When to Write One
Write a ticket postmortem whenever a support ticket involved real diagnosis (not just a known-issue lookup) and is likely to inform future tickets — especially anything that took more than a quick known-issue answer to resolve, or that revealed a gap in Known Issues / Troubleshooting by Module.
Structure
Symptom — what the customer reported, in their words
Root Cause — the actual underlying reason, not just the symptom
Resolution — what was done to fix it
Prevention — what will stop this from recurring (a doc update, a code fix, a monitoring addition) — link to the relevant Known Issues / Troubleshooting page update if one was made
Example
Symptom: Restaurant X reported that KDS stopped showing new orders around 7pm, while POS continued accepting orders normally.
Root Cause: The KDS device's Soketi WebSocket connection had silently dropped after a Wi-Fi blip and didn't reconnect automatically.
Resolution: Manually reloaded the KDS app to re-establish the connection; confirmed orders appeared correctly afterward.
Prevention: Flagged to Dev that Soketi client reconnect logic should be checked — added as an open item under Realtime Troubleshooting. Added this scenario to Troubleshooting by Module → KDS for future tickets.
Relationship to Incident Postmortems
If the underlying issue turns out to be widespread (affecting multiple tenants) or matches SEV1/SEV2 criteria, don't write a separate ticket postmortem in isolation — escalate per Support Process and let the Incident Response postmortem (see Runbooks & Ops ) cover it, linking back to the originating ticket instead of duplicating the write-up.