HACKING.md: triage guidelines (PR #1338)

As discussed in https://github.com/nativefier/nativefier/issues/1258#issuecomment-1008522842 ,
here’s an attempt to formalize triage,

1. To agree on our triage practices.
2. To ease up recruiting more triagers.
3. To have a reference to point at when a user doesn't understand how we're triaging.

HACKING.md

@@ -180,3 +180,74 @@ npm run changelog -- $VERSION
 
 Do follow semantic versioning, and give visibility to breaking changes
 in release notes by prefixing their line with **[BREAKING]**.
+
+### Triage
+
+These are the guidelines we (try to) follow when triaging [issues](https://github.com/nativefier/nativefier/issues):
+
+1. Do your best to conciliate **empathy & efficiency, and keep your cool**.
+   It’s not always easy 😄😬😭🤬. Get away from triaging if you feel grouchy.
+
+2. **Rename** issues. Most issues are badly named, with titles ranging from
+   unclear to flat out wrong. A good backlog is a backlog of issues with clear
+   concise titles, understandable with only the title after you read them once.
+   Rename and clarify.
+
+3. **Ask for clarification & details** when needed, and add a `need-info` label.
+
+   1. In particular, if the issue isn’t reproducible (e.g. a non-trivial bug
+      happening on an internal site), express that we can’t work without a
+      repro scenario, and flag as `need-info`.
+
+4. **Label** issues with _category/sorting_ labels (e.g. `mac` / `linux` / `windows`,
+   `bug` / `feature-request` ...) and _status_ labels (e.g. `upstream`, `wontfix`,
+   `need-info`, `cannot-reproduce`).
+
+5. **Close if needed, but not too much**. We _do_ want to close what deserves it,
+   but closing _too_ ruthlessly frustrates and disappoints users, and does us a
+   disservice of not having a clear honest backlog available to us & users. So,
+
+   1. When in doubt, leave issues open and triaged as `bug` / `feature-request`.
+      It’s okay, reaching 0 open issues is _not_ an objective. Or if it is,
+      it deserves to be a development objective, not a triage one.
+   2. That being said, do close what’s `upstream`, with a kind message.
+   3. Also do close bugs that have been `need-info` or `cannot-reproduce` for
+      too long (weeks / months), with a kind message explaining we’re okay to
+      re-open if the requested info / scenario is provided.
+   4. Finally, carefully close issues we do not want to address, e.g. requests
+      going against project goals, or bugs & feature requests that are so niche
+      or far-fetched that there’s zero chance of ever seeing them addressed.
+      But if in doubt, remain at point 1. above: leave open, renamed, labelled.
+
+6. **Close duplicates issues** and link to the original issue.
+
+   1. To be able to notice dups implies you must know the backlog (one more
+      reason to keep it tidy and palatable). Once in a blue moon, do a
+      "full pass" of the whole backlog from beginning to end, you’ll often
+      find lots of now-irrelevant bugs, and duplicates.
+
+7. **Use [GitHub saved replies](https://github.com/settings/replies)** to
+   automate asking for info and being nice on closing as noanswer / stale-needinfo.
+
+8. **Transform findings stemming from issues discussion** into documentation
+   (chiefly, [CATALOG.md](CATALOG.md) & [API.md](API.md)), or into code comments.
+
+9. **Don’t scold authors of lame "+1" comments**, this only adds to the noise
+   you’re trying to avoid. Instead, hide useless comments as `Off-topic`.
+   From personal experience, users do understand this signal, and such hidden
+   comments do avoid an avalanche of extra "+1" comments.
+
+   1. There are shades of lame. A literal `"+1"` comment is frankly useless and
+      is worth hiding. But a comment like `"same for me on Windows"` at least
+      brings an extra bit of information, so can remain visible.
+
+   2. In a perfect world, GitHub would let us add a note when hiding comments to
+      express _"Please use a 👍 reaction on the issue to vote for it instead of_
+      _posting a +1 comment"_. In a perfecter world, GitHub would use their AI
+      skillz to automatically detect such comments, discourage them and nudge
+      towards a 👍 reaction. We’re not there yet, so “hidden as off-topic” will do.
+
+10. **Don’t let yourself be abused** by abrasive / entitled users. There are
+    plenty of articles documenting open-source burnout and trolls-induced misery.
+    Find an article that speaks to you, and point problematic users to it.
+    I like [Brett Cannon - The social contract of open source](https://snarky.ca/the-social-contract-of-open-source/).