Triaging Feedback

How Do I Triage Feedback?

You’ve set up your sources of feedback so feedback automatically gets pushed into Savio. Now it’s sitting in your Savio inbox. What do you do with it?

You triage it.

Here are two pieces of feedback that need to be triaged.

What is triaging?

Triaging means answering these three questions.

The goal of triage is to make sure that your feedback is assigned to the right person, company, and Feature Request so you can filter it nicely later on. We think of triaging as asking three questions:

  1. Can you imagine solving this problem one day? If no, delete it or just mark it as triaged so it’s in Savio, but not assigned to a Feature Request.

  2. If you can, does it make sense? Can you use the feedback as-is? If not, go back to your customer and ask for more information. Hit “snooze” to deal with it later.

  3. Which feature request does this belong to? This is the most important step—attach your feedback to the feature request it belongs to.

Then, add any tags that are relevant. Maybe it’s feedback from your Q3 survey and you want to be able to roll it all up together later. Or maybe it’s a UX issue and you’ll assign all UX issues to one future sprint. Tags can be a powerful way to filter and group your feedback later, so think ahead and add them in the triage step.

This is a piece of feedback in the Savio feedback inbox that needs to be triaged.

Assign the right Feature Request

The more consistently you can assign feedback to the right feature request, the better. We know how important it is to find the right feature request, so we added some powerful search features.

You can search by keyword.

Here, we’re searching for all the feature requests with “integration” in the title.

You can search by tag.

Here, we’re looking for all the feature requests with the “retention” tag.

Assigning multiple feature requests to one piece of feedback

Imagine you get a single piece of feedback from a customer about wanting a Slack Integration and Zapier Integration.  You might expect to assign the one piece of feedback to multiple feature requests—in this case, a Zapier Integration Feature Request, and a Slack Integration Feature Request.

You can’t do this in Savio. That’s because if you did, you’d see feedback about a Slack Integration on the Zapier Feature Request page (and vice versa). This means a few weeks or months later, when you were reading customer verbatims about the Zapier Feature Request, you’d have to mentally filter out feedback about people needing a Slack integration.

Instead, you should split feedback so each piece of feedback describes a problem that can be solved by a single Feature Request.

Feedback can be split

In real life, feedback is messy. You might get one piece of feedback that’s relevant to multiple feature requests.

It’s easy to deal with this in Savio. Just highlight your feedback and click “Create new Feedback with this text.” A new tab will open and you’ll have a new feedback card rearing to go. That way, you keep everything tidily where it belongs.

We’ve highlighted text here to create a new piece of feedback so we can keep the Zapier Integration and the Slack integration feature requests separate.

Who should triage? Here are two different models.

One person is in charge. We like the model where one person is in charge of triaging. Several people push feedback into Savio, but one person is the product and feedback expert and knows how all the feature requests are named. It puts more work on that person, but it ensures that there’s consistency.

It’s a team effort. Another option is for your team to assign feature requests when they send their feedback to Savio. Then you can have one person go through and double-check it. You can also choose to have feedback skip your inbox if it has an attached feature request (and is submitted via the Chrome Extension or Slack). This model is more appropriate for companies that get lots of feedback because it puts less load on the feedback manager who triages. But the trade-off is that you might find that feedback sometimes finds its way to the wrong feature request.

Either system can work—choose the best system for you. But if you’re not sure, we suggest making one person the feedback expert to begin with. Then scale up later.

Learn more about how to decide which triage model to use.

How often should I triage?

It depends. The higher volume of feedback you have, the more often you should triage. We would say once a month, minimum.

A good rule of thumb is to have a triage cadence that’s the same as your product meeting cadence. If you have a bi-weekly product meeting, do a bi-weekly triage. That way, you’ll always be armed with the most recent customer requests.

Power-user feature: search by Feature Request AND tags

You can filter your feature request dropdown by tags. This is helpful when searching for the feature name returns too large a list of Feature Requests and you need to filter it down by tag.

Imagine you're looking for a specific Integration feature request but there's a long list:
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You can filter the list to ones that include BOTH your search term AND ones that have specific tags by adding 'tags:tag1,tag2,tag3' to the END of your request:

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Power-user feature: auto-set "Feedback From"

Here’s one more feature that can help you make triage a snap. You can create rules so that the Feedback From field is pre-filled. To use this feature, navigate to “Settings”.

Then scroll down to “Automatically Set 'Feedback From' Field” and click “Manage settings”.

Now you can create a rule to set the “Feedback From” field on incoming feedback based on the value of a Customer Attribute. For example, you might make a rule that says everyone who has an “Active” Stripe subscription should have a “Feedback From” attribute automatically set to “Active customer”.

Right now you can only create a single rule to auto-set Feedback From.

This is just one more way to speed up the Triage process. For more, check out these power-user tips for triaging effectively.

Last Updated: Apr 27 2021