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Template

Feedback Triage Workflow

A repeatable triage checklist that turns raw feedback into scored, deduplicated records.

In short

A feedback triage workflow that takes raw incoming feedback and turns it into clean, deduplicated, scored records. It defines steps for clarifying the underlying problem, merging duplicates while preserving lineage, tagging by theme and segment, setting status, and routing to the right owner so the queue stays trustworthy.

Without triage, a feedback queue becomes a graveyard of half-formed notes that nobody trusts enough to act on. A consistent triage workflow is what keeps the queue clean enough to drive prioritization and a public roadmap.

The steps below assume duplicates are normal and merging is routine. The key rule is that merging must preserve lineage, so every voter and commenter stays credited on the surviving record.

Template

FEEDBACK TRIAGE WORKFLOW

Run this on each new item (or in a weekly triage pass).

1. CLARIFY THE PROBLEM
   Restate what the requester is actually trying to do: ____
   If the problem is unclear, ask one question and pause: ____

2. CHECK FOR DUPLICATES
   Search existing requests by keyword and by problem: ____
   Decision: new record / merge into ____ / split into ____
   On merge, confirm votes, comments, and requesters carry over.

3. CATEGORIZE
   Theme: ____
   Customer segment(s): ____
   Linked accounts / deal value: ____

4. SET STATUS
   needs info / under review / planned / building / shipped / declined
   Status chosen: ____
   This status drives the requester notification.

5. SCORE OR QUEUE
   Quick score (reach, impact, effort, deal weight): ____
   Or park in: Later / backlog with reason ____

6. ASSIGN OWNER
   Product owner: ____    Next action: ____    Due: ____

How to use it

  1. 1Run triage on a fixed cadence so nothing sits unread longer than a week.
  2. 2Always check for duplicates before creating a new record, and merge rather than close as duplicate.
  3. 3Confirm that merging carries votes, comments, and requesters onto the surviving record.
  4. 4Set a status on every item, even declined ones, so the requester gets a clear signal.
  5. 5Hand off to a single named owner with one concrete next action instead of a vague label.

Frequently asked questions

What is the difference between merging and closing as a duplicate?

Closing as duplicate often discards the votes and requesters on the closed item. Merging combines them into one record and keeps every contributor credited, so your demand signal stays accurate and nobody loses their notification.

How often should triage run?

Weekly works for most teams, with same-day handling for anything tied to a high-value account or an active deal. The goal is that no requester waits in silence long enough to assume they were ignored.

Related

Run this live in Kithspark

Templates get you started. Kithspark runs the whole loop, from the first request to the shipped release, with every contributor kept in the loop.

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