Prioticket’s journey to a single source of truth

When “freestyling” reaches its limits

Prioticket is a connectivity platform for the tours, activities, and attractions industry. Its platform connects operators such as museums and tour companies with a global network of resellers across more than 100 destinations.

As Prioticket grew and shipped a steady stream of features, the team saw an opportunity to improve customer communication. Release Manager Fabiën Redert found product managers “freestyling” updates across documents and platforms, making a single source of truth difficult to maintain.

Updates were scattered across Google Docs, Confluence pages, and other locations. Client-facing teams could not quickly find the information they needed. Having worked as a UX designer, Fabiën was drawn to Released because it looked polished, felt easy to use, and had an approachable tone for a team new to release management.

A central hub for all communication

After the technical setup, Fabiën customized the design and created a standard release-note template with sections for what’s new, improvements, and FAQs. The team now had a familiar, reliable experience for every update.

Expanding beyond release notes

Once the product and API changelogs were established, the team saw a broader opportunity. Social posts disappeared quickly, while customers and employees needed a persistent place to catch up.

Prioticket created a separate company-news changelog for employee updates, conference appearances, partnerships, and other behind-the-scenes stories. With product, API, and company changelogs together, its Released portal became a central hub for company communication.

Happier teams, fewer tickets, and clear return on investment

Centralizing communication had a measurable effect across the company. Clear, accessible release notes reduced support demand and made the latest developments easier for employees to follow.

• Reduced support load Customers can find clear release notes before opening a ticket, while the internal knowledge base keeps employees informed.
• More confident internal teams Account managers and sales teams can find the details they need in a few clicks and answer questions with confidence.
• Actionable analytics More than 5,000 views in three months showed the team which updates resonated and helped shape future communication.

Closing the feedback loop

Prioticket plans to build on this communication foundation by bringing customer feedback into the same workflow. The team sees a direct path from clear updates to a more connected feedback process.

Ten months in, Released has become a cornerstone of Prioticket’s internal and external communication strategy and a foundation for its future customer-feedback hub.