Pilot launch notes and known issues register
Admin-only register for pilot limitations, decisions, workarounds and known issues. This is manual operational memory, not public complaints, ratings or automated escalation.
Status
NEEDS REPAIR
Checks
22 passed / 11 warnings / 3 failures
Seed note types
5 starter note patterns for customer, support, route, provider and admin issues.
Provider profile commercial confidence polish
Provider-facing and customer-adjacent profile confidence wording for intro, services, verification, permissioned proof and support paths without scoring or ranking.
Status
NEEDS REPAIR
Checks
10 passed / 13 warnings / 3 failures
Customer what happens next timeline polish
Customer-facing timeline guidance across booking success, My Service Hub, job support, support centre, customer journey and next-best-action pages.
StatusNEEDS REPAIR
Checks
5 passed / 6 warnings / 8 failures
Support triage response templates
Manual copy-ready response templates for pilot feedback, confused customers, missing details, support escalations, route issues and known workarounds. Nothing is sent automatically.
NEEDS REPAIR
28
Total checks
Total checks
14
Passed
Passed
5
Warnings
Warnings
9
Failures
Failures
Open response templatesOpen manual review queueOpen support admin
Template readiness summary
Template status: NEEDS REPAIR
Total checks28
Passed14
Warnings5
Failures9
Use these as reviewed copy blocks only. They are deliberately not connected to any automatic sending or publishing workflow.
Manual templates
| Template | Use for | Subject | Body |
|---|---|---|---|
| Feedback received - manual acknowledgement Customer / pilot user pilot_feedback_received | Pilot feedback received | Thanks for your pilot feedback {{reference}} | Hi {{customer_name}},
Thanks for sending that through. We have recorded your pilot feedback for manual review by the team.
Reference: {{reference}}
What we are checking: {{issue_summary}}
We will use this to improve the pilot experience. If it affects your current support request, please keep replying in the same thread so we keep the history together.
Your IT & Tech Mates |
| Confused customer - explain next step Customer confused_customer_next_step | Confused customer guidance | Your next step {{reference}} | Hi {{customer_name}},
No worries — we can help guide this one step at a time.
Reference: {{reference}}
Next step: {{next_step}}
You do not need to diagnose the issue yourself. Please reply with any detail you have, even if it is approximate, and we will review it manually.
Your IT & Tech Mates |
| Missing detail request - manual reply Customer missing_job_detail | Missing job detail | A quick detail needed {{reference}} | Hi {{customer_name}},
Thanks — we are reviewing your request and need one extra detail before we can move it forward manually.
Reference: {{reference}}
Detail needed: {{missing_detail}}
A short reply is fine. Please avoid sending passwords or sensitive information in the message.
Your IT & Tech Mates |
| Job update - under review Customer job_update_reviewing | Job progress update | Update on your request {{reference}} | Hi {{customer_name}},
Your request is still with the team for manual review.
Reference: {{reference}}
Current stage: {{current_stage}}
We will keep the same thread for updates so the history stays clear.
Your IT & Tech Mates |
| Provider readiness - missing item Provider provider_readiness_missing | Provider readiness follow-up | Provider readiness item to check {{reference}} | Hi {{provider_name}},
We are reviewing your provider readiness checklist before pilot work.
Reference: {{reference}}
Item to check: {{readiness_item}}
This is a manual readiness check only. It is not a public score, ranking or customer-visible rating.
Your IT & Tech Mates |
| Escalation acknowledgement Customer support_escalation_ack | Support escalation acknowledgement | We are reviewing this carefully {{reference}} | Hi {{customer_name}},
Thanks for flagging this. We have marked it for careful manual review.
Reference: {{reference}}
Review focus: {{issue_summary}}
Please keep replies in this same thread so we do not lose context. If there is immediate risk or danger, contact the relevant emergency or safety service first.
Your IT & Tech Mates |
| Page issue received Pilot user / admin route_issue_received | Route or page issue | Thanks — we have logged the page issue {{reference}} | Hi {{customer_name}},
Thanks for letting us know about that page issue. We have logged it for manual route-health review.
Reference: {{reference}}
Page or step: {{route_label}}
This will be checked by the team as part of pilot monitoring.
Your IT & Tech Mates |
| Known issue with workaround Customer / pilot user known_issue_workaround | Known limitation / workaround | Workaround for your pilot issue {{reference}} | Hi {{customer_name}},
Thanks for your patience. This looks like a known pilot issue and we have a manual workaround.
