If you’re drowning in customer feedback, support tickets, or just trying to keep your head above water as your SaaS grows, this is for you. Maybe you inherited a mess, maybe you’re setting things up for the first time. Either way, you want a clear system, not a pile of “someday” tickets and unread emails. Let’s talk about how to actually manage feedback and support in Praiz—what works, what’s a waste of time, and how to avoid the usual pitfalls.
Why bother with a system?
Ignoring feedback and support means annoyed customers, missed bugs, and maybe some nasty surprises in your next churn report. But here’s the thing: you don’t need a fancy workflow or an army of tools. You just need a process that:
- Captures feedback and tickets reliably
- Makes it obvious what needs attention
- Doesn’t require hours of busywork
Praiz is built to keep things simple—but you still have to set it up right.
Step 1: Set up your Praiz workspace for feedback and support
Before you can manage anything, you need the basics in place. Don’t overthink it.
1.1. Get your team in
- Invite your core support and product team. Don’t add everyone in your company “just in case.”
- Assign at least one person as the go-to for tickets—someone needs to feel responsible.
1.2. Connect your channels
- Email: Set up a support@ or feedback@ address to forward into Praiz.
- Chat widgets: If you use Intercom, Zendesk Chat, or similar, hook them up.
- Web forms: Embed a Praiz feedback form or connect your existing one via email.
Pro tip: Don’t chase every integration. Start with where most messages come in. You can always add more later.
1.3. Define your categories (but don’t go wild)
Praiz lets you categorize feedback and tickets. Use this, but keep it simple:
- “Bug”
- “Feature request”
- “Question”
- “Other”
Don’t invent 20 categories. If you need more later, add them then.
Step 2: Capture feedback and tickets (without losing your mind)
The worst system is the one you don’t use. Make it dead simple for everyone—customers and your team.
2.1. Make it easy for customers to give feedback
- Use a single, clear support email or form. Don’t scatter “contact us” links all over.
- Avoid long forms. Name, email, and message is enough for 99% of cases.
2.2. Set up auto-routing (optional, but helpful)
Praiz can auto-route tickets based on keywords or sender. This is handy if you have more than 2-3 team members, but honestly, manual triage works fine for small teams.
2.3. Don’t stress about tagging everything
You’ll get plenty of “uncategorized” tickets. That’s normal. Clean them up once a week, not as they come in.
Step 3: Triage and prioritize (the right way)
Here’s where most teams screw up: everything feels urgent, so nothing gets handled well. Praiz can help, but only if you’re honest about what matters.
3.1. Set up a daily triage habit
- Check the Praiz inbox once or twice a day. Not every five minutes.
- Assign tickets to someone—anyone—so nothing sits unowned.
3.2. Use statuses (but avoid status hell)
Stick to 3-4 statuses:
- Open
- In Progress
- Waiting on Customer
- Closed
Don’t create a status for every possible situation. You’ll just confuse yourself.
3.3. Prioritize with your brain, not just labels
Praiz lets you mark tickets as “High,” “Medium,” or “Low” priority. That’s fine, but don’t blindly trust the system. Use your judgment: what’s actually urgent? What’s a nice-to-have?
3.4. Loop in the right people
- @Mention teammates inside tickets if you need their help.
- Don’t CC the whole team on every issue. Keep the noise down.
What works: A quick triage every morning and late afternoon.
What doesn’t: Trying to “zero inbox” every ticket—sometimes it’s better to let something sit until you have bandwidth.
Step 4: Respond and resolve (without burning out)
Your replies don’t have to be poetry. Just be clear, honest, and don’t overpromise.
4.1. Use templates for common replies
Praiz lets you save canned responses. Use them for:
- “We’ve received your request, here’s what happens next…”
- “This is a known issue, we’re working on it.”
- “Thanks for the feedback, we’ll pass it to the team.”
But don’t make every response sound robotic. A little human touch goes a long way.
4.2. Close tickets ruthlessly
- If something’s resolved, close it. Don’t leave it open “just in case.”
- If a customer ghosts you after you ask for more info, close it after a reasonable wait (a week is fine).
4.3. Follow up on tricky cases
- Use Praiz reminders to check back on tough tickets.
- If something keeps reopening, maybe your documentation needs help—or the product needs fixing.
Step 5: Actually use the feedback
Most teams collect feedback and never do anything with it. Don’t be that team.
5.1. Tag feedback you want to remember
- Use a “Feature Request” or “Pain Point” tag in Praiz.
- Collect similar tickets under the same tag for easy review.
5.2. Review feedback regularly with your team
- Set a monthly feedback review—30 minutes is plenty.
- Look for patterns, not one-off complaints.
5.3. Don’t chase every suggestion
Just because someone asks for it doesn’t mean you should build it. If you hear the same thing over and over, that’s worth a closer look. Otherwise, file it and move on.
Step 6: Track your metrics (but don’t obsess)
Praiz has dashboards for things like response time, ticket volume, and resolution rates. These are useful if you use them to spot trends—not to micromanage.
Useful metrics:
- Average first response time
- Number of open vs. closed tickets
- Common tags or categories
Ignore these:
- “Tickets closed per agent” (unless you’re running a call center)
- Super-fancy charts that don’t change what you do day to day
Pro Tips and Hard-Learned Lessons
- Automate less than you think. Every automation is another thing to break.
- Write things down. If you have a process, document it—especially for new hires.
- Don’t try to be perfect. Some tickets will fall through the cracks. That’s life.
- Keep customers in the loop. Even a “we’re still looking into this” is better than silence.
Keep it simple, review often
Managing feedback and support tickets isn’t glamorous, but it’s where all the real product insights hide. The key is to avoid overcomplicating things: set up Praiz, stick to a few clear steps, and review what’s working every month or so. If something feels like busywork, cut it.
You’ll never “finish” support or feedback. That’s normal. Iterate, keep it human, and your team—and your customers—will thank you.