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My support agent emailed the customer before I could

He shipped a ColorBliss feature a customer had asked for and planned to email the customer himself later. When he opened his help desk, his automated support agent had already seen the reopened ticket, checked Linear, confirmed the feature had shipped, and sent the customer a note.

How it works

  1. A customer replies to a changelog email with feature requests
  2. He adds it to his backlog and later merges the fix behind a feature flag
  3. Merging marks the Linear issue done
  4. The help desk reopens the closed ticket
  5. His support agent reads the ticket, checks Linear, sees the feature has shipped, and sends the customer a note

Why it’s worth knowing

He did not ask it to send anything that day. The agent watched the ticket reopen, checked the tracker itself, and closed the loop on its own.

Where it’s from

Summarized from a public post on ben.robertson.is. See the original ↗

Upgraded prompt

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