u/FeaturebaseApp

We’re a third-party app working in the support/feedback space, and we’ve been digging into how teams are handling the gap between support tools (Zendesk, Intercom, etc.) and what actually makes it into product decisions.

From what we’re seeing, a lot of feedback just ends up buried inside tickets or chats. Agents close things out, but the “bigger patterns” don’t always make it through in a structured way.

Curious how people are solving this in real setups:

• Are you just using Zendesk/Intercom on their own?
• Do you have a separate system for collecting/organizing feedback?
• How do you make sure recurring issues actually get surfaced to product in a usable way?

Trying to understand what’s actually working once support volume starts scaling.

Would genuinely love to hear how your team handles it (or if it’s still a mess like it is for a lot of people 😅)