Product areas and classification

Product areas describe the parts of your product, such as Billing, Onboarding or Reporting. They let you filter feedback and opportunities by topic, route work to owners, and see where customers struggle most.

Who can do this: people with the product areas permission, normally the Owner.

Create areas

1. Open Settings › Product areas.
2. Create an area and give it a name.
3. Nest areas to build a tree, for example Billing, with Invoices and Taxes under it.

Each area can have one or more owners, so every area has someone responsible for it. Archive an area when it is retired. When you do, you choose what happens to the feedback filed under it, and you need another area to move it to.

How classification works

AI files feedback into your areas, and each opportunity gets an area. You can see the area on feedback items and opportunities, and change it yourself at any time. Your choice wins over the AI.

When many signals don't fit any existing area, CustomerSaid can propose a new one as a theme suggestion. You decide whether to create it.

Product context also helps: if you have scanned your site or docs, pages can be matched to areas, which improves suggestions.

Use areas

• Filter. Add a product area filter to any list.
• Follow. Follow an area from the sidebar to get its updates in one place, or open My areas to see areas you own.
• Dashboard. See how feedback is spread across areas.

Merging and moving

When you merge duplicate opportunities, the duplicate's area moves to the target only if the target has none.

Tips

• Start small, with five to ten areas that match how your teams talk about the product.
• Use names your customers and support team would recognize.
• Avoid deep trees. Two levels are usually enough.

Troubleshooting

Feedback is unfiled. AI may not have found a clear fit. Set the area by hand from the item.

I cannot edit areas. You need the product areas permission. Ask an Owner.