Triage is your workflow for processing new insights, ensuring important feedback gets attention while keeping your inbox manageable.
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The Triage Workflow
1. Start with Inbox
Filter to show only Inbox insights - these need your attention:
- New insights from integrations
- Manually added feedback
- Unprocessed customer input
2. Process Each Insight
For each insight in your inbox:
- Add tags - Categorize by theme
- Set sentiment - Positive, neutral, or negative
- Link customer - Connect to the person who gave feedback
- Link to features - Connect relevant product areas
- Add comments - Note any context or next steps
3. Update Status
Move insights through the workflow:
- Keep in Inbox - Needs more information
- Mark as Reviewed - Processed and ready for reference (press
R then V)
- Archive - Resolved or outdated (press
A then R)
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Quick Triage Tips
Batch similar insights - Process all bug reports together
Use keyboard shortcuts - J/K to navigate, R+V to mark reviewed, A+R to archive
Set a schedule - Dedicate 30 minutes daily or weekly
Filter strategically - Start with negative sentiment in inbox
Team Triage
Divide and conquer with your team:
- Assign team members to specific tags
- Route insights based on product area
- Share triage duties by day of week
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The goal isn’t an empty inbox - it’s ensuring valuable feedback gets proper attention and context.
Triage Metrics
Track your effectiveness:
- Response time - How quickly insights move from inbox
- Processing rate - Insights triaged per week
- Link rate - Percentage connected to features
Ready to stay on top of customer feedback? Start with your inbox and build a sustainable triage rhythm. 
