Incident notice for customers
OfficialOfficial · updated Nov 4, 2026 · v1.0.0
Writes customer-facing incident notices by stage, from investigating to resolved, and a postmortem summary with a plain apology and what changes.
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When to use it
- Something is down or wrong for customers and needs a status update
- An incident is resolved and customers need a summary
What you give it
- What customers see and who is affected
- Confirmed facts and current stage
- For the summary: cause, fix, and what changes
What you get
Status updates for each stage with the next update time, a resolved notice, and a postmortem summary.
Changelog
- v1.0.0 · Nov 4, 2026 · First release.
Sources
- Create an incident | Statuspage | Atlassian Support (2026-11-04)
- Incident Communication Best Practices & Channels | Atlassian (2026-11-04)
- Status page guide: Best practices for communicating system status during incidents (2026-11-04)
- Chapter 15 - Postmortem Culture: Learning from Failure (2026-11-04)
Related skills
- Customer reply in our tone Drafts a support reply in your team's tone: answers the question first, owns mistakes, drops jargon, and ends with one clear next step.
- Support ticket triage Triages incoming tickets into a table with category, S1 to S4 severity, routing, and a first reply for each, sorted by what to answer first.
- Internal change announcement Writes an internal email or Slack post for a change: bottom line up front, what changes, why, when, who it affects, what to do, and where to ask.