Problem
Customer feedback is scattered across tools, making repeated themes hard to verify.
Product specification
Customer insight inbox spec
A structured product spec for turning support tickets, sales notes, and research quotes into prioritized product insights with clear ownership and review gates.
Non-goals
No automatic roadmap commitment, sentiment scoring, or customer-facing reply drafting.
Success
Product managers can trace each insight to source notes before adding it to planning.
Functional requirements
| Capability | User behavior | Acceptance rule |
|---|---|---|
| Collect sources | Import ticket excerpts, call notes, and research quotes into one intake queue. | Every insight links to at least one source item. |
| Cluster themes | Group related evidence by workflow, account segment, and severity. | Theme cards show count, examples, and confidence. |
| Review actions | Assign an owner, decision date, and next artifact for each accepted theme. | Unassigned themes stay out of roadmap reports. |