support-feedback-prioritization

Support Feedback Prioritization

Turn a week of support noise into a ranked, enriched action list — in minutes.

You have Intercom tickets, Slack threads, and a CRM full of customer data. This skill reads all of it, classifies every signal, enriches each item with ARR and plan data, and scores the stack using a weighted priority model. The output is a four-tier report — Critical, High, Medium, FYI — so you know exactly where to spend Monday morning.

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Prompt Template

/schedule Act as a customer feedback analyst for {{COMPANY_NAME}}.

### Step 1 — Collect signals
Gather all feedback from the past 7 days from:
- Intercom: all tickets and conversations
- Slack: {{SLACK_CHANNELS}}

For each signal, note: source, customer name or ID, date, a 1-sentence summary, and the raw text.

### Step 2 — Classify
Assign each signal one category:
- Bug — something broken
- UX confusion — user can't find or understand a feature
- Feature request — explicit ask for new functionality
- Billing issue — pricing, invoicing, or plan confusion
- Churn risk — contains keywords like "cancel", "leaving", "switching", "disappointed", "frustrated"

### Step 3 — Enrich with CRM data
For each signal, query {{CRM_NAME}} for:
- ARR or deal value
- Plan type (free / starter / pro / enterprise)
- Company size
- Renewal date
- CSM or account owner name

If a customer can't be found in the CRM, note "CRM: not found" and continue.

### Step 4 — Score and rank
- Churn risk signals: multiply score by ×3
- Enterprise or high-ARR customers (top 20% by ARR): multiply score by ×2
- Same issue appearing 3+ times from different customers: escalate one tier automatically
- Bugs outrank feature requests when all other factors are equal

### Step 5 — Write the report
Save a Markdown file named SupportDigest_{{DATE}}.md to Google Drive at {{OUTPUT_FOLDER}}.

## 🔴 Critical — Act today
## 🟠 High — Act this week
## 🟡 Medium — Monitor
## ℹ️ FYI

For each item: | Company | ARR | Plan | Category | Source | CSM | Recommended action |

## Trends
3–5 sentences on recurring themes and patterns suggesting systemic problems.

Rules:
- Read only — do not send messages or reply to tickets
- Return the Drive link when done

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Setup

Field	Value
MCPs required	Intercom, Slack, CRM (HubSpot / Attio), Google Drive
Output	SupportDigest_YYYY-MM-DD.md → /Product/SupportDigest
Scheduler	Weekly, Monday 8am

Placeholders to fill in

• {{COMPANY_NAME}} — Your company name
• {{SLACK_CHANNELS}} — e.g. #support, #customer-feedback, #bugs
• {{CRM_NAME}} — e.g. HubSpot, Attio, or Intercom
• {{DATE}} — Auto-filled to today's date when the scheduler runs
• {{OUTPUT_FOLDER}} — Drive path, e.g. /Product/SupportDigest

Tips

• The Trends section is often the most valuable part — a systemic issue is worth more than five one-off tickets.
• Share the 🔴 Critical tier directly in your #product Slack channel each Monday.
• If you don't have a CRM connected, remove Step 3 — the skill still works without ARR weighting.
• Pair with analyze-feedback to cross-reference support themes against Amplitude behavioral data.