For support agents it might be routine to answer an incoming question, solve a ticket, and move on to the next one. But what about those times when the issue is larger and impacts several customers at the same time?

For support agents it might be routine to answer an incoming question, solve a ticket and move on to the next one. But what about those times when the issue is larger and impacts several customers at the same time? When faced with this kind of problem it is likely you will receive several similar