Koltrix
Customer support
From support email to engineering ticket: a handoff template
A copyable internal ticket template for escalating bugs from support email to engineering, plus how to keep the customer informed while the fix is pending.
5 min read
Customer supportClosing the loop: following up after a fix ships
A runbook for telling customers their bug is fixed: track who reported it, write the follow-up, confirm it works, and handle the cases where it does not.
5 min read
- Customer support
Getting reproducible bug reports by email on the first try
What to ask when a customer emails about a bug, how to ask without a wall of questions, what to check yourself first, and a reusable request snippet.
4 min read