I worked on several teams where we had to deal with a high intake of support requests, bug reports and feedback from users. What usually happens is that those messages come through a same form. Even if you created a form field to let the user select the type of request he's making, it still won't capture the priority and the sentiment of the user, and someone needs to manually go through submissions and assess and classify the messages.
What I've built is a form backend that acts as a request layer allowing users to classify incoming submissions by:
priority (critical, high, medium, low)
type (support, feedback, review, sales, other)
sentiment (positive, negative, neutral)
categories (matches one of users custom categories)
After the classification is done, users can define rules for how each submission is processed dynamically. For example, all critical support issues with a negative sentiment are stored and sent to a Slack channel #support. There are various action types a user can create within these rules and they can be chained.
This is not a workflow engine or Zapier. This sits before tools like Zapier, ticketing systems, or inboxes. Think of it as a smarter intake layer rather than a workflow engine. Those tools trigger after you’ve already received messy, unclear input.
Happy to receive any feedback or answer any questions!