Manage a Feedback Item
Outcome
Section titled “Outcome”You will know what to look for on a single feedback item and how to move it forward cleanly. The triage page covers the queue as a whole; this page covers what happens once you click into a single item.
What a Feedback Item Contains
Section titled “What a Feedback Item Contains”Every Lens item carries a consistent set of fields. Knowing which fields are static context and which are working state is the easiest way to avoid editing the wrong thing.
| Field | Description | Editable |
|---|---|---|
| Page or route | The URL the reviewer was on when they submitted the item. | No |
| Environment | Which environment the feedback was submitted against. | No |
| Screenshot | The captured view at submission time. | No |
| Reviewer note | The original comment the reviewer left. | No |
| Submitted at | Timestamp of the original submission. | No |
| Status | Where the item is in the workflow. | Yes |
| Assignee | The person currently responsible for the item. | Yes |
| Comments | Follow-up discussion, decisions, and links to related work. | Yes (append only) |
| Activity log | Automatic history of status changes and edits. | No |
Working an Item Through Its States
Section titled “Working an Item Through Its States”A single item moves through a small number of states. The full state machine is described on Lens status workflow; the tabs below cover what actually happens at each state from the perspective of the person responsible for the item.
The item has just arrived and no one has claimed it. Your job here is to read the reviewer note, look at the screenshot, and decide whether the item is actionable.
- Confirm the environment matches what you expect.
- Confirm the page context makes sense.
- If the item is clearly a duplicate of an existing one, leave a comment linking the original and close it.
- If the item is actionable, assign it and move it to in progress.
- If the item is not actionable, dismiss it with a comment explaining why.
Someone has claimed the item and is doing the work. The expectation here is visible progress, not silence.
- Leave a comment when you start.
- Leave a comment if you discover the scope is larger than expected.
- Leave a comment when the change is ready to verify.
- Move to resolved when the change has shipped to the same environment the item was filed against.
The work is done and the item is waiting for confirmation. Resolved is not the same as closed: it means “I think this is done, please verify on the environment under review.”
- Include a one-line summary of what changed.
- Name the environment and URL where the fix can be verified.
- The original reviewer or a designated verifier confirms and closes.
- If verification fails, the item moves back to in progress with a comment explaining why.
The item needs help from TMXIO support and is no longer purely a product-review issue. The triage owner has handed it off but is still tracking it.
- Make sure the escalation comment contains everything support needs (see Escalate to support).
- Do not change status while support is responding.
- When support confirms the fix or hands the item back, move it to in progress or resolved as appropriate.
Good Team Habits
Section titled “Good Team Habits”These are the habits that make individual items easy to read months after they are filed.
- Add comments whenever the next action is not obvious from the current state.
- Move status deliberately rather than leaving everything in the default.
- Reassign explicitly when ownership changes, even within the same triage session.
- Delete an item only when it is truly noise or was created in error. Closed items are almost always more useful than deleted ones, because they preserve the discussion.
- Keep comments self-contained. A future reader should not need access to chat history or a meeting to follow what happened.
What Success Looks Like
Section titled “What Success Looks Like”- Every active item has a clear next state and a clear owner.
- The item history is enough to explain what changed and when, without checking other tools.
- Closed items are easy to find later because their final comment names the outcome.
- Reviewers trust that filing a Lens item is worth the effort, because they see items being acted on.