Feature request triage involves collecting scattered customer feedback, checking for duplicates, scoring priority, and deciding what makes it onto the roadmap. Doing this by hand across multiple channels creates delays, inconsistent scoring, and forgotten follow-ups.
An automated version captures requests from every channel, checks them against the existing backlog, and calculates a priority score using account data. Approved items become roadmap tickets automatically, and customers receive a status update without anyone needing to remember to send one.
The full workflow, from trigger to completion.
A new feature request arrives, a sales note, or an in-app form.
The automation pulls the request text, customer identity, and source channel into a single record.
The automation compares the new request against existing open requests using semantic similarity, not just keyword match.
Account tier, contract value, and renewal date are fetched automatically.
The automation calculates a priority score from account value, request frequency, and stated urgency.
A new ticket is created, or the request is merged into an existing duplicate ticket with a vote count added.
High-scoring or high-value requests are flagged to the product manager for a final call.
The customer receives an automatic acknowledgment and status update once the ticket is created.
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