Service Desk · Workflow
Incident communications
How an outage is communicated without answering hundreds of tickets one by one (planned W3).
Step by step
Each step is a governed Action: it is permission-checked, logged, and either reversible or compensated.
- 1
A monitoring webhook, ticket spike or staff member opens an incident draft
- 2
AI drafts the customer update from internal notes
- 3
A publisher approves before anything goes public
- 4
The status page, chat widget banner and help centre banner update and subscribers are notified
- 5
Matching tickets are linked and receive an approved bulk reply
- 6
On resolution, linked tickets are bulk-resolved and a post-incident report goes for approval
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