Overview
Feedback arrives from everywhere: support tickets, NPS comments, review platforms, social media, sales calls, in-app widgets, and direct emails. Most companies have no system for deciding what happens to each piece. Support handles what lands in the queue. Product hears about the rest in quarterly reviews. Marketing finds out about reputation issues from Google Alerts. The result: the same feedback is seen by the wrong people, acted on by no one, and lost before it reaches the team that could do something with it.
A feedback triage system that works classifies every incoming feedback item by type and urgency, routes it to the correct owner with the correct context, and tracks it to closure — so nothing falls between teams and every feedback item has a defined next action.
What you get: - Feedback classification taxonomy with routing logic - SLA definition by feedback type and urgency - Routing rules by owner (support, product, marketing, leadership) - Feedback tracking and closure protocol - Escalation triggers for feedback that crosses team boundaries
Built for: support operations managers, customer experience leads, and team leads who need feedback to reach the right team — not disappear into a queue.