenshots. See How to Write a Support Request That Gets Solved Faster.

• Keep it to one thread. Several tickets about the same issue slow everyone down.

• Give us time to investigate. Some issues need testing or input from other teams. We'll keep you updated.

• Take a break if you need one. Your ticket will still be there.

What isn't acceptable

In any support channel — chat, email, phone or social media:

• Insults, name-calling or demeaning remarks about a team member

• Profanity or slurs directed at a person

• Threats of any kind

• Harassment, including repeated unwanted contact outside support channels

• Discriminatory comments about race, gender, religion, sexuality, disability, nationality or any other personal characteristic

• Sexual comments or advances

• Sharing, or threatening to share, a team member's personal information

• Deliberately disruptive behaviour, such as flooding a channel

Venting about a problem isn't the same as attacking the person helping you. We'll always make room for the first.

If this policy is broken

We look at each situation individually and may:

1. Send a reminder pointing to this article.

2. End the conversation. You can reach out again when you're ready to continue respectfully.

3. Limit support access — for example, email only, or a single designated contact.

4. Suspend support or service, in line with our terms of service, for severe or ongoing abuse.

Threats of violence, hate speech and sexual harassment may go straight to the last step, and may be reported to the authorities where required.

What you can expect from us

• Courtesy and patience, every time

• Honesty about what we know, what we don't, and what happens next

• Updates on open issues

• Escalation to a lead when a problem needs more attention

If you feel a team member didn't treat you respectfully, or you disagree with an action taken under this policy, email [email protected]. A support lead will review it and get back to you.