Feedback management

Overview

Index Feedback is a modern, AI-first tool for feedback management. It's designed for product leaders who:

• Receive customer feedback via modern tools like Slack Connect, Intercom, Zoom, and Plain.
• Want to manage feedback separately from projects.
• Need a flexible, powerful experience for processing and labeling.
• Want to switch from legacy Product Management tools to an experience tightly integrated with Linear Customer Requests.

Index Feedback works by automatically collecting feedback and feature requests from the places you're talking to your customers, and then allowing you to manage this feedback in a modern interface.

Configure

When you visit the "Feedback" menu item in Index for the first time, you'll be prompted to connect the tools where Index should listen for feedback. You can connect Slack and Intercom yourself, with Zoom and Google Meet available on our Enterprise plan.

If you don't see the prompt to get set up, or to modify the connection, you can always go to Settings -> Feedback at any time.

How feedback gets detected

Index will use AI to automatically process messages and call transcripts. It only creates feedback from these when it detects a relevant message. The AI has context about your company and the product you are building to improve detection accuracy. If you would like to tweak the AI prompt, you can do so in Settings -> Feedback under the "AI settings" header.

Once feedback has been detected, it will appear in the "Feedback" menu item in the Triage view for your review.

Suggestions

As you read the feedback, you'll notice parts of the conversation are automatically highlighted and linked to suggested items in your product hierarchy. This is because Index's AI does most of the upfront feedback processing for you automatically.

The "Linked work items" header will allow you to approve or decline suggestions, as well as push these directly to Linear.

If you'd like to connect feedback to a work item manually, click on "Projects" on the right hand side in the fields menu.

Processing feedback

Depending on your feedback workflow, you can either process feedback once you've reviewed the suggestions, or go deeper by labelling your feedback with custom fields. Index supports configurable custom fields on your feedback, which can make it easy to group feedback by theme, importance, customer size, and more.

When you're ready to process the feedback, click on the "Process" button.

Sync feedback with Linear Customer Requests

Any work item that gets pushed to Index will include the associated feedback as a Linear customer request. These will stay in sync.

Feedback views

Using the feedback toolbar, you can create granular views that are filtered or grouped on specific custom fields. For example, you can create a feedback view for a specific customer, or a specific type of feedback.

Just like other parts of the Index platform, you can switch layouts within a view at any time to view the feedback through a different lens. By default feedback views use the Split layout, but for advanced feedback processing you can use the layout switcher in the toolbar to view feedback in a Table or Board.

Request a feedback integration

We're actively building new feedback listeners for most popular tools where you're talking to your customers. We'd love to hear which integrations you need, so please contact us with the integration you are looking for and how it would help with your feedback workflow.