Service Desk · Module
Status Page
Public and private status pages that link and update the tickets an incident causes
Status Page lets tenants communicate service health through public or private status pages, incidents and maintenance with approved updates, and subscriber notifications. Its key feature is automatically linking and bulk-updating the tickets an incident causes.
What it does
Status Page is planned as an add-on for W3. When something breaks, customers want to know quickly and support teams do not want to answer the same question hundreds of times.
Services, incidents and maintenance
You model services and components in a hierarchy mapped to products. A public status page runs on a custom domain with your brand theme and uptime history per component. Incidents carry severity, affected components, a status (investigating, identified, monitoring, resolved) and a timeline of updates. Component status comes from the most severe active incident unless someone overrides it with a reason. Scheduled maintenance has reminders and auto-transition, and starting early needs publisher approval.
Human-approved updates
AI drafts incident updates from internal notes, but no customer-facing update is published without human approval, whatever an agent's autonomy. The approval records the difference between draft and final. Monitoring tools can open incident drafts through a webhook, and those drafts are never published automatically. Post-incident reports and translated updates also go through approval.
Ticket linking
During an active incident, new tickets that match its signals (keywords, components, time window, semantic similarity) are suggested for linking. Admins can enable auto-linking above a confidence threshold. Linked tickets show an incident banner and receive an approved bulk reply on each update. On resolution they can be bulk-resolved with a final message. Tickets resolved this way are tagged and never counted as AI verified outcomes.
Subscribers and banners
Customers subscribe per component by email with double opt-in, or by WhatsApp templates and SMS with consent capture. Every message has an unsubscribe link and respects rate limits. Active incidents show as banners in the chat widget and help centre to reduce duplicate contacts.
Private pages
Private status pages can be limited to portal users or specific customer companies. Agencies can give each client its own page with components scoped to that client. An embed and API are planned for tenant apps, and ITSM incident linkage follows in W4.
Features
What Status Page includes
Services and components
Hierarchy of services and components mapped to products.
Public status page
Custom domain, brand theme and uptime history per component.
Incidents
Severity, affected components, status and a timeline of updates.
AI-drafted, human-approved updates
Drafts from internal notes; publish needs publisher approval with the diff recorded.
Subscribers
Email with double opt-in, WhatsApp templates and SMS with consent, per-component subscriptions.
Scheduled maintenance
Reminders, auto-transition and approval to start early.
Ticket linking and bulk updates
Suggested or auto-linked tickets, bulk reply on updates and bulk resolve on resolution.
Private and per-client pages
Pages for portal users, specific companies or each agency client.
Monitoring webhooks
Alerts open incident drafts and duplicate alerts append; never auto-published.
Post-incident reports
Drafted, approved and published.
Widget and help centre banners
Active incidents shown where customers seek help.
Embed and API
Status embed and API for tenant apps.
Workflow
Incident communications
- 1
Detection from monitoring, a ticket spike or staff creates an incident draft
- 2
AI drafts the customer update
- 3
A publisher edits or approves
- 4
The page and banners update and subscribers are notified by consented channels
- 5
Matching tickets are linked and receive an approved bulk reply
- 6
Further updates repeat the approval step
- 7
On resolution, linked tickets are bulk-resolved and a post-incident report is approved and published
AI
AI skills and Digital Employees
Incident update drafts
Drafts updates from internal notes for publisher approval.
Ticket-to-incident linking
Matches tickets to incidents by keywords, components, time and meaning.
Bulk reply text
Drafts template-based replies for linked tickets.
Incident draft suggestions
Suggests an incident from a ticket spike or alert, never published automatically.
Post-incident report drafts
Drafts reports for approval.
Digital Employees that use this module
- AI SRE On-Call Assistant
- Support Triage & Reply Assistant
They act through the same governed Actions as people; risky steps wait for approval.
Frequently asked questions
Can AI publish status updates by itself?
No. AI can draft updates, but every customer-facing update needs human publisher approval, regardless of agent autonomy.
What happens to tickets during an outage?
Matching tickets are linked to the incident, show a banner and receive approved bulk replies on each update. They can be bulk-resolved when the incident ends.
Can agencies give each client a private status page?
Yes, planned. Private pages can be limited to one client company's portal users, with components scoped to that client.
See Status Page in your workflow
Tell us about your team and the outcomes you want. We will walk you through the apps, the Digital Employees and the plan for your industry.