Feedback triage
Feedback triage is the recurring process of reading incoming feedback, discarding the noise, and routing what remains to the person or backlog that can act on it.
Raw incoming feedback is a mix of bug reports, content gaps, feature requests, questions that belong in support, and noise. Triage sorts that stream into those buckets and assigns each one an owner. Without it everything sits in a single inbox, and the useful fraction gets buried under the rest until the team stops opening the inbox at all.
A workable cadence for most sites is weekly, timeboxed, with one named owner. Each item gets a tag (bug, docs, product, ignore), the actionable ones move to the tracker where that team already works, and the rest are closed on the spot. Items that stay open forever are what make a queue unreadable, and an unreadable queue gets abandoned.
Routing at the point of capture cuts the triage load before triage starts. Slack or Teams for visibility, Jira or GitHub for anything a developer has to fix, email for everything else. AI summaries help with the reading step by clustering recurring themes across hundreds of entries, which is how PushFeedback AI Reports are meant to be used, but the routing decision stays human because it depends on roadmap context no model has.
Frequently asked questions
How often should you triage feedback?
Weekly at a fixed time works for most documentation sites. Daily is unnecessary at typical volumes, and monthly loses the context of what shipped between sessions.
What do you do with feedback you will not act on?
Close it with a tag rather than leaving it open. An honest "not planned" keeps the queue readable, and the tag still counts toward the pattern if the same request arrives twenty more times.
Can AI do feedback triage?
It can cluster and summarize, which is the tedious part of the job. Deciding what gets built or rewritten depends on roadmap and staffing context the model does not have, so the final routing stays with a person.