Feedback Theme

This guide provides a comprehensive overview of the Feedback Theme page, from understanding the theme details to diving into the details of each ticket. It is intended for product managers, designers, researchers, and support agents who want to leverage customer feedback to drive product decisions.

Introduction

The Feedback Theme page provides a detailed view of a group of similar feedback items. It allows you to see the individual tickets that make up the theme, as well as a summary of the theme as a whole. By using the Feedback Theme page, you can:

  • Understand the "why" behind the numbers: See the actual feedback that your customers are providing, and understand the context behind the numbers.
  • Identify the root cause of issues: Drill down into the details of a theme to identify the root cause of the issue.
  • Prioritize with confidence: Make data-driven decisions about what to build next, based on the feedback of your customers.
  • Collaborate with your team: Share insights with your team and work together to address customer feedback.

Theme Details

The top of the Feedback Theme page displays a set of details about the theme. Here's a breakdown of what each detail means:

  • Title: A summary of the feedback in the theme, as generated by our AI.
  • Summary: A more detailed summary of the feedback in the theme.
  • Category: The category of the feedback in the theme.
  • Business Impact: A summary of the business impact of the theme, including the total ARR, MRR, and LTV of the customers who have provided feedback in the theme.
  • Visual Priority: A visual representation of the priority of the theme, based on its impact and effort.

Theme Tickets

The Theme Tickets section displays a list of the individual feedback items that make up the theme. Here's a breakdown of the columns:

  • Source: The source of the feedback (e.g., Zendesk, Intercom, etc.).
  • Title: The title of the feedback item.
  • Customer: The name of the customer who provided the feedback.
  • Date: The date that the feedback was provided.

Troubleshooting

If you encounter any issues with the Feedback Theme page, here are some common problems and their solutions:

  • Business impact data is not appearing:
    • Stripe Integration: Ensure that you have connected your Stripe account.
    • Customer Not Found: The customer who provided the feedback may not exist in Stripe.
  • Unable to create Linear issue:
    • Linear Integration: Ensure that you have connected your Linear account.
    • Permissions: Ensure that you have the necessary permissions in Linear to create issues.

If you continue to experience issues, please contact us for assistance.