Post-Incident Support Review
Learn from a bad day in the queue.
The Open buttons send the prompt text as currently shown below to that site only when you click. Fill in the placeholders first.
Review a support incident. What happened: [INCIDENT]. Volume spike or delay figures: [FIGURES]. Actions taken by the team: [ACTIONS]. Customer feedback: [FEEDBACK]. Build a timeline, calculate extra volume as a percentage of normal, list what helped and what hurt, and separate team issues from product or process issues. Identify messages that were unclear or late. Return a one-page review, five actions with owners placeholders and dates, updated templates and a preparedness checklist for the next spike. Keep language blame-free and base conclusions on the information I give. Add a specific list of data to bring: ticket volume per hour during the incident compared with a normal hour, the longest wait time, the number of repeated contacts and any changes in sentiment. Provide a section on what to tell customers afterwards and how to thank those who were patient. Include a rule to update the incident playbook within a week. Close with a one-line statement of what we will do differently next time, with an owner and a date to check it.
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