Agent WranglersSUP-21Recommended
Point outage contacts to the incident
During a declared incident, link each new ticket about it to the incident and answer it with the status page link. Send one update to all linked customers when it ends.
How to do it
An outage can bring hundreds of tickets in an hour, and answering each one by hand buries the queue. When an incident is declared, as Declare incidents early says, add a banner to the contact page and chat. Add a rule that tags matching tickets with the incident ID. Answer them with the status page from Keep users informed. Count the tickets per incident, which shows its cost to customers. When an incident caused a wrong charge, credit everyone affected, as Give goodwill credits through the billing code says.
How to check
Declare a test incident and send three tickets about it. Each is linked to the incident and gets the status page link. Closing the incident sends one update to all three.
Related rules
- OPS-25 Declare incidents early in Operations and observability
- OPS-28 Keep users informed in Operations and observability
- SUP-15 Give goodwill credits through the billing code in Customer support
- SUP-36 Count contacts per thousand active customers in Customer support
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