ROUTE THE QUESTION
Pick the path that matches the problem.
Broad platform incidents, stuck workflows, and account-specific questions each have a faster lane.
Active incident Use the live status host for update cadence, affected components, and subscription management. Open status host Workflow issue When the platform is green but one task is stuck, use the Help Center for product-specific recovery. Open help center Account-specific support Send the product area, company, timestamp, and role so support can investigate the right path. Contact support
DURING AN INCIDENT
Everyone needs a different next step.
Who does what while the status page is yellow — and what to send support so the workflow can be traced.
WHO DOES WHAT
- Owner Decides whether the team pauses a workflow, uses a fallback, or waits for the live status update.
- Dispatcher Keeps the schedule moving and notes which jobs or technicians are affected by the service area.
- Office Collects customer, invoice, payment, and browser context for account-specific support.
- Technician Reports the job, device, app state, and customer impact instead of retrying without context.
WHAT TO SEND SUPPORT
- Who Company, user role, workspace, and affected team member.
- Where Product area, page, record type, customer, job, invoice, payment, or mobile screen.
- When Timestamp, timezone, browser or device, and whether the issue is still happening.
- Impact Whether customers, technicians, payments, dispatch, or reporting are blocked.
HOW WE COMMUNICATE
Status should reduce uncertainty, not just report color.
01
Time-stamped updates
Incident communication should make sequence and current state clear, even when the root cause is still under review.
02
Workflow impact
Status should explain what customers can still do, what is degraded, and which fallback path to use.
03
Post-incident learning
After recovery, the review should name the customer impact and the operational change that follows.