Triaging feedback at scale

When triage volume crosses 50 reports a week, the queue stops being "a list" and starts being "a system".

Cluster aggressively

Three-quarters of the volume in any week is duplicates of a small number of root causes. Clustering them is the single highest-leverage triage move.

Triage by severity, not by FIFO

First-in-first-out is fair to the queue, not to the customer. Sort by severity, then by reporter type (paid customers before internal noise).

Close the loop publicly

When a fix ships, notify the original reporter. They keep filing because they know it matters.