Triage queue and policies

Create classification policy and resolve incoming work through human review.

Audience: product managers, administrators
Required role: Product manager or administrator with Triage access.
Product access: Triage
Navigation path: Triage > Policies and Triage > Queue

Outcome

Route incoming items with explicit policy and close the human review loop.

Before you begin

At least one incoming source
A named owner for each routing destination

Triage policy settings with scope, classification, and action controls. — Define the scope and actions that determine which issues require Triage review.

Triage item with classification evidence and controls to approve, dismiss, or escalate. — Review the source evidence and classification before approving, dismissing, or escalating the item.

Create a policy

Define the source scope, classification criteria, destination, confidence behavior, and exceptions. Start narrow and keep low-confidence items in human review.

Review the queue

Open each item with its source context. Correct classification, priority, ownership, and duplicates before accepting automation output.

Resolve an item

Route, merge, reject, or close the item and record the decision. Keep a source link so downstream work can be audited.

Tune classification

Review false positives, false negatives, and repeated manual corrections. Update one policy condition at a time and compare queue quality after the change.

Triage Bot

Classify incoming signals and route them through human review.

Signals, insights, and themes

Review source evidence, extract insights, and group recurring customer needs.

Knowledge discovery, catalog, and publishing

Discover product knowledge, maintain the feature catalog, and publish searchable pages.

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