Questions, bugs, and billing
A question you have an answer for gets that answer. A bug is filed. A request about money is held. What they pay sits above the draft, so you see it before you send.
GmailStripeLinear
The Support Playbook
Questions answered. Customers told when it is fixed.
Questions get a draft. Bugs get filed. When a fix ships, the people who reported it get a note. Billing waits for you. Nothing is sent.
How it helps
Questions answered. Bugs tracked. Customers updated.
One bug, every reporter
A second person reporting the same thing joins the issue that is already open instead of starting another. The count of who has hit it is on the work.
Told when it ships
When the work is closed, everybody who reported it gets a note in the thread they wrote in. Who was told is written back onto the work, so nobody is told twice.
What's included
Five tasks
People who answer support, file the bugs, and still owe the customer a note when the bug is fixed.
Support replies and bug reports
Each message is a question, a bug, or billing. Questions get a draft. Bugs get filed. Billing waits for you.
Bug reporters told when it is fixed
When the bug is closed, everybody who reported it gets a note in the thread they wrote in.
X alerts on terms you watch
Three mornings a week, a report of mentions worth reading. Posts nothing.
Unpaid invoice chasing
A reminder drafted for anyone whose invoice is past due. You send it.
Weekly update draft
Friday's write-up of the week, as a draft for you to send.
What happened
What a run looks like.
After the preview run, Faber leaves a record of what it drafted and who it would tell. Billing still waits for you.
TuesdaySupport
- Read 14 new support messages.
- Drafted 8 replies from the answers list. Filed 3 bugs, and added a fourth reporter to an issue already open.
- Held 1 reply about a refund.
- A closed issue drafted notes to 4 people who had reported it, in the threads they wrote in.
- Drafted 1 reminder for an invoice 16 days past due.
Good fit when
You still owe the customer a note when the bug is fixed.
The same questions come in every week, and you already have answers written down.
Bugs are supposed to land on a tracker, and the people who reported them are supposed to hear when it is fixed.
Anything about a refund, a credit or a cancellation should wait for you, every time.
Nothing should be sent. Drafts in the original thread are the point.
Setting it up
Connect the shared apps once.
One set of connections
All five use the support mailbox. Replies also use your answers list and Stripe. Bugs use your tracker. Mentions use X. Invoice chasing uses Stripe. The Friday update uses the calendar and Search Console.
Keep the ones you want
Every task has a checkbox and they all start ticked. Unticking one drops it, and drops whatever it was the only task that needed.
One preview to read
They run a preview on your real work with every action held back. You read what they would have done before any of it is real.
What it costs
Setting all five up is free. Running them is what counts.
You install all five and read all five preview runs whatever plan you are on. What your plan limits is how many run on their own afterwards.
They all run free for 14 days, then they stop until you upgrade.
Pro is $20 a month and runs five at a time, so this playbook is the size of Pro.
Set up the Support playbook.
Connect the support mailbox, the answers list and the tracker. Anything about money waits for you.