Review customer feedback each week

Connect and sync feedback

Connect Zendesk, the CRM, and the Slack channel where customer reports arrive. Register the support records and shared customer notes as synced sources. Use the CRM account to identify each customer.

Run one review for the prior week. Check the included accounts, source links, theme grouping, and separation of defects, requests, and setup problems.

Create the scheduled task

Every Monday at 8:00 AM Pacific time, review customer feedback created or materially updated in the previous calendar week. Use Zendesk, the customer-feedback Slack channel, CRM account data, and the shared customer-notes source. Deduplicate by customer account. Group evidence by the customer job that failed, not by keywords. For each theme, give the number of customers, affected segment, change from the prior four weeks, two representative source links, and current product owner. Separate confirmed defects, feature requests, and setup confusion. Post the five most important themes in the product-review Slack channel and attach a CSV of all included evidence. Do not post a result if no theme has new evidence or material movement. Do not reply to customers or create issues.

Turn evidence into work

After the team reviews the report, ask in the run conversation:

Draft one issue for each approved defect. Include the trigger, current behavior, customer impact, evidence links, and acceptance check. Show the drafts before you create them.

Keep the scheduled analysis read-only. Approve each publishing action in a later message.