Feedback Module

The Feedback module gives your team a central place to collect, review, and organize feedback from customers and end users. The module helps teams move from individual feedback reports to grouped product signals that can inform requirements, planning, and implementation work.

• Feedback: individual customer or end-user reports, including the submitter, written feedback, and uploaded attachments.
• Themes: grouped feedback patterns that help teams identify repeated needs, requests, or pain points across multiple feedback items.

Use Feedback when you want customer signals to stay connected to product planning instead of becoming scattered notes, one-off tickets, or unsupported roadmap guesses.

Use the Feedback Integration API to submit feedback from your application or internal tooling. Send requests to the reporting endpoint with a Feedback Integration API key created from the Feedback module's Connect tab.

POST /v2/reporting-api/feedback
X-API-Key: sf-rpt-...
Content-Type: application/json

{
  "end_user_email": "customer@example.com",
  "content": "Feedback text in Markdown",
  "attachments": [
    {
      "file_name": "screenshot.png",
      "file_key": "uploaded-file-key",
      "file_size": 123456,
      "mime_type": "image/png"
    }
  ]
}

end_user_email and content are required. attachments is optional. Do not send a title, Software Factory manages feedback titles internally.

The endpoint returns the created feedback number:

{
  "feedback_number": 123
}

The old Validator feedback endpoint is deprecated and will be retired on August 1st, 2026:

POST /v1/integration/validator/feedback
X-App-Key: sf-int-...

If your integration still uses the Validator endpoint, update it to use POST /v2/reporting-api/feedback, replace the Validator API key with a Feedback Integration API key, send feedback text in the content field, and stop sending client-provided titles. Existing Validator feedback data will remain available in the Feedback module after migration.

New feedback appears in the Feedback Inbox as FB-N items. The inbox supports searching, filtering, grouping, and sorting so teams can quickly find unprocessed reports.

Open a feedback item to review the full submission, attachments, comments, activity, and linked theme evidence. Once the team has understood the report and connected it to the right theme, mark it as processed.

Themes group related feedback into product signals. A theme can include a title, type, priority, status, feature area, assignee, brief, quote evidence, and linked work orders.

Quotes are exact passages from feedback items. Use them to connect a theme back to the user's words and keep planning grounded in evidence. Themes can then be linked to work orders that address the underlying issue or request.

You can enable feedback triage automation to run whenever a new feedback item is submitted. When enabled, Software Factory automatically starts the Feedback Agent's triage workflow for each new item.

The automation reviews the feedback, matches it to an existing theme or creates a new one, extracts representative quote evidence, updates the theme brief when needed, and marks the feedback processed once triage is complete.

Use this automation when you want incoming feedback to be organized continuously instead of waiting for manual inbox review.