Incidents
The step everybody skips.
The fault is fixed, the engineers go home, and nobody tells the fourteen customers. This is the most common failure in incident handling and it is entirely avoidable.
Resolving the incident resolves the cases
Every attached case is updated and moved on in one action, with the customer notified through their own channel.
Individual follow-up where it is owed
Some customers need more than a broadcast — a call, a credit, an apology from the account owner. The high-risk ones are listed separately rather than lost in the fan-out.
Feedback still gets asked for
Incident-related cases are the ones most worth asking about, because they are where trust was actually tested.
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.
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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