Acknowledgment, status updates, root cause, post-mortem follow-up.
email · chat
Bug report: acknowledgment
Customer reports a bug. Acknowledge, set expectation.
Open →Bug: cannot reproduce
Reported bug not reproducible. Need more info before logging.
Open →Bug fix: shipped
Reported bug is now fixed. Notify the reporter.
Open →email · chat
Outage: acknowledgment
Customer reports system down during active incident.
Open →Outage: resolved
Service restored after incident.
Open →Feature request: logged
Customer requests a feature. Acknowledge without overpromising.
Open →Data loss: investigation
Customer reports lost data. Treat as P0, escalate immediately.
Open →Third-party integration broken
Integration broken because of upstream provider change.
Open →Integration: restored
Previously broken integration is back online.
Open →Mobile app crash: info request
Customer reports mobile app crashing. Need diagnostics.
Open →Build a real macro library. Not a Google Doc.
SupportWire's macros learn from your replies. Variables auto-fill. AI suggests the right one.