---
name: report-customer
description: Write an incident report for customers or customer service after a production bug fix. Non-technical, easy-to-understand language.
keywords: report, incident, customer, customer service, CS
---

# Report Customer (Incident Report)

## When to use

- After fixing a bug that affects users/customers
- Customer Service needs a report explaining the cause to customers
- Need to document the incident for future reference

---

## Process

### Step 1: Gather information

Collect from `investigate-bug` results or developer descriptions:
- Ticket ID and title
- Discovery time / impact duration
- Number of affected users / orders
- Identified root cause
- Deployment status

### Step 2: Write the report

Fill in the structure below. **Use simple language, avoiding technical jargon.**

---

## Standard Structure

Output language: auto-detect from the ticket/task input — see `custom/rules/output-language.md`
(Vietnamese ticket → Vietnamese report; otherwise English). CS can request a specific language
explicitly, which overrides auto-detect. Structure below is shown in English.

```markdown
## 📋 Incident Verification Report

**Ticket ID:** [ID]
**Assigned to:** [Dev Name]
**Resolution Date:** [YYYY-MM-DD]
**Status:** ✅ Resolved / 🔄 In Progress

---

### 1. Summary

[1–2 sentences describing the issue in non-technical language.
Example: "Between 14:00–15:30 on [Date], some 
users were unable to complete order payments."]

---

### 2. Root Cause

[Simple explanation, no code references.
Example: "Due to a system update failing to correctly handle 
slow connections with the payment gateway."]

---

### 3. Resolution

[Steps taken by the technical team.
Example: "Updated the timeout handling mechanism and deployed 
the fix at 16:00 on [Date]."]

---

### 4. Data Impact

- Was existing data affected? [Yes / No]
- Data recovery status: [Update script run / Not necessary]

---

### 5. Expected Behavior

[Actions the customer should take to verify normal operation.
Example: "Customers can now attempt payment normally.
If problems persist, please contact our support hotline..."]
```

---

## Writing Rules

- ✅ Simple language, avoid technical jargon
- ✅ Honest about scope and duration of impact
- ✅ Focus on **user impact**, not code details
- ✅ Always include instructions for the customer to verify the fix
- ❌ Do not blame third parties unless certain
- ❌ Do not commit to specific deadlines unless certain

Present clearly and professionally, in the language determined above.