Status pages, changelog and badge
Every reply to a customer links to the public page of the ticket. It updates by itself and never shows internal details.
The status page of a ticket
https://status.loopback.so/t/<public token>- The token is random and unguessable, at least 128 bits; the pages are not indexed by search engines.
- The page follows each change of state within 30 seconds.
- It shows the public summary approved with the reply draft: never code, file names or details of the diagnosis.
- The customer can add information and subscribe to email updates.
- You can revoke the link from the ticket, and issue a new one.
What the customer sees
| Shown to the customer | What it means | Internal states |
|---|---|---|
| Under review | We are reading your request and looking for the cause. | received, triage |
| We need your reply | We need one more detail to continue. Reply to our email or add it below. | needs_info |
| Answered | We replied by email. If something is still unclear, reply to that email. | draft_ready, answered |
| Cause found, fix in preparation | We found the cause. The fix is being prepared and verified. | fixing, awaiting_approval |
| Fix being released | The fix is approved and about to ship in a new version. | releasing |
| Resolved | The problem is resolved. If it happens again, write to us below. | customer_notified, closed |
| Being reviewed by the team | A person on the team is handling your request. | escalated |
Public changelog
https://status.loopback.so/c/<workspace>Optional, per workspace: the releases with notes your customers understand, for example: Fixed: the PDF export did not start with more than 100 rows. It can be indexed by search engines.
Badge
At the bottom of status pages, emails, the widget and the changelog, depending on the plan: Resolved with Loopback in, followed by the time from reception to the reply or the release. Its link is tracked, so a visit that becomes a signup is attributed.
https://status.loopback.so/r/badge?ref=badge&surface=status_page&ws=<workspace hash>| Plan | Badge |
|---|---|
| Open Source | Badge always shown |
| Indie | Badge always shown |
| Startup | Badge removable |
| Growth | No badge |
| Managed | Badge removable with the add-on |
| Agency | No badge |
| Enterprise | No badge |
Custom domains
Serve status pages and the changelog on your own domain, or on your agency’s: create a CNAME record to the status host.
support.yourapp.com. CNAME status.loopback.so.- Add the domain in the brand settings and verify it.
- The TLS certificate is issued automatically on the first request.
- On the Agency plan, pages, emails and tracked links use the agency’s domains and never mention Loopback.