Incidents
The ones who did not contact you.
For most incidents the customers who reported it are a fraction of the customers affected. Where the product data supports it, the affected list is larger than the case list — and that is the useful number.
Reported and affected are separate counts
Fourteen reported, roughly two hundred affected. Confusing the two is how a company under-communicates an outage and then wonders why trust dropped.
Value and risk are visible
Which of the affected are enterprise accounts, near renewal, or already unhappy. That decides who gets a personal message rather than a status update.
Scoped honestly
Where the affected set can only be estimated, it is shown as an estimate with the basis for it, not as a fact.
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.
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.
When it happens again
Repeated incidents pointing at one root cause.
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.
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