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10 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.
Most B2B SaaS teams have SLAs for ticket response and PR merge, but no one measures the hours a bug spends in limbo between Zendesk triage and a structured engineering receipt, and that unmeasured gap is where churn hides.
When Zendesk or Intercom tickets about the same bug arrive days apart, support tools miss the duplicate because they compare message text, not bug structure, here's how structured extraction fixes that.
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.