Reference · built on requestOperator by FibricReporting & analysis

Feedback Themes

Groups survey responses, reviews, and support conversations into weekly themes and proposes a readout and one tracked issue per theme.

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About

Customers say the same thing in different places: a survey comment, a review, a chat with support, a phone call. Feedback Themes reads all four each week. Survey responses come from SurveyMonkey, reviews from Trustpilot, tickets and satisfaction ratings from Zendesk, and call transcripts and sentiment from Amazon Connect conversational analytics.

It groups the week's feedback into themes, counts each theme by source, and keeps the verbatims that define it. Then it proposes two things: a readout for the channel where the team meets, and one tracked issue per top theme in Jira or Linear, each linking back to the feedback behind it. A person approves the readout and each issue.

This is a reference listing. It documents what Fibric would read from Feedback Themes and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • Survey responses with answers per question and date_created from SurveyMonkey, through the responses and bulk endpoints
  • Reviews with stars, title, text, and createdAt for your business unit through the Trustpilot Business Units API
  • Tickets with tags, via.channel, and satisfaction_rating from Zendesk, and ratings with score, comment, and reason from satisfaction_ratings
  • Transcripts, sentiment, and categories from Amazon Connect conversational analytics for voice and chat contacts
  • Conversations with tags, satisfaction, and status from Kustomer, when that is your service desk
  • The prior weeks' themes, so a theme is tracked as rising, steady, or fading rather than rediscovered

Proposed actions

  • Target capability: propose the weekly readout in Slack: each theme, its count by source, its trend, and three verbatims
  • Target capability: propose one Jira issue per top theme through POST /rest/api/3/issue, with the verbatims and ticket links in the description
  • Target capability: propose one Linear issue per top theme through the issueCreate mutation, for teams that track there
  • Target capability: propose adding a theme tag to the Zendesk tickets that make up a theme, through Update Ticket

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Weekly readout from surveys and tickets

    Feedback Themes reads the week's SurveyMonkey responses and Zendesk satisfaction comments, groups them, and proposes the readout to the support channel in Slack with counts by source and the verbatims that define each theme.

    With SurveyMonkey, Zendesk, Slack

  • One issue per theme, in the tracker the product team uses

    The top theme this week is a packaging complaint that appears in Trustpilot reviews and in calls. The operator proposes a Linear issue with the review links and call transcript excerpts attached.

    With Trustpilot, Amazon Connect, Linear

  • Tag the tickets so the theme can be followed

    For a theme that persists three weeks, the operator proposes adding a theme tag to its Zendesk tickets, so a view can follow the theme after the readout is posted.

    With Zendesk, Jira

Requirements

  • A SurveyMonkey app with the responses_read_detail scope, or another survey source the connector can read
  • A Trustpilot API key for the public reviews endpoints of your business unit
  • Zendesk or Kustomer API access with ticket and satisfaction read, and Update Ticket if you want theme tags applied
  • Conversational analytics enabled on the Amazon Connect instance, if calls and chats are in scope
  • A Slack channel for the readout and a Jira project or Linear team for the issues
Authentication
Feedback Themes holds no credentials. It reads through the SurveyMonkey, Trustpilot, Zendesk, Kustomer, and Amazon Connect connectors you connect, and creates readouts and issues through Slack, Jira, and Linear after approval.

Limits

  • A theme is a grouping of what customers wrote. It is a starting point for a person, not a root cause.
  • SurveyMonkey rate limits apply per app, and Basic plan accounts return a limited number of responses per survey.
  • Trustpilot private review fields need a business user OAuth token; the public endpoints carry stars, text, and dates only.
  • It proposes one issue per top theme. It does not reply to reviews, close tickets, or contact a customer.

Access and pricing

Reference listing. Fibric builds the operator under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

Request Feedback Themes ↗

Questions and answers

What does a person approve?
The readout as it will post, and each issue one at a time with its title, description, and the feedback it links to. You can approve the readout and decline an issue, rename a theme, or merge two before anything is created.
What record does it leave?
Per week: every feedback item read and its source, the theme it was grouped into, the counts, the readout as approved, and each issue created with its key. A theme's history across weeks is kept so its trend can be checked.
Does it act on the feedback itself?
No. It never replies to a review, changes a ticket's status, or messages a customer. Its writes are the readout, the issues, and the optional theme tag on tickets, each after a person approves.
Ask about Feedback Themes

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This operator is developed, published, and supported by Fibric. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy