Streamlining Outage Communication with Statuspage Incident Templates for a SaaS Application

[Asfa Maria]

Dear Atlassian Community,

I am refining the outage communication process for a SaaS application, launched in April 2025, using Statuspage to maintain transparency with users. While Statuspage effectively notifies subscribers of incidents, I seek to optimize incident templates to streamline communication during service disruptions. Your expertise in this area would be greatly valued.

My Statuspage, configured on a Professional plan, integrates with our application’s monitoring system via API, following the Statuspage Getting Started guide. The page serves approximately 2,000 subscribers, primarily small business users, and communicates service status for our application’s core features, such as user authentication and data processing.

During recent minor outages, averaging one per month and lasting 15–30 minutes, I manually crafted incident updates, which delayed notifications by approximately 10 minutes. To improve efficiency, I explored incident templates through the Statuspage dashboard’s Incidents section, creating a draft template with predefined fields for outage severity and affected components.

However, applying the template during a test incident resulted in generic messaging that required significant manual edits to address specific user concerns, such as data access disruptions.

I reviewed subscriber notification logs via the Statuspage analytics panel to confirm delivery rates, which averaged 95%, and ensured API triggers correctly initiated incident creation. Despite these efforts, I suspect my template configuration lacks the granularity needed to address varied outage scenarios without extensive customization.

I am particularly interested in structuring templates to balance automation with context-specific details, ensuring timely and relevant communication to subscribers during incidents.

What specific strategies or configurations would you recommend for optimizing Statuspage incident templates to streamline outage communication for a SaaS application?

Thank you for your insights and expertise.

[Chris DeGidio]

@Asfa Maria Please submit a ticket to our team at support.atlassian.com so we can take a look at the notifications and current configuration for your specific case.

Thanks so much!