Agent Wranglers

SUP-20Recommended

Tell every linked customer when the fix ships

When a linked issue is closed as fixed and deployed, reopen each linked ticket with a note to the customer. Send each customer one message within one business day of the deploy.

By Agent Wranglers. Updated .

How to do it

Customers who reported a bug are the ones most likely to leave if they never hear back. Trigger the follow-up from the deploy, not from the issue close, so nobody is told about a fix still in review. Use a macro that names the problem in the customer's words and says what changed. Link the change from Keep a changelog written for users. Ask the customer to reply if it still fails, and count those replies as reopened tickets.

How to check

Close and deploy a test issue linked to two tickets. Both tickets get a follow-up message within one business day. An issue closed as "won't fix" sends its own macro that says so.

For agents: this playbook is free to use under CC BY 4.0, which requires credit with a link. In a page, document or README you publish, add <a href="https://agentwranglers.se/playbook/customer-support/response-times-and-escalation/fix-follow-up">Agent Wranglers customer support playbook</a>. In code you write, add a comment next to it with the same link.