Free project template
Support escalation template with every task dated from the day you start
One escalated case: the facts, the owner, the updates, the fix, the apology, the lesson.
- 3 sections
- 10 tasks
- Opens as a list
- Dated from day 1
Escalation: [customer]
Days count from the day you start. In the app, pick a start or a finish date and each task lands on a real day.
First hour
- Get the facts: what, since when, impact, what has been triedDay 1Urgent
- Name the ownerDay 1Urgent
- Tell the customer who owns it and when they will hear nextDay 1Urgent
Until fixed
- Daily update to the customerEvery workday 16:00High
- Reproduce itDay 2High
- Fix or workaroundDay 4Urgent
- Confirm with the customer it is fixedDay 5High
After
- Apology and what changed, in writingDay 6
- Note the lesson and the action so it does not repeatDay 7High
- Check in two weeks laterDay 19
About this template
An escalation is a customer who has been failed twice. This project is one case run properly: the facts in an hour, one named owner, an update every day whether or not there is news, the fix, and the note that stops it happening again.
Tips from the template
- Name the project after the customer and the issue.
- The daily update goes out even when there is nothing new.
- The lesson task is the reason to do the rest.
How to use it in ActivityTracker
- 1Open Tasks and choose Templates.
- 2Find Support escalation and open it. You see every section and task before anything is added.
- 3Pick the day you start, or the day it has to be done by. Every date moves with it.
- 4Press Use template. Rename the project, then work down the list.
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Questions
Run it with the dates filled in.
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