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Decision chainFeedback & research3 steps · 7 endpoints

Feedback triage

Tag feedback by topic, send bugs to engineering, check feature requests for a use case, and find unhappy users to follow up with.

Scenario paths

Pick a predefined path to highlight it through the chain. No model is called; outcomes are illustrative.

Steps
  1. Feedback topic
  2. Feature request specificity
  3. Feedback sentiment
Endpoints
  • Issue intake triage
  • Research backlog
  • Ask for the use case
  • Count toward theme
  • Team highlights
  • Personal follow-up
  • Researcher
What each endpoint means

  • Issue intake triage · Handoff

    Bug reports continue in the issue chain.

    Continues in Issue intake triage

  • Research backlog · Automated

    Added to the request board with the user's use case.

  • Ask for the use case · Automated

    Asks what the user was trying to do.

  • Count toward theme · Automated

    Counted in the topic's trend; no individual follow-up.

  • Team highlights · Automated

    Shared with the team as positive feedback.

  • Personal follow-up · Human review

    A product manager or researcher reaches out to learn more.

  • Researcher · Human review

    A researcher tags it by hand.

Steps

  1. Feedback topicChoiceEntry

    Tag the main topic.

    Question, inputs and notes

    Asks:What is the main topic of this feedback?

    Receives

    • Inputfeedback
    • Inputsource
  2. Feature request specificityChoice

    Check for a concrete use case.

    Question, inputs and notes

    Asks:How much does this request explain the problem the user is trying to solve?

    Receives

  3. Feedback sentimentScore

    Find unhappy users worth a follow-up.

    Question, inputs and notes

    Asks:How positive or negative is this feedback overall?

    Receives

About this chain

Goal and input

Every piece of feedback ends counted in a theme, on the research backlog, as a question back to the user, in the bug flow, in highlights, or with a person.

Feedback from any channel, with its source.

feedback
The feedback text.
source
Where it came from.
How it runs
  • Topic and sentiment can be asked in one fan-out request; code uses sentiment only for usability, performance and pricing feedback.
  • The issue chain hands feature requests here, and this chain hands bug reports there. Each handoff starts the other chain from its entry.
Sources (2)

Primary documentation this chain builds on.