How to cut the time your team spends sorting, finding, and replying to feedback, using automation, AI categorization, the Inbox, filters, and reply tools.
Most of the time spent on feedback goes into three jobs: sorting it, finding it again, and replying to it. Each practice below takes one of those jobs off your team's plate. Each links to the article that covers setup in full.
Route new feedback automatically
Triage rules give every new feedback item an owner and a deadline the moment it arrives, based on its type. Nothing sits unassigned waiting for someone to notice it.
Go to Feedback > Settings > Automation.
Under Triage rules for new feedback, choose an Assignee for each feedback type: General, Bug, Task, and Idea.
Choose a Due date for each type.
Tips:
Match due dates to urgency. For example, give bugs a short turnaround and ideas a longer one, or none at all.
Assign to whoever triages that type, not necessarily whoever fixes it. They can reassign once they've looked.
Set rules on every site. Automation settings apply to one site at a time.
Review deadlines when priorities change. Select several items on the board and use bulk actions to change their due date, assignee, or status in one go. See Bulk Actions on Feedback.
See Configure Your Feedback Settings for every Automation option.
Let AI categorize new feedback
Auto Categorization is an AI setting that gives each new feedback item the closest match from your existing categories. If nothing matches, the item is left uncategorized.
Turn it on with the Use AI to automatically categorize new feedback toggle under Triage rules for new feedback. AI features must also be turned on for your workspace. See AI Features in Userback.
Set up your categories first. Auto Categorization only picks from your list, so make the list specific and true to how your team thinks, for example Onboarding, Billing, Performance. Open Manage Categories from the Category dropdown on any feedback item.
Review your categories regularly. Merge or rename categories that overlap, so the AI has a clear set to choose from.
Pair it with AI Assist. AI Assist sets each item's type. Auto Categorization sets its category. With both on, new feedback arrives ready to triage.
Triage from your Inbox
The Inbox shows new feedback, comments, and assignments from every site you're a member of, in one list. You can change an item's status, assignee, and other fields without leaving it.
Hide what you've already seen. Open Display Options and clear Show read.
Snooze what can wait. A snoozed notification comes back to the top of your list when the snooze ends.
Cut the noise with Focus mode. Set your Inbox notifications to Focus mode so you see your own work, not every new unassigned item. See Manage My Notification Settings.
See Inbox for the full layout.
Find feedback faster
On the All Feedback board:
Search before you triage. Type in Search feedback to check whether a new report is already covered by an existing item. Search also matches by meaning, so it finds related items described in different words.
Filter, then pin. Narrow the list with the Type, Status, and Assignee filters, or a preset from Quick Filters. Pin the filters you use most so they sit in the toolbar, one click away.
Merge duplicates as you go. Check the Similar Feedback section on an item, then use Merge Duplicates to combine them. See Categorize and Merge Duplicate Feedback.
Spot patterns without reading every item. Click AI Themes to group recent feedback into themes. See Understand AI Themes (Feedback Insights).
See Filter, Follow, and Set Due Dates on Feedback for every filter option.
Reply faster
Use reply templates for common answers. In the comment box, click the Attach template icon and pick a template. Merge fields like
%%reporter_name%%fill in the details. See Reply Templates.
Polish your draft with AI assist. Write your reply, then click the AI assist (sparkle) icon and choose Fix spelling & grammar, Improve writing, or Simplify text. It works best on a draft you've written, not a blank box.
Generate a first draft from similar feedback. Open the item's ··· menu and select Generate Auto Response. See Generate an AI Auto Response.
What's next