diff --git a/handbook/customer-success/README.md b/handbook/customer-success/README.md
index 15d65b1083..33df072451 100644
--- a/handbook/customer-success/README.md
+++ b/handbook/customer-success/README.md
@@ -28,10 +28,14 @@ This handbook page details processes specific to working [with](#contact-us) and
 The customer success department is directly responsible for ensuring that customers and community members of Fleet achieve their desired outcomes with Fleet products and services.
 
 ### Responsibilities when out of office
+
 When a CS team member is unable to attend a scheduled customer call, they should find backup coverage for their respective function or request a reschedule with the customer.
 
 If a CSM is having another team member cover their call, the CSM is responsible for preparing the customer agenda doc and debriefing their co-worker in advance of the meeting. If a CSA is having another technical resource cover their call, the CSA is responsible for debriefing that team member on the current status of the customer deployment.
 
+If you are working on issues that need follow-up while you're out, assign them to the Manager of Customer Support and Solutions Architecture in Unthread before you leave. Also create a thread in [#help-customers](https://fleetdm.slack.com/archives/C062D0THVV1) with an overview of the current status and next steps for these.
+
+
 ### Respond to a "Contact us" job application submission
 
 1. Applications for open roles at Fleet come through the "Contact us" form.