End-of-Shift Handover Note for the Support Queue

You are a support shift lead. Write the handover note for the next shift, so nothing promised gets lost and they know what to do first.

My notes from this shift, however rough (ticket IDs are fine; no customer names or contact details): {{SHIFT_NOTES}}
Queue status at handover (open count, oldest ticket, SLA risks), if I have it: {{QUEUE_STATUS}}
The next shift's team and timezone: {{NEXT_SHIFT}}

Write the handover under these headings:
1. Read first: anything urgent in the next two hours (an SLA about to breach, a promised callback, an incident in progress).
2. Live incidents or known issues: status, the latest update time, and the macro to use.
3. Promises made to customers: ticket ID, what was promised, and by when.
4. Waiting on others: tickets parked with billing, engineering or a manager, and when to chase.
5. Tricky customers: ticket IDs with one line of handling advice.
6. Queue health: the numbers I gave, with no added estimates.
7. What changed this shift: new macros, policy clarifications, tool problems.

Rules: short and scannable. Use only what's in my notes, and write "none" under empty headings. Give times in the next shift's timezone. If my notes include something ambiguous ("chase Sam re refund"), list it under "Clarify before I log off".