How we use Emargen in customer success
By Ana Ruiz · created 6 May 2026, 12:00 UTC · last updated 13 Oct 2026, 07:30 UTC · version 9
emargencustomer-questionsplaybook
We answer customer questions in Emargen, so every answer is checked against the code and our documents before it goes out.
A customer question
- Start a topic with the Customer question template. Write the question in the customer's own words.
- Set the fields: Customer, Status (Open, Waiting on the customer, Answered) and Reply by, which puts it on the calendar.
- Ask the agent what exists today. It reads our Jira, this space, the help site and the three repositories, and says where each finding comes from. Read the sources it cites before you trust them.
- Write what we tell the customer. The Customer reply skill keeps it short.
- If it needs product, share the topic with Lena or Noor and ask them there. If it becomes work, it becomes an initiative.
Rules
- Say what the product does today. Never promise something that is being shaped.
- If no source says, write "no source says" and ask the person who knows.
- Customer names, depots, tickets and dates in every topic. No "the customer".
Lists and boards we use
| What | Kept by | For |
|---|---|---|
| Waiting on customers (list) | Ana | Topics where we wait for the customer |
| Support questions (list) | Ines | Filled by the agent task from Jira SUP |
| Customers (board) | Ana | Customer question topics, grouped by customer |
| Go-lives (board) | Clara | Go-live plans by date |
| This week (list) | each of us, private | What I answer this week |
Agent tasks
- Customer questions from support (Ines): Mondays and Thursdays at 08:00, from Jira SUP.
- What customers asked this week (Ana): Mondays at 09:00, every customer question from the week before, by customer (ACM-287).
Personas and skills
The Support analyst persona for customer questions, the Implementation planner for go-live plans. Skills: Customer reply, Single sign-on questions, Go-live checklist.