Overview

Triage brings together feedback that needs your team's attention. You can review suggested matches, check Requests before publication, answer customers, and review suspected spam.

Feedback captured from Support conversations is reviewed in the Inbox workflow, not in this queue.

Work through the queue

1. Go to Requests & Insights → Triage and open the 'Requests' tab

2. Select an item and read the original feedback and the Request it supports

3. Check the reasons shown for review, such as Duplicate?, Reply owed, or Needs a look

4. Resolve each outstanding decision using the actions beside it

The item's header shows where it came in, such as Portal, Support, or the channel and source name that an API integration declared. For a Request that Autopilot extracted from a longer submission, choose 'Show original wording' to read the customer's words, or 'Open full source' for the complete submission. While Autopilot is still extracting Requests from a submission, the Triage header shows Extracting request… until it finishes.

The properties rail includes an Impact section with the Requesters, revenue, Impact ratings, and, when enabled, the Value/Effort scores, so you can score a Request while you process it.

Review a suggested match

Read both Requests before accepting a duplicate suggestion. They should describe the same customer need, not just mention the same feature.

• Same need: Choose 'Merge', then check the Keeping entry in the confirmation to see which Request remains

• Different needs: Choose 'Not a duplicate' to keep the Requests separate

• Supporting feedback: Check the linked Request and the original source. Choose 'Link' to keep the feedback as an Insight on that Request, or 'Ignore' if it does not support it

Finding and merging duplicate Requests explains what moves in a merge and how to undo one. AI Autopilot controls which of these decisions Featurebase makes automatically.

Reply or approve publication

For Reply owed, write a public reply in the thread. The thread is the same 'Discussion' timeline as the Request view: comments and activity such as status changes and merges appear in time order, oldest first. If a reply is no longer needed, open the item's 'More actions' menu and choose 'Dismiss reply request'.

For Needs a look, read and edit the Request before approving it. If a Request or comment is held for approval, use the moderation actions to choose what customers can see.

Review suspected spam

Open the ••• menu beside the queue tabs and choose 'Spam'. Select a held item and read it, then choose 'Restore' to remove the spam hold or 'Delete permanently' to remove the item.

A Spam? warning on an item in the review queue is a prompt to check it. Choose 'Mark spam' for unwanted content or 'Looks fine' if the warning is incorrect.

FAQs