Support templates

title,content,status,tags,board,author_name,author_email,email_verified,vote_count,created_at,source_id
"Add dark mode support","It would be great to have a dark mode option for the app. Many users prefer working in low-light environments.","open","feature,ui","","John Doe","john@example.com","false","5","2024-01-15T10:30:00Z",""
"Fix login timeout","Users are being logged out too quickly. The session timeout seems too aggressive.","under_review","bug","","Jane Doe","","","2","",""

# Incident communication templates

Templates from quackback.io/templates. Replace everything in [brackets]. Each update says what's affected, what you know, what you're doing and when you'll update next. Keep them short, plain and in the past or present tense.

## Investigating

**Title:** [Component] [degraded performance / unavailable]

We're investigating reports that [what customers see, e.g. "some dashboards are failing to load"]. [Who is affected, e.g. "This affects customers in the EU region."] We'll post an update within [30 minutes].

## Identified

**Title:** [Component] [degraded performance / unavailable]

We've identified the cause: [plain-language cause, e.g. "a failed database upgrade"]. We're [what you're doing, e.g. "rolling back the change"]. [What customers can do meanwhile, if anything.] Next update within [30 minutes].

## Monitoring

**Title:** [Component] recovering

We've applied a fix and [component] is [working normally again / recovering]. We're monitoring to make sure it stays that way. [If anything needs action from customers, say so.] Next update within [1 hour], or sooner if anything changes.

## Resolved

**Title:** [Component] [issue] resolved

This incident is resolved. From [start time] to [end time] [time zone], [what customers experienced]. The cause was [cause]. [What you're changing so it doesn't happen again.] [Any data or action customers need to know about.] We're sorry for the disruption. [A full write-up will follow within [5 business days].]

## Scheduled maintenance

**Title:** Scheduled maintenance: [component]

We'll be [what you're doing, e.g. "upgrading our database"] on [date] from [start time] to [end time] [time zone]. During this window, [expected impact, e.g. "the dashboard will be read-only for up to 15 minutes"]. [What customers should do, if anything.] We'll post here when it starts and when it's complete.

### Maintenance in progress

Maintenance on [component] has started. [Expected impact.] We'll update this page when it's complete.

### Maintenance complete

Maintenance on [component] is complete and everything is working normally. Thanks for your patience.

# Support macros: saved replies

Templates from quackback.io/templates. The first four close the loop on feedback: use them every time a request moves. Variables in {curly braces} are the ones Quackback macros fill in: {firstName}, {lastName}, {email} and {conversationTitle}. Replace everything in [brackets].

## Closing the loop on feedback

### We've logged your request

Hi {firstName},

Thanks for suggesting this. I've added it to our feedback board, where other customers can vote and comment: [link to the post]. We read every request when we plan, and you'll get an update when its status changes.

[Your name]

### It's on the roadmap

Hi {firstName},

Good news: [request] is now on our roadmap as [planned / in progress]. You can follow it here: [link]. We'll let you know as soon as it ships.

[Your name]

### It shipped

Hi {firstName},

You asked for [request], and it's live today. [One sentence on how to use it.] Here's the announcement: [changelog link]. Thanks for asking. It helped us decide to build it.

[Your name]

### We decided not to build it

Hi {firstName},

Thanks again for suggesting [request]. We've looked at it closely and decided not to build it, because [honest reason, e.g. "it would make the editor slower for everyone"]. [A workaround or alternative, if there is one.] I know that's not the answer you hoped for, and we'll reopen it if things change.

[Your name]

## Everyday replies

### First reply, need more detail

Hi {firstName},

Thanks for getting in touch about {conversationTitle}. To look into this, could you send [the steps you took / a screenshot / the email address on the account]? As soon as I have that, I'll take it from there.

### Bug confirmed

Hi {firstName},

Thanks for reporting this. I've reproduced it and passed it to our engineers with the details you sent. [Workaround, if any.] I'll update you when the fix is out.

### Fixed, please confirm

Hi {firstName},

We've released a fix for this. Could you try again and let me know it's working for you? If anything still looks wrong, reply here and I'll pick it up.

### Waiting on the customer

Hi {firstName},

Just checking in on this. If you still need help, reply here with [what you need from them] and I'll carry on. If it's sorted, no need to reply.

### Closing a quiet conversation

Hi {firstName},

I haven't heard back, so I'll close this for now. If you need anything else, reply here and it'll reopen.

### Refund or billing question

Hi {firstName},

Thanks for asking about your bill. [Answer.] You can see invoices and change your plan at any time under [location]. If anything looks wrong, reply here and I'll fix it.

### Outside business hours

Hi {firstName},

Thanks for your message. Our team is offline right now and back at [time] [time zone] on [day]. We'll reply then. In the meantime, our help center may have the answer: [link]. For [urgent issue type], see our status page: [link].