Shipped and not told: the closing step most teams skip
How do you make sure customers hear when the feature they asked for ships?
Work that keeps a customer promise merges, and nobody tells the customer. How to find those rows and close each one with an email.
Merged is not done
An engineer merges the pull request and moves on. The account manager who made the promise never hears that it shipped. The customer finds out months later, if at all, and still remembers the date you gave them.
Each of those rows is good news you earned and did not send.
Find the rows
Once promises are linked to work, the list builds itself. Gaps holds Shipped and not told: promises whose work has all merged or closed while the customer has not heard. A promise with some work still open stays off the list, because half shipped is not shipped.
What counts as told
Telling means news that went out after the work merged. A progress note before the merge is not news that it shipped, so C-131 stays on the list even though Acme Health heard about it once. C-071 left the list when Britelane got an email after the merge.
CommitOps notices sent mail to the account and marks the row told. When the sign is weak, such as a meeting with the account, the row says Looks told, and a person presses Yes, told or Not that one.
Close each row with one email
Press Draft the email on a row. The draft lists the work that merged, checked against the code, and lands in your own Gmail. CommitOps never sends mail. You edit it and send it, and within the hour the row leaves the list.
If you told them another way, on a call or in Slack, press Mark as told, choose how and when, and the row leaves the list with that record. The steps are in Tell the customer it shipped.
Every company, person and figure in the examples belongs to the invented demo company in the sample ledger.