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Official skill · Customer success

Incident notice for customers

Updated

Writes customer-facing incident notices by stage, from investigating to resolved, and a postmortem summary with a plain apology and what changes. Use it when something is down or wrong for customers and needs a status update.

AI skill

Have your AI write the incident notice for customers

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14 days free · No card needed

Works in Claude, ChatGPT, and coding agents. On Team and Business, the official skill in your pod updates itself when we improve it.

When to use it

What you give it

What you get

Status updates for each stage with the next update time, a resolved notice, and a postmortem summary.

How it works

  1. Name the stage
  2. Lead with impact in customer terms
  3. Say what you're doing, only what's confirmed
  4. Give the next update time
  5. Write the resolved notice
  6. Write the postmortem summary within the time you promise
  7. Keep it short and the same across channels

Example

What you give it

> 09:12 UTC: payments page returns errors for EU customers. 09:40: identified as an expired certificate on payment provider connection. 09:55: certificate renewed, payments working. 10:30: confirmed stable, resolved. About 380 failed checkout attempts; customers can retry. Changes: automatic certificate renewal and an alert 30 days before expiry, owner: platform team, by end of month.

What you get back (the start of it)

Investigating — Checkout: payments failing for some EU customers 4 June, 09:20 UTC

Some customers in the EU see an error when paying at checkout. We're looking into it now. Next update by 09:50 UTC.

Identified — Checkout: payments failing for some EU customers 4 June, 09:45 UTC

We found the cause: an expired security certificate on our connection to our payment provider. We're renewing it now. Next update by 10:15 UTC.

Resolved — Checkout: payments failing for some EU customers From 09:12 to 09:55 UTC (43 minutes), EU customers could not complete payment at checkout. We renewed the expired certificate and payments are working. If your payment failed, please try again; you were not charged for failed attempts [check: confirm no charges]. We're sorry: this stopped you from paying for 43 minutes.

The rest of this output, the full steps and the checks the AI runs before it answers are in your pod once you add the skill.

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Changelog

Sources

  1. Create an incident | Statuspage | Atlassian Support (read 2026-11-04)
  2. Incident Communication Best Practices & Channels | Atlassian (read 2026-11-04)
  3. Status page guide: Best practices for communicating system status during incidents (read 2026-11-04)
  4. Chapter 15 - Postmortem Culture: Learning from Failure (read 2026-11-04)
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