Feature request triage is the manual process of collecting, extracting, and scoring incoming customer requests from email and support tickets. Manual triage consumes per week because requests are scattered across channels, duplicates are hard to spot, and scoring is inconsistent.
Automated triage captures requests from all sources, extracts details instantly, detects duplicates with semantic matching, and assigns consistent scores. the product team spends time on strategy and prioritization instead of data entry.
The full workflow, from trigger to completion.
A new email arrives with a feature request, or a support ticket is created.
The automation reads the email or ticket, extracts the feature description, customer name, use case, and context, and formats it as structured data.
The automation queries the existing base to find similar or identical requests. If a match is found, it increments the vote count and adds the new customer to the existing entry.
The automation assigns impact (1 to 5), business value (1 to 5), and effort (1 to 5) scores based on the request content and predefined scoring rules.
The automation assigns a product category, creates or updates a record with all extracted data and scores, and sets the status to 'Pending Review'.
A message is sent to the product team with a summary of the new request, its score, and a link for review.
An email is sent to the customer confirming receipt of their feature request and providing an estimated timeline for review.
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