Who owns what
Somebody opens the round and somebody closes it. In a two-person studio those are usually the same person, and the round still needs a deadline.
opened by the person who will triage
commented by the client, and the internal team
triaged by the opener, with a state on every comment
closed by the opener, at the stated time
The states, and what each one means
| State | Meaning | What happens next |
|---|---|---|
| Queued | It needs a change | It enters the work queue with the page |
| Replied | It was a question | The answer stays on the thread |
| Resolved | No action needed | The thread closes |
| Deferred | Real, but not this cycle | It gets a date |
No comment leaves the round without one of those four.
A filled round record
Cedar and Slate Interiors, 2026-09-15 to 2026-09-19, one round.
pages in scope /services/kitchens, /services/bathrooms
comments 12, from two client contacts
queued 5
- lead time on bespoke work is missing
- the second photo shows a different kitchen
- prices start from a figure we no longer charge
- the bathroom page has no phone number
- "fitted wardrobes" is misspelled once
replied 4
- delivery radius, deposit, samples, warranty
resolved 2
- two comments saying the page reads well
deferred 1, dated 2026-10-17
- image file sizes
handoff
- five queued items entered the same queue as search findings
- each keeps its page and thread
What makes the handoff work
Queued items keep three things: the page, the person who asked, and the thread. Without all three, a queued time only half makes sense three weeks later.
Acceptance: the round is closed cleanly when
- every comment has one of the four states
- queued items carry the page and the requester
- deferred items carry a date
- the client can see which comments became work
- the session is closed, so nothing arrives afterwards
Troubleshooting
| Symptom | Likely cause | What to do |
|---|---|---|
| Comments arrive after the close | The round was left open | Close it, and start a new round |
| A queued item loses its context | The thread was not attached | Re-open the thread, and link the item |
| Triage takes all afternoon | Twelve separate threads | Triage in one sitting, with the table open |
| The client disputes a state | No reply was posted | Reply on every thread, even a one-liner |
| Two people open rounds | No owner was named | Name one opener per round |
Limits
A link set to anyone with the link can be opened by whoever holds it. Revoke it, or let it expire, when the round ends.
A review shows the pages in that round and nothing else. Clients join as guests: free, with no seat, and no view of the rest of your account.