Your status page tells all your customers at once when something's wrong, instead of answering the same question on every ticket. Manage it under Status in the sidebar (under Operations). Customers see it at intellidesk.co/status/your-workspace (Public page opens it).
It isn't for one customer's problem (that's a ticket) or for announcements (use a notice).
Components
Components are the parts of your service customers care about, such as Parcel tracking, Driver app or Customer portal. Add them under Components. Each can have its own status, and the public page lists them all. If your service is one thing, you don't need components.
Declaring an incident
Click New incident:
- Title and Initial update: what's affected, what you know so far, and when you'll update next. Draft with AI and Polish can help with the wording.
- Severity:
- Maintenance: planned work.
- Minor: partial impact, with a workaround.
- Major: significant impact.
- Outage: the service is down.
- Affected components: pick the ones affected. While the incident is open, they show as degraded (or worse, depending on severity) on the public page.
- Inject into outbound emails: adds a notice about the incident to every email your desks send while it's open. Keep it for major problems.
Publish puts it on the public page straight away. The page's overall status changes to match (for example, Degraded performance).
Keeping customers posted
- Post update: add a message, and optionally move the incident on: Investigating, Identified, Monitoring. Each update appears on the public page with its time.
- An incident with no updates for an hour lapses: it leaves the active list and moves to the history. Every update resets that hour. If it's still happening but there's nothing new to say, click Still happening.
- Post at least every 30 minutes during a real incident. Silence worries customers more than "still working on it".
Resolving
When the fix is in and checked, click Resolve. The incident moves to the history, email notices stop, and the page goes back to All systems operational (if nothing else is open). The public page keeps 30 days of history, so a short closing update saying what happened and what you fixed is worth posting before you resolve.