Turn each support escalation into a Jira issue with the customer context attached.
Caddy
APP
9:19 AM
Filed SKY-431 from the latest support escalation, with the customer name, plan, and the full thread attached. I set it to the Sprint 24 board and tagged the on-call engineer so it doesn't sit.
James
9:24 AM
Perfect, that's one less thing.
#
eng-standup
Josh
8:31 AM
Every Monday, tell me which bugs are aging and which sprint is at risk.
Xavier
APP
8:32 AM
Sprint 24 is 64 percent done with 3 days left, so it reads at risk. 4 bugs have been open over 10 days, led by SKY-418 on rate-limit retries. I listed them oldest first so you can triage in order.
Josh
8:38 AM
Got it, I'll rebalance the sprint.
#
customer
Zaria
9:00 AM
When an issue moves to Done, draft the note back to the customer who reported it.
Squiggle
APP
9:02 AM
SKY-412 just moved to Done, so I drafted a note to the customer who reported it with what shipped and a link to try it. It's waiting in your drafts for a quick read before it goes out.
Zaria
9:05 AM
Reading it now, thanks.
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