Chapter 4

After customers give feedback, does anyone tell them?

Khách góp ý xong, có ai báo lại cho họ?

The chapter's question

Do people who reported a bug know when it was fixed?

Big idea

Customers give feedback again when they know someone listened last time.

In this chapter

  1. Part 4.1

    Linking Tickets to Work

    Do support tickets link to the corresponding backlog item?

  2. Part 4.2

    Reporting Back When Done

    Once fixed, who messages the customers who reported it?

  3. Part 4.3

    Being Honest About Not Now

    How do I respond when a customer's wish is not in the plan yet?

  4. Part 4.4

    Release Notes for Humans

    Are my release notes written in words users understand?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of The Support Inbox is free to read right here.

Read in Conan School

Chapters of The Support Inbox

  1. 1.Are support tickets chores, or a forgotten goldmine?
  2. 2.Feedback is everywhere, so why can't anyone count it?
  3. 3.Do finer tags really mean better understanding?
  4. 4.After customers give feedback, does anyone tell them?
  5. 5.Does support know the product better than we do?