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8 posts with this tag.
A merged PR is not a customer resolution. This post explains the gap between engineering 'done' and support 'done', and how to close Zendesk and Intercom tickets with a structured, deploy-confirmed RCA instead of a manual one-liner.
A merged pull request is not a customer resolution event. This post explains the exact workflow gap between 'fix merged' and 'ticket closed', and how to close that loop automatically using production deploy confirmation rather than a human checklist.
When a support ticket reaches engineering, a second lifecycle begins: triage, code location, PR review, deploy confirmation, and customer notification. This post maps every checkpoint from the support lead's seat and explains where silence turns into churn.
Most B2B SaaS teams default to silence or over-communicate with formal RCAs for every bug fix. This post gives you a concrete impact threshold to decide which artifact to send, every time.
Closing the loop between a support ticket and a customer notification isn't a single webhook: it's four distinct checkpoints, and skipping any one produces a failure mode worse than silence.
Most B2B SaaS teams send a Slack note or stay silent after a bug fix. This playbook covers the exact workflow for clustering affected tickets, drafting a five-sentence customer-facing RCA, and publishing it back to every affected customer automatically before they churn.
Most B2B SaaS teams have a tight fix loop from Zendesk ticket to GitHub PR, but a completely broken notification loop, and that silence after the fix is the actual churn trigger, not the bug itself.
Most teams fix the bug but never tell affected customers what happened. That silent close is a churn trigger. This post explains how to write and deliver a structured, jargon-free root cause analysis that converts a support cost into a retention signal.