Incidents
The third time is not a coincidence.
An incident is a live event. A problem is the underlying cause behind several of them. Keeping them separate is what stops a company firefighting the same fault for a year.
Incidents link to a problem
Three incidents, forty-eight cases, one unresolved root cause. Stated that way, it becomes an engineering priority rather than a support complaint.
The cost is countable
Cases, customers affected, hours spent, and the value of the accounts involved. That is the argument that gets a root cause fixed.
It stays open after the incident closes
Closing the incident does not close the problem. Conflating them is precisely how root causes go unfixed.
Incidents
The rest of this area.
Group related cases, communicate once, close them all together.
Spotting the cluster
Similar cases arriving together, flagged as probably related.
Who is affected
Everyone hit, including the ones who have not written in.
Status updates
One message, to every affected customer, at once.
Public communication
A status page for people who have not written in.
Telling everyone it is fixed
One action closes the loop with every affected customer.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
Keep the mailbox you already use · The AI is never metered · [email protected]