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 from the previous calendar week. Use Zendesk, the customer-feedback Slack channel, CRM account data, and shared customer notes. Post the five most important themes in the product-review Slack channel with a CSV of the supporting records. Do not reply to customers or create issues.

Before you schedule the task, give UFO these requirements:

• Include new feedback and feedback with important updates. Count each customer once per theme.
• Group feedback by what customers were trying to do. Separate defects, feature requests, and setup problems.
• For each theme, include the customer count, affected customer group, change from the previous four weeks, two source links, and the product owner.
• Skip the report when there is no new evidence or important change.

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.

The scheduled task can publish the Slack report. Review and approve issue drafts separately before UFO creates them.