“How do I export this?” Support answers, the conversation closes, and the product team never hears about it. Multiplied by two hundred conversations a month, your best source of truth simply disappears.
The two-tool problem
Support lives in one tool, feedback in another. In between sits a manual step: copy the request, find the customer, write the context. That step never survives a busy day.
One gesture, from the conversation
The right metric is not “how many requests created”, it is “how many seconds it takes the person replying”. Past ten seconds, it stops happening.
Triage with Khony AIFeedback agent
SituationExisting idea
SituationNew idea
ElseFallback
1Select the customer's sentenceTheir words, not your rewording: that is what makes the request verifiable later.
2Attach it to the existing needIf it already exists, the customer joins the others. If not, the request is created with them on it.
3Let the loop close itselfOn release, the person who wrote to support is notified without anyone thinking about it.
The testAsk your support team how many needs they passed on last week. If the answer starts with “let me check”, the link is missing.