Incident status message generator for support teams
During an outage customers want three things: that you know, what they are seeing, and when you will say more. Pick the stage to get a short post you can paste into your status page.
Your status post
Investigating: problems with checkout Some customers can't complete a payment. We're looking into it now. We'll post the next update in 30 minutes. Acme team
Questions
What are the four incident stages?
Investigating means you know something is wrong. Identified means you know the cause. Monitoring means a fix is in and you are watching it. Resolved means it is over. Posting at each stage tells customers you are on it.
How often should I post updates?
Say when the next update is and keep to it, even if the news is that nothing has changed. A fixed time is better than a vague promise.
Should I name the cause right away?
Only when you are sure. A wrong cause posted early is worse than none. The tool leaves the cause out until you fill it in.
Where do I post these messages?
On a status page if you have one, and by email or in-app notice to affected customers. Reply to open tickets with the same text so people do not have to look for it.
Is anything I type saved?
No. The message is built in your browser and nothing is uploaded.
Link to this page
Free to use and share. If it helped, a link back is the best thanks.
<a href="https://flatdeskfinal.vercel.app/free-tools/incident-status-message-generator">Incident status message generator</a>Guides that go with this tool
- Canned replies for an outage: what to say in the first hour and afterWrite outage replies before you need them: an acknowledgement, regular updates, a resolved note and a follow-up, with advice on tone and what to promise.
- Write a status page update people actually readTemplates and rules for status page updates during an incident: what to say while investigating, once identified and when resolved, in plain words.
- Tell customers about a security incidentHow to talk to customers after a security incident: say what happened, what you are doing and what they should do, then keep them updated.
- Run support during a product recallHow to handle support during a product recall: prepare one clear message, route recall tickets, track outcomes and coordinate with the people running it.
- Run support during planned maintenanceHow to run support through planned maintenance: tell customers early, set a window, prepare replies and check things after.
- Handle a customer who reports a security vulnerabilityHow to respond when a customer reports a security vulnerability: acknowledge fast, move it off the ticket, keep details private and tell them what happens next.
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