Free tool
Customer-facing RCA generator
The bug is fixed. Now tell the customers who reported it, in a letter they will trust. Fill in five parts, copy the result into the ticket. Wording that tends to cost trust is flagged as you type.
No sign-up. Runs in your browser. Nothing is stored.
Preview
No wording issues found
Subject: Update on the [plain-language incident name] issue you reported on [date] Hi [first name], We want to close the loop on the issue you reported on [date]. What happened [What the customer experienced, in plain language, with UTC times] Who was affected [The affected plan, feature or workflow, and the exact window] Why it happened [One paragraph: the causal chain, no internal names] What we fixed [The specific change and when it reached production] What prevents this from happening again [The specific control you added] We are sorry for the disruption this caused. If anything still looks wrong, reply here and we will pick it up directly. [Your name], [team]
Runs in your browser. Nothing you type is sent to us or stored.
Why these five parts
Customers read an RCA for two things: that you take responsibility, and that you understood the problem well enough to stop it happening again. Each part answers one question they have. Everything else, the stack trace, the service names, the commit, belongs in your internal post-mortem. The full reasoning, with examples of wording that builds and loses trust, is in our customer-facing RCA guide.
Writing these by hand for every bug is where most teams fall behind. Watari drafts the customer-facing RCA from the actual fix for your team to approve, waits until the deploy is confirmed, then posts it to every ticket that reported the bug. See how.
Frequently asked questions
What is a customer-facing RCA?
A short letter to the customers a bug affected, sent once the fix is live. It says what broke, who was affected and for how long, why it happened, what was fixed, and what now prevents it. It is not the internal post-mortem: no stack traces, internal service names, commit hashes or blame.
Does this tool send my incident details anywhere?
No. The letter is assembled in your browser as you type. Nothing you enter is sent to Watari or stored, and there is no sign-up.
What does the wording check look for?
Phrases that read as deflection or boilerplate ("unforeseen circumstances", "any inconvenience"), hedging about the fix ("we believe this should prevent"), roadmap promises, and things that belong in the internal post-mortem: stack traces, commit hashes, internal host and service names, and private PR links. It is advice, not a gate; you decide what to send.
When should I send it?
After the fix is confirmed in production, not when the pull request merges. Post it on the original ticket for every customer who reported the bug, so the update arrives in the thread they are already watching.
Your next support ticket arrives as a draft PR.
Connect Zendesk, Intercom, or Freshdesk, then GitHub or Azure DevOps. Tickets land mapped to the file, function, and line, ready for your reviewer to take over.
- Trial length
- 14 days
- Bugs included
- 10 Mapped
- Card required
- No
- Mismapped credit
- 7 days
- Cancel
- Any time
You only pay when we know what to change.