Year
2026
Direction
Customer Analytics
Summary
We built a semi-automated feedback pipeline for sevDesk that turns support tickets and complaints into structured user stories, features, and initiatives.
Details
We built a semi-automated customer feedback evaluation process for sevDesk, turning the daily stream of support tickets, app store reviews, and complaints into structured input for product and design. The system reads incoming feedback, clusters it by theme, and breaks the noise down into user stories, feature requests, and initiative-level patterns — with a human in the loop for the judgment calls AI shouldn't make alone.
Product managers stopped spending their Mondays triaging spreadsheets and started them with a ranked view of what customers actually want. Feedback that used to die in a queue now travels directly into the roadmap with its context intact.
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