Feedback loops from support to product
For support agents, senior support specialists, support team leads and the product managers who work with them, in software and service companies. Prerequisite: 'Is it a bug? Classifying support requests', which covers classifying a single ticket and writing one defect or feature request. This course is the loop as a whole: writing feedback records as customer needs with evidence, keeping contact-reason tags consistent and linking tickets to one product record, calculating reach with a stated denominator, preparing a monthly summary for product review, and telling customers and agents what was decided. Your company's tags, tools and release communication policy apply.
- Level
- Intermediate
- Length
- About 88 minutes
- Contents
- 5 lessons · final exam
- Status
- Published · updated 10 Oct 2026
Skills you'll practise
- Write a support-to-product feedback record that states the customer's need and evidence rather than a requested solution
- Apply a consistent contact-reason tagging scheme and link tickets to a single product record instead of creating duplicates
- Calculate the reach of a product issue from linked tickets, stating unique customers, share of contacts and the denominator
- Prepare a monthly feedback summary for product review that separates defects, usability problems and feature requests and ranks them by evidence
- Close the loop with customers and support agents after a product decision, without promising delivery dates
Course outline
- 1.Writing a support-to-product feedback record that states the customer's need and evidenceLesson · 18 min
- 2.Applying a consistent contact-reason tagging scheme and linking tickets to a single product recordLesson · 16 min
- 3.Calculating the reach of a product issue from linked ticketsLesson · 16 min
- 4.Preparing a monthly feedback summary for product reviewLesson · 18 min
- 5.Closing the loop with customers and support agents after a product decisionLesson · 12 min
- 6.Feedback loops from support to product: knowledge checkKnowledge check · 14 questions
- 7.Feedback loops from support to product: practical exerciseKnowledge check · 1 question
- 8.Final exam10 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
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