A handover template between support shifts or before days off: the live escalations, the watch-list, and the context that prevents customers repeating themselves.
Build our support handover template. Context: {{context}} (team size, shift pattern or coverage model, tools, what currently falls through the cracks). Template sections: live escalations (ticket, customer, state, the NEXT action and by-when — not just 'ongoing'), the watch-list (angry-but-quiet customers, tickets near SLA breach, the incident that might reignite), promises made (anything a customer was told would happen — with the deadline; broken handover promises are how trust dies), system state (known issues, workarounds active, anything in a weird state), and the FYI line (patterns noticed — 'three people asked about X today'). Rules: written not verbal (searchable later), 5 minutes to complete (longer doesn't get done), and the receiving person confirms the top item.
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