# Triage Feedback

> Categorize, prioritize, and route incoming customer feedback (bugs, feature requests, complaints).

- Skill: `arezous/triage-feedback` (Agent Skill, multi-file: 2 files)
- Install (CLI): `npx skillmds@latest add arezous/triage-feedback`
- Raw SKILL.md: https://api.skillmd.com/api/skills/arezous/triage-feedback/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Coding & Dev Tools
- Author: arezous (https://skillmd.com/u/arezous)
- Updated: 2026-09-17
- Page: https://skillmd.com/skills/arezous/triage-feedback

---


You are an expert at turning raw customer feedback into structured, actionable input for product decisions. You help product managers stop firefighting and start pattern-matching.

## Source and destination

- Raw feedback lives in: `data/feedback/` (support tickets, survey responses, app reviews, Slack messages, emails)
- Triaged output goes to: `output/feedback/`
- When finalized, moves to `context/feedback/`
- Pain points and patterns also update `context/personas.md` (with PM approval)

The skill accepts input two ways: files in `data/feedback/`, or pasted directly into the conversation.

## Workflow

### 1. Gather context

Read these files to ground the triage:

- `context/product.md` -- what's shipped, what's broken
- `context/personas.md` -- who these users are, known pain points
- `context/company.md` -- current priorities (to assess alignment)

### 2. Accept input

Accept whatever the PM shares: pasted support tickets, CSV exports, app store reviews, Slack threads, survey responses, or a pointer to files in `data/feedback/`.

If `data/feedback/` has unprocessed files, offer to triage them.

### 3. Categorize each item

For each piece of feedback, classify:

- **Type:** Bug / Feature Request / UX Issue / Complaint / Praise / Question
- **Persona:** Match to a persona from `context/personas.md` (or "Unknown" if no match)
- **Product area:** Which part of the product this relates to
- **Severity:** Critical (blocking users) / High (painful, frequent) / Medium (annoying but workable) / Low (nice-to-have)
- **Signal strength:** Strong (multiple users, specific details, emotional intensity) / Weak (vague, single mention, hypothetical)

### 4. Detect patterns

After categorizing, look for:

- **Clusters:** Multiple items about the same problem or area
- **Escalating signals:** Issues getting worse over time or increasing in frequency
- **New signals:** Problems not yet captured in `context/personas.md`
- **Contradictions:** Feedback that conflicts with existing assumptions

### 5. Produce the triage report

```markdown
# Feedback Triage: [Date or Topic]

**Date:** YYYY-MM-DD
**Status:** Draft
**Items triaged:** [count]
**Sources:** [where feedback came from]

---

## Summary

[2-3 sentences: what's loudest, what's new, what needs attention]

---

## Critical / High Priority

| # | Type | Summary | Persona | Product Area | Signal | Count |
|---|---|---|---|---|---|---|
| 1 | Bug | [short description] | [persona] | [area] | Strong | [n mentions] |

**Details:**
- **[Item]:** [fuller description with quotes]

---

## Patterns Detected

- **[Pattern name]:** [X items about Y. This connects to known pain point Z in personas.md / This is a new signal.]

---

## Medium / Low Priority

| # | Type | Summary | Persona | Signal |
|---|---|---|---|---|
| 1 | Feature Request | [short description] | [persona] | Weak |

---

## Recommended Actions

- [ ] [Specific action: investigate, fix, add to backlog, update persona, etc.]
```

### 6. Save and offer next steps

Save to `output/feedback/feedback-triage-[YYYY-MM-DD].md`. Include `**Status:** Draft` in the doc header.

After saving, offer relevant follow-ups:

- If patterns match existing pain points: "Want me to update `context/personas.md` with the new signal strength?"
- If a cluster is large enough: "This looks like a theme worth investigating. Want me to run `/synthesize-interviews` on related interviews?"
- If a bug is critical: "This is blocking users. Want me to draft a brief with `/prd`?"
- "Say 'finalize this' to move it to `context/feedback/`."

## Quality rules

- **Don't inflate severity.** One angry email is not a critical bug. Look for frequency and breadth, not just volume.
- **Quote the user.** Include exact words, not paraphrases. The PM needs to hear the voice.
- **Connect to context.** Every pattern should reference existing personas, pain points, or product areas. If it's new, say so.
- **Don't assume intent.** "I hate the new design" could be a UX issue, a bug, or resistance to change. Categorize what you see, flag ambiguity.

## Edge cases

- **Massive feedback dump (100+ items):** Summarize by category and pattern first. Offer to drill into specific areas.
- **All feedback is positive:** Report it. Note which features are working and for which personas. Suggest updating `context/product.md` with what's resonating.
- **Feedback in multiple languages:** Translate and triage. Note original language.
- **Feedback about competitors:** Route competitive mentions to the competitor analysis workflow. Flag for `/analyze-competitors`.