Triage field
Request and safe reference
Use an approved ticket, anonymized account reference, or safe system link. Keep ticket transcripts, personal data, exports, credentials, and confidential attachments in approved systems.
SaaS support record
Capture the request without turning it into a roadmap promise.
Use this log when a customer, support teammate, or account owner asks for a product change. It keeps the request, evidence, related records, owners, and approved reply in one place while product and business owners decide what happens next.
This is an internal coordination record, not product, legal, privacy, security, accessibility, contractual, or service-level advice. It does not accept a request, set priority, create a roadmap item, commit a release date, change access, change pricing or a contract, or authorize a customer-facing promise. Authorized product and business owners control.
Eight fields
Keep the request, evidence, and decision owner separate.
A support note can describe a problem. It cannot decide feasibility, priority, access, timing, pricing, or a customer commitment. If the record lacks an approved source or owner, mark the action held.
Triage field
Requested outcome
Record what the requester is trying to do in their own words. Do not turn a suggested solution into a product requirement.
Triage field
Evidence and source
Link to approved feedback, a support record, help content, or a documented issue. Separate verified facts from assumptions.
Triage field
Current workaround or impact
Note an approved workaround or the known friction. Do not claim that a workaround is safe, effective, or permanent without owner review.
Triage field
Related-request status
Record a related request or duplicate reference when one exists. A duplicate is a related record, not proof of priority, approval, or a planned release.
Triage field
Held action and owner
Name the product owner and any privacy, security, accessibility, legal, support, or engineering review that is needed. Keep unapproved actions held.
Triage field
Approved response and send authority
Use only approved customer wording and name the authorized sender. If no wording is approved, mark the reply held and do not imply a date or commitment.
Triage field
Decision reference and recheck
Link to the authorized decision record, current state, next owner, and recheck date. This worksheet does not create a roadmap item or a delivery decision.
Fictional examples
One request routed for review. One request held for access review.
Every account, request, owner, record, and outcome below is fictional. These rows do not show product plans, account decisions, or customer commitments. On smaller screens, scroll the table horizontally to see all eight fields.
| Request and safe reference | Requested outcome | Evidence and source | Current workaround or impact | Related-request status | Held action and owner | Approved response and send authority | Decision reference and recheck |
|---|---|---|---|---|---|---|---|
| Fictional account R-184, ticket SUP-421 | Export a monthly usage summary with the requested fields | Approved ticket summary and linked reporting help article; field availability is not confirmed | Support may share the approved manual report steps; no export outcome is promised | Related to internal record PRD-77; relationship only, not a priority or delivery signal | Product owner checks scope; accessibility and privacy review are marked needed before any change | Support owner may say: 'We recorded the request. We cannot confirm plans or timing.' | Fictional decision record PRD-77; recheck with product owner on the next review date |
| Fictional account P-302, ticket SUP-438 | Let a team member request a different reporting permission | Approved ticket summary and account-role help article; access eligibility is unknown | Share the approved role guide; do not change permissions or suggest an exception | No confirmed related record; keep the request in the new-review state | Account-access owner and security reviewer decide whether the request can move forward | Held until authorized wording exists; no one may promise access, pricing, or a release date | Fictional access review reference AR-19; product and account owners set the recheck date |
Copy-ready log
Record one request, then route the decision.
Use safe references to approved systems. Do not copy ticket transcripts, customer records, exports, credentials, payment details, confidential attachments, or sensitive incident information into this log.
SAAS FEATURE-REQUEST TRIAGE LOG TRIAGE CONTROL Request reference: Prepared by: Product or workflow area: Product owner: Approved source locations: Customer communication owner: Review date: REQUEST AND SAFE REFERENCE REQUESTED OUTCOME EVIDENCE AND SOURCE CURRENT WORKAROUND OR IMPACT RELATED-REQUEST STATUS HELD ACTION AND OWNER APPROVED RESPONSE AND SEND AUTHORITY DECISION REFERENCE AND RECHECK [Enter value] [Enter value] [Enter value] [Enter value] [Enter value] [Enter value] [Enter value] [Enter value] [Enter value] [Enter value] [Enter value] [Enter value] [Enter value] [Enter value] [Enter value] [Enter value] TRIAGE NOTES Evidence still needed: Related or duplicate request references: Privacy, security, accessibility, legal, contractual, or reliability review needed: Current state: New / Need evidence / Under review / Related / Routed / Closed Authorized decision reference: Customer message status and authorized sender: Next review owner and date: Use safe references to approved systems. Do not paste ticket transcripts, personal data, customer exports, credentials, payment details, confidential attachments, or sensitive incident information into this log. Completing this log does not accept a request, set priority, create a roadmap item, commit a release date, change access, change pricing or a contract, authorize a customer-facing promise, or approve product work. Authorized product and business owners control.
The full log stays visible and selectable. Nothing is uploaded or saved.
Review steps
Give the customer a clear answer without guessing.
Support and success teams can preserve the request, source, and current answer. Product and authorized business owners decide priority, delivery, account changes, and what can be promised.
- Capture one request with a safe reference and the requester's own wording. Keep sensitive records in the approved system.
- Add approved evidence and a current answer or workaround. Mark unknowns instead of guessing at value, feasibility, or impact.
- Check related records and name the product owner plus any needed privacy, security, accessibility, legal, support, or engineering reviewers.
- Hold product, account, pricing, contract, roadmap, and release decisions until an authorized owner records them elsewhere.
- Send only approved wording, then record the next owner and review date without promising a feature, date, or outcome.
Stop and clarify
A complete log does not authorize a product commitment.
Pause when someone asks for a promise, date, access change, pricing answer, contract response, or security conclusion without an authorized record.
- A request is treated as a promise because it came from a large account, an executive, or several related tickets.
- Someone publishes a date, feasibility conclusion, pricing implication, access change, or contract response without authorized review.
- Sensitive ticket content, customer records, exports, credentials, payment information, or incident details are copied into the worksheet.
- A duplicate or workaround is treated as a product decision, a security approval, or proof that a change will be made.
- A customer-facing reply says planned, will, soon, or anything else that implies delivery timing without approved wording.
Next SaaS support step
Set the reply owner before a request becomes a customer promise.
Decide who may draft, approve, send, escalate, and preserve evidence for a reply. Keep product, access, pricing, contract, and delivery decisions with named owners.