Triage requests
Triage turns raw customer feedback into a clean queue your team can trust for planning.
What triage should produce
A triaged request should have a clear title, enough detail to understand the customer outcome, the right tags or fields, and a status that reflects the team's actual position.
The goal is not to decide everything immediately. The goal is to keep the queue accurate enough that future decisions are easier.
Step-by-step
- 1
Review new posts first. Fresh posts are easiest to clarify and merge before discussion spreads.
- 2
Search for existing requests. Merge duplicates or direct the customer to the stronger canonical post.
- 3
Clarify the title. Describe the desired customer outcome rather than the raw feature name.
- 4
Apply metadata. Use public tags for categories and custom fields for internal planning context.
- 5
Set the next status. Use Under Review, Planned, In Progress, Complete, or Closed based on what is actually true.
Details to remember
- Do not leave everything Open forever. Stale open queues lose trust.
- Closed is useful for declined, duplicate, or out-of-scope requests.
- A clean title often matters more than a long description.