This SOP explains the emoji status conventions we use to show the progress of support tasks or internal cases. By using a shared emoji system, team members can quickly understand what’s happening without needing to ask for updates. It improves clarity, reduces Slack noise, and helps everyone stay in sync—especially during async collaboration.
📌 Task Scope
📌 Task Scope
Use emoji status conventions to indicate progress on customer or internal cases in Slack threads.
🎯 Objective
🎯 Objective
Ensure team-wide visibility of task or case progress, reduce miscommunication, and promote consistency in status updates.
🛠️ How to do it
🛠️ How to do it
Apply the emoji that accurately represents the current status of the case you're handling, using the official conventions outlined below.
❌ Common Mistakes
❌ Common Mistakes
❌ Not updating the emoji when status changes
❌ Using inconsistent or non-standard emojis
❌ Marking as ✅ before confirming resolution
❌ Leaving 🐢 or 🏗️ with no updates or next steps
💡 Pro Tip
💡 Pro Tip
An emoji alone can sometimes replace a full message — perfect for async updates!
✅ Once done
Everyone viewing the thread or case will immediately know its current status—no need to scroll through messages or ask for updates. The right emoji makes async collaboration smoother and keeps support aligned.