Feedback

Collect customer feedback, organize recurring themes, and connect product signals to delivery work.

The Feedback module gives your team a central place to collect, review, and organize reports from customers and end users. It turns individual reports into grouped product signals that can inform requirements, planning, and implementation.

Feedback is an individual customer or end-user report, including its submitter, written content, and attachments.
Themes group related patterns so teams can identify repeated needs, requests, or pain points.

Use Feedback to keep customer signals connected to product planning instead of scattering them across notes, isolated tickets, or unsupported roadmap guesses.

Reporting feedback

Use the Feedback Integration API to submit reports from your application or internal tooling. Create a Feedback Integration API key from the module's Connect tab, then call:

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
}

Migrating from Validator

The legacy Validator endpoint was retired on August 1, 2026:

The Validator endpoint is no longer available

New submissions must use the Feedback Integration API and a Feedback Integration API key. Existing Validator feedback remains available after migration.

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

If your integration used the Validator endpoint, migrate it to the Feedback Integration API:

Change the endpoint

Send requests to POST /v2/reporting-api/feedback.

Replace the API key

Authenticate with a Feedback Integration API key instead of a Validator API key.

Update the payload

Send feedback text in the content field and stop sending client-provided titles.

Existing Validator feedback remains available in the Feedback module after migration.

Reviewing feedback

New reports appear in the Feedback Inbox as FB-N items. Search, filter, group, and sort the inbox to find unprocessed reports.

Open an item to review the full submission, attachments, comments, activity, and linked theme evidence. After the team understands the report and connects it to the correct theme, mark it as processed.

Themes

Themes turn related reports into product signals. A theme can include:

Title, type, priority, and status
Feature area and assignee
A brief and quote evidence
Linked Work Orders

Quotes are exact passages from feedback. They connect a theme to users' words and keep planning grounded in evidence. Link themes to the Work Orders that address the underlying issue or request.

Feedback triage automation

Enable feedback triage automation to run whenever a new report is submitted. Software Factory then starts the Feedback Agent's triage workflow automatically.

The workflow:

Reviews the feedback.

Matches it to an existing theme or creates a new theme.

Extracts representative quote evidence.

Updates the theme brief when needed.

Marks the feedback as processed when triage is complete.

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

Continue with Support & Community when you need help or want to share product feedback with the Software Factory team.

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