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4 posts with this tag.
A concrete five-element template for writing customer-facing root cause analyses that build trust, with an explicit leave-out list explaining why internal jargon, stack traces, and vague apologies erode confidence instead of restoring it.
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.
The support-to-engineering handoff breaks at the format boundary — free-form Zendesk and Intercom tickets are structurally incompatible with what engineers need, and no amount of Slack messages or Jira fields fixes a format mismatch.
Support queues mix billing questions, feature requests, and real bugs — this post shows exactly how to separate them using structured extraction, reproduction criteria, and a routing model that protects senior engineering triage time.