# Bridging the gap between Engineering and Customer Support during incidents

DevFeed: [Bridging the gap between Engineering and Customer Support during incidents](<https://devfeed.tech/articles/bridging-the-gap-between-engineering-and-customer-support-during-incidents-12096.md>)

Original publisher: [Read original article](<https://incident.io/blog/zendesk>)

Author: incident.io

Published: 2022-08-30T00:00:00Z

Content type: opinion

Language: en

Sources: [The incident.io Blog](<https://devfeed.tech/sources/the-incident-io-blog.md>)

Topics: [incident](<https://devfeed.tech/topics/incident.md>), [incident management](<https://devfeed.tech/topics/incident-management.md>)

Tags: [bridging](<https://devfeed.tech/tags/bridging.md>), [communication](<https://devfeed.tech/tags/communication.md>), [customer](<https://devfeed.tech/tags/customer.md>), [customer-trust](<https://devfeed.tech/tags/customer-trust.md>), [customers](<https://devfeed.tech/tags/customers.md>), [engineering](<https://devfeed.tech/tags/engineering.md>), [how-to](<https://devfeed.tech/tags/how-to.md>), [incident](<https://devfeed.tech/tags/incident.md>), [incident-channel](<https://devfeed.tech/tags/incident-channel.md>), [incident-management](<https://devfeed.tech/tags/incident-management.md>), [incident-response](<https://devfeed.tech/tags/incident-response.md>), [outage](<https://devfeed.tech/tags/outage.md>), [post-mortem](<https://devfeed.tech/tags/post-mortem.md>), [slack-incident](<https://devfeed.tech/tags/slack-incident.md>), [support](<https://devfeed.tech/tags/support.md>)

## AI overview

This article explains why proactive customer communication during incidents matters and how Engineering and Customer Support can work together to keep customers informed, reduce frustration, and preserve trust.

## Source excerpt

Why customer comms during an incident are so important - and how to get it right.