Customers cannot see the work you do unless you show them. A changelog turns invisible effort into visible progress, and a status note turns an incident into competence.
What's Included
- A public changelog written for customers rather than for you.
- A status note during incidents which prevents most of the tickets.
- Notifications to affected customers not to everybody.
- An assistant that drafts entries in customer language.
How To Use
- Write in terms of what the customer can now do, not what you changed.
- Post during an incident, even before you have the answer. Silence is worse.
- Notify only the customers a change actually affects.
- Keep it regular. An abandoned changelog says more than none.
Close the loop from the feature board, and reduce load on the support desk.