Feedback Is Not Support: Stop Turning Every Comment Into a Ticket

Feedback is a signal; tickets are work. Mixing the two burns teams, clutters queues, and hides true priorities.

Why feedback is not support

• Comments without action required shouldn’t block SLAs.
• Turning every sentiment into a ticket inflates backlog and morale debt.
• Product signals get buried under operational noise.

How to separate signals from work

• Collect feedback via forms/chat/CRM but tag as signal, not action_required.
• Route feedback to a review lane with tags (feature, UX, reliability, pricing).
• Create tickets only when action_required is true (bug, outage, security, billing).
• Merge duplicates; keep one thread per issue.

Operational guardrails

• Require minimal fields for tickets (impact, steps, account) vs. lightweight feedback fields.
• Auto-acknowledge feedback; reserve SLAs for action_required.
• Report separately: feedback volume vs. ticket volume vs. SLA attainment.

Keep signals clean and queues focused. See how the Intake API separates feedback from work.