Good incident response is about good communication. Sharing updates regularly to keep your stakeholders (and customers!) updated is a great practice to get into.
We built Updates to make this easy. Updates are a lightweight way to keep people in the loop, and progress the state of an incident.
📢 Adding an update
To create an update, simply type
/incident update in an incident channel.
You'll be presented with a modal that:
Asks if there's any changes with the severity or the status of the incident
Allows you to provide a short message to update people with what's going on ('Can you share any more details')
Lets you set a reminder for your next update: no need to remind yourself manually! We will come back and remind you when an update is due.
Updates will get posted in the incident's channel (see GIF), and as a thread on the original announcement post 👇.
🕹 Using Updates to trigger automations
You might want to automatically send an email enclosing your update to, say, senior management, affected partners or the Account Executive of the affected client.
You can do all this (and more) with a Workflow - just select 'When someone shares an incident update' as a trigger!