An outage starts. Within minutes, the same issue is reported again and again, because the portal gives customers no sign that you already know. Your queue floods with duplicates at exactly the moment your agents can least afford it.
Why it happens
During a major incident, the Jira Service Management portal shows customers nothing. There’s no banner, no “we’re on it,” no way to subscribe for updates — so raising a new ticket feels like the only option.
What the duplicates cost
- Agents triaging the same incident dozens of times instead of resolving it.
- Real, unrelated requests buried under the pile-on.
- Customers with no visibility, growing more frustrated by the minute.
How Patcher fixes it
Patcher shows an active-incident banner on the portal and lets customers subscribe for updates instead of opening a new ticket — cutting duplicate requests during every outage. It runs on Forge and toggles per project.