Triage

​

What is Triage?

Triage is one screen that shows everything across your organization currently in a state that needs a human. Not “what happened” (that’s your Inbox), not “what’s on the schedule” (that’s your Calendar) — but what’s currently off, across the entire operation, and what should I fix first. Concretely, Triage is where you see:

• Action items that are overdue, unassigned, or assigned to you
• Runs happening soon that still don’t have a guide
• Runs that need tickets but don’t have them yet
• Runs that are over capacity or in an inconsistent state
• Guide invitations that have been sitting unanswered (or that were declined)
• Third-party integrations that are failing to sync

Open it in the morning, clear what you can, and you’ll know your operation is in shape for the day.

​

Signals: the core concept

Every row in Triage comes from what we call a signal. A signal is a named condition — for example, “action item overdue” or “run missing tickets” — that Helm watches across your data. A few things follow from this:

• Triage checks your live data every time. There’s no separate “things needing attention” list stored anywhere. Each time you open the page, Triage looks at what’s happening right now and shows you what matches. Entries appear and disappear in real time as your data changes.
• Entries clear themselves. Marking an action item done removes it from Triage within a second. Assigning a guide to a run clears the “no guide” entry. Getting your integration syncing again clears the sync-failure entry. There’s no “dismiss” step.
• The same thing can match several signals. An action item that’s both overdue and unassigned shows up as two entries — one for each signal. That’s intentional: two different problems with the same item deserve two different surfaces.
• New kinds of signals can be added at any time. Because Triage looks at your existing information live, Helm can introduce new signals without you having to migrate or set anything up — they just start catching the things they were designed to catch.

See the Signals reference for the full list of what Triage currently watches.

​

How urgency works

Each entry in Triage has a priority from to . For most signals, priority isn’t fixed — it climbs automatically as the relevant date approaches. The default escalation curve: So a guide invitation that’s been pending for weeks will quietly sit at , climb to as the run approaches, then in the last week, and in the last 48 hours — without anyone touching it. A few signals don’t age — they’re always shown at a flat priority, regardless of timing:

• Integration sync failures — present until the integration recovers, no time anchor at all
• Runs over capacity — flat
• Rejected guide invites — flat

And one signal skips the curve in the other direction: overdue action items are always , from the moment they go past due.

​

How entries leave Triage

​

What you see when you open Triage

The page has three parts:

​

Who lands where

First time anyone on your team opens Triage, Helm picks a reasonable starting filter based on their role:

• Admins and owners land on the full view — every enabled signal, no filter. The goal is operational oversight.
• Everyone else lands with an Assigned to me filter pre-applied — they see what affects them personally, not the broader organizational state.

After that first visit, Triage remembers what you had last time on this computer and opens with it next time. To share a specific view with a teammate, just copy the page link and send it — they’ll see exactly what you see.

​

Triage, Inbox, and Reminders

Action items in Triage are the same action items you see inside an event. A reminder firing for an action item delivers to your Inbox — it doesn’t change anything in Triage. The item may already be in Triage (because it’s overdue, or assigned to you, or unassigned), but that’s its own reason. Clearing the reminder from your inbox doesn’t clear the Triage entry, and completing the item from Triage doesn’t mark the reminder read. See the Preflight overview for the full framing of how Inbox, Calendar, and Triage relate.

​

Up next