Incident

What it is

An incident is any event that interrupts or degrades a service for customers, from a full outage to a slow API. Incidents are declared, assigned a severity, and managed until resolved.

Why it matters

Incidents create ticket spikes. Support needs to recognize them quickly, link related tickets, and give customers consistent updates.

Best practices

1. Connect support to incident tooling – So agents see active incidents before replying.
2. Use one parent ticket – Link all affected customers to it.
3. Communicate on a cadence – Update the status pageStatus PageA public page reporting current service health and active incidents. even when there's no news.

How Decimal helps

Decimal checks incident tools like PagerDuty and incident.io during an investigation, so tickets tied to an active incident are recognized right away.