What it is
A timeline builder for support incidents. It turns copied messages and notes into one ordered story with response times and silences marked.
Incident timelines for support teams
Turn a messy support thread into a timeline everyone trusts.
Support Timeline reads pasted chat, email and log lines, puts them in order and measures how long the customer waited at every step. Then it writes the customer update and the postmortem timeline for you.
Mia
My dashboard is empty since this morning
Deniz
Thanks, we're looking into it now
43 min without an update
Mia
Any update? My team can't ship orders
Deniz
Sorry for the wait, a fix is out
Resolved in 70 min
Who it is for
Support leads, on call engineers, customer success managers and founders who answer customers during an outage.
What it solves
During an incident the story lives in five chats and nobody knows how long the customer was left waiting. Here it becomes one line with numbers, ready to share.
Build your timeline
Paste the thread as it is. Lines are sorted by time, duplicates are dropped and each message is tagged. Everything stays in this page.
One message per line starting with a time, or chat exports where the name and time sit on their own line.
Times like 10:02, 10:02 AM, 2026-10-21 10:02 or Oct 21, 10:02 work. Write a name before a colon to mark who spoke, and add customer or client in brackets after the name to mark the customer side.
Your timeline appears here
Paste a thread and press Build timeline, or load the sample to see how it works.
What the timeline measures
Every number is counted from the customer's first message, not from when the team noticed.
First reply
Time until anyone on the team wrote back. This is what the customer feels first.
Acknowledged
Time until someone confirmed they are investigating or escalated it. An automatic reply does not count unless it says so.
Fix out
Time until a rollback, workaround or fix was in place, even if it was not confirmed yet.
Resolved
Time until the customer or the team confirmed it works again.
Silence
Gaps between messages before resolution. Gaps where the team stayed quiet longer than your update target turn red.
Customer wait
Gaps that started with a customer message and ended with the team's next reply. The longest one is what people remember.
How to use it
Copy the thread
Take messages from chat, email or your helpdesk, plus notes from alerts or the incident channel.
Paste and build
Paste everything in any order. Set your first reply and update targets.
Check the tags
Each line is tagged as report, update, fix or resolution. Change a tag or a side with one click if it guessed wrong.
Share
Copy the customer update in your language, or download the postmortem timeline as Markdown.
Good to know
- Times are read as written. If people were in different time zones, convert them first.
- Lines with only a time take the date of the last dated line, and a jump back of more than 12 hours is read as the next day.
- Tags are guessed from words in English and a few common phrases in other languages. Check them before sharing.
- Nothing is sent anywhere. Remove personal data before you paste the result into a public channel.
Questions
Which messages count as the team?
Anyone not marked as customer. Mark the customer by writing customer, client or user in brackets after the name, or switch the side on any line.
Why is a gap red?
The team had not written anything for longer than your update target while the issue was still open.
Can I use it for internal incidents without a customer?
Yes. The first line becomes the start and all numbers are counted from it.
What goes into the customer update?
When the problem started, when you replied, when the fix went out and when it was resolved, in plain sentences you can edit.