Ticket = incident, feedback = idea
Bugs that break workflows stay in the helpdesk or issue tracker. Ideas, enhancements, and “nice to haves” go to the feedback board with votes.
Give agents a one-click path
Macros should link to “submit / upvote on the board” so CS does not paste ideas into internal notes forever.
Use chat for clarification
Live chat captures context, then file the durable request on the board so it can be voted and roadmap’d.
Report both, optimize differently
Ticket volume drives support staffing. Vote themes drive roadmap. Do not use ticket count alone to prioritize features.
Ready to put this into practice?
Open a feedback board