Assigning Requests in Feedback

Why is this important

Assign a request to any team member to notify them that action is required. Team members can filter requests to remove the noise and only view requests assigned to them. The Browse page gives you a quick overview of request details, including their assignee.

Overview

To assign a request, open the request page and click the “Assignee” drop-down menu in the "Request actions" box on the right side of the page. From here, you can assign the request to yourself, or scroll down to the team member you want to assign it to. Users are listed alphabetically.

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When a team member is assigned, you will see a confirmation banner at the top of the page, and the assignee will receive an email notifying them. 

To assign requests in bulk, head to the Browse page by clicking “Browse” in the left nav bar. Select the requests you want, then hit the “Choose action” drop-down to the right of the page. Click “Bulk Edit Assignee” to add or remove an Assignee to the requests.

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Email notifications

Every time you assign a request to yourself or a team mate, the assignee will receive an email. To edit your email preferences and switch these emails off, click the Profile icon in the top right corner of your screen, head to “Email Settings” and uncheck “Request Assignment”.

 

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Example email

Filtering requests by assignee

Head to the “Browse” page for a quick view of requests and their assignees.

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To filter requests by assignee, head to the “Filters and Bulk actions” box to the right of the Browse page. Click the Assignee drop-down and select your own name, or any combination of team members whose requests you want to see.

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Requirements

To assign requests to any team member, one by one or in bulk, you’ll need the following permissions:

  • “Edit requests”
  • “Assign Requests to Team Members”

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Anyone can assign requests to themselves in bulk, but to assign them to yourself one by one, i.e. from the request page, you’ll need “Edit requests” permissions.

To read more about permissions in Feedback, head here.

Best practices

Requests should be assigned to someone when they require action, for example:

  • A requests is in progress or review and you want to add it to the owner’s view 
  • A request needs an additional layer of triage and you want a subject matter expert to take a look
  • A request status needs updating so you let the communications team know
  • A request looks like a support ticket and you want the support team to contact a customer
  • A request could indicate possible churn and you want a PM to take a look urgently

 

Product Areas are commonly used in Feedback to represent areas of ownership. Product Managers are typically responsible for 1 or multiple Product Areas. If this is not applicable to your product or team, request assignee provides a great alternative to outline ownership.

Be mindful that categorizing or assigning every single request can quickly become unmanageable. Not every request will add value to your roadmap conversations, so focus on categorizing the requests that already fit your strategy, have a sense of urgency, or have a demonstrated value in terms of votes, revenue, or any other metric you might consider. 

Make sure your internal users have their email preferences set before you start assigning requests to them so they don’t become overwhelmed by email notifications, especially if this becomes part of your daily workflow. 

Frequently Asked Questions

Why can’t I assign requests?

You may not have the right permissions. Check the Requirements section of this article and ask your internal Feedback manager to adjust your permissions if needed.