Reference: {{reference}}
Workaround: {{workaround}}
We are tracking this internally and will keep updates in this same thread.
Your IT & Tech Mates |
Detailed checks
| Area | Status | Check | File | Detail |
|---|---|---|---|---|
| A0000351 | FAIL | Real support triage response templates helper exists | source/thefixersapp/includes/support_triage_response_templates_helper.php | Missing real helper. |
| A0000351 | WARN | Old-root helper wrapper exists | source/includes/support_triage_response_templates_helper.php | Wrapper missing. |
| A0000351 | FAIL | Admin support triage templates page exists | source/thefixersapp/admin/support-triage-response-templates/index.php | Missing admin QA page. |
| A0000351 | WARN | Old-root admin support triage wrapper exists | source/admin/support-triage-response-templates/index.php | Wrapper missing. |
| template | PASS | Feedback received - manual acknowledgement | template:pilot_feedback_received | Template is manual and avoids unsafe sensitive-data requests. |
| template | PASS | Confused customer - explain next step | template:confused_customer_next_step | Template is manual and avoids unsafe sensitive-data requests. |
| template | PASS | Missing detail request - manual reply | template:missing_job_detail | Template is manual and avoids unsafe sensitive-data requests. |
| template | PASS | Job update - under review | template:job_update_reviewing | Template is manual and avoids unsafe sensitive-data requests. |
| template | PASS | Provider readiness - missing item | template:provider_readiness_missing | Template is manual and avoids unsafe sensitive-data requests. |
| template | PASS | Escalation acknowledgement | template:support_escalation_ack | Template is manual and avoids unsafe sensitive-data requests. |
| template | PASS | Page issue received | template:route_issue_received | Template is manual and avoids unsafe sensitive-data requests. |
| template | PASS | Known issue with workaround | template:known_issue_workaround | Template is manual and avoids unsafe sensitive-data requests. |
| connection | FAIL | Admin support centre includes triage template guidance | source/thefixersapp/admin/support/index.php | File missing. |
| connection | FAIL | Customer support escalation QA includes triage template guidance | source/thefixersapp/admin/customer-support-escalation-qa/index.php | File missing. |
| connection | FAIL | Pilot feedback capture QA includes triage template guidance | source/thefixersapp/admin/pilot-feedback-capture-qa/index.php | File missing. |
| connection | FAIL | Manual review queue QA includes triage template guidance | source/thefixersapp/admin/admin-manual-review-queue-qa/index.php | File missing. |
| connection | FAIL | Post-launch route health monitor includes triage template guidance | source/thefixersapp/admin/post-launch-route-health-monitor/index.php | File missing. |
| connection | FAIL | Admin readiness summary includes triage template guidance | source/thefixersapp/admin/live-readiness-dashboard-summary/index.php | File missing. |
| connection | FAIL | Pilot launch QA pack includes triage template guidance | source/thefixersapp/admin/pilot-launch-qa-pack/index.php | File missing. |
| admin nav | WARN | Admin dashboard links Support Triage Response Templates | source/thefixersapp/admin/index.php | Navigation entry missing. |
| sql | WARN | Current build SQL file exists | source/database/a0000354_pilot_launch_notes_known_issues_register.sql | Current SQL file is missing. |
| sql | WARN | Database folder only carries current build SQL | source/database | SQL files found: 0. |
| guardrail | PASS | Templates are copy-ready drafts only and must be reviewed by a person before use. | manual-only | Preserved. |
| guardrail | PASS | No auto-send outreach, automated escalation, automatic dispatch or provider assignment. | manual-only | Preserved. |
| guardrail | PASS | Keep support replies in the same thread/reference wherever possible. | manual-only | Preserved. |
| guardrail | PASS | Do not request passwords, card details or sensitive data in template copy. | manual-only | Preserved. |
| guardrail | PASS | No public reviews, provider scores, rankings, bidding or quote comparison behaviour. | manual-only | Preserved. |
| guardrail | PASS | Provider readiness wording must stay private and must not become a customer-visible score. | manual-only | Preserved. |
Guardrails
- Templates are copy-ready drafts only and must be reviewed by a person before use.
- No auto-send outreach, automated escalation, automatic dispatch or provider assignment.
- Keep support replies in the same thread/reference wherever possible.
- Do not request passwords, card details or sensitive data in template copy.
- No public reviews, provider scores, rankings, bidding or quote comparison behaviour.
- Provider readiness wording must stay private and must not become a customer-visible score.