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Tracking feature requests is a huge pain for most companies. A few pieces of feedback after dealing with this for years: The Customer Support teams of your cu

by jorts 9y ago

Tracking feature requests is a huge pain for most companies. A few pieces of feedback after dealing with this for years: The Customer Support teams of your customers are going to be one of the main channels for capturing feature requests. We use Zendesk and have custom fields for categorizing and sub-categorizing requests along with a brief description. We do this so that the PMs don't have to read the entire Support ticket if one sentence is about the feature request out of 10 pages of text. If you could build an integration with Zendesk and other major ticketing tools that tie support tickets directly into your product it'd be an easy way to get your customers to have a huge influx of important data. Sales will also provide lots of feature requests as they are also talking to many customers. You have to make this as seamless and as easy as possible otherwise they won't use it. Setting up a Salesforce integration is probably your only way to do that. Tracking feature requests for strategic customers need to be treated differently than for other customers. There needs to be a system to categorize tickets by customer cohorts. If you can tie ARR, deal-breakers or other metrics to feature requests, that will help PMs prioritize them. For your customers, publicly exposing feature requests is a double-edged sword. You're going to capture a lot of feedback. Some of it is good, some is bad. Not taking action on customer feature requests can build negative sentiment in the community.

a13n 9y ago
Hey, thanks so much for this. Zendesk + intercom + salesforce integrations, plus segmentation (by MRR, etc) are all on the roadmap. Feedback that internal teams track (opposed to users voting) is kept internal, so users can't see stuff that sales/support adds. A few companies are using us entirely internally. The internal use case is definitely interesting but then we lose the nice organic channel. Thanks again for your insight! Really appreciate it. Say hi on our intercom chat sometime.
- deleted 9y ago
  [deleted]
- kamilszybalski 9y ago
  Nice product, just gave it a quick try. Some off the cuff thoughts, - Consider a Zapier integration, might save you some time and make delivery/adoption faster - In step 3 of onboarding you ask me to share a url with team members. Can I make this url private/sso? If yes, make the discovery of that immediate. If no, that's going to be a blocker for any internal adoption. - PMs tend to organize their internal priorities and roadmaps in specific ways. I like that I can sort by "coming soon" "done", etc, in your list BUT, what I really want is a consistent visual delivery, this seems to usually be a kanban style board. - Internal teams and stakeholders need to understand why what you're working on right now is the single most important thing that the teams need to be working on. It's important that this assessment criteria is clearly communicated, visually, and understand.
  - a13n 9y ago
    Hey, thanks for trying it out! We have a Zapier integration! It's currently in beta, try it out: https://zapier.com/developer/invite/59728/b66bec80febabe914b0bf0c507abb61b/ https://zapier.com/developer/invite/59728/b66bec80febabe914b... Kanban coming soon. https://feedback.canny.io/feature-requests/p/roadmap-view https://feedback.canny.io/feature-requests/p/roadmap-view > Can I make this url private/sso? What exactly do you mean? Would love to chat more. Would you mind hopping on our live chat sometime? > It's important that this assessment criteria is clearly communicated, visually, and understand. CRM integrations (Salesforce, Intercom) coming soon so you can tie monthly spend to those votes.
- carterehsmith 9y ago
  Nice. BTW, I do not know what you guys are selling (the home page did not tell me much - you may want to improve on that), but the blog post itself was kind of engaging. Nice story - $100 in December, then we do this, then $100 in March, then we dont cry and despair but do that, then $3,500, "but how do you possibly live on $3,500/mo?" - answered right away. So I thought it was a nice read. Also, good luck :)

by jorts 9y ago

a13n 9y ago

Hey, thanks so much for this. Zendesk + intercom + salesforce integrations, plus segmentation (by MRR, etc) are all on the roadmap. Feedback that internal teams track (opposed to users voting) is kept internal, so users can't see stuff that sales/support adds. A few companies are using us entirely internally. The internal use case is definitely interesting but then we lose the nice organic channel. Thanks again for your insight! Really appreciate it. Say hi on our intercom chat sometime.

deleted 9y ago
[deleted]
kamilszybalski 9y ago
Nice product, just gave it a quick try. Some off the cuff thoughts, - Consider a Zapier integration, might save you some time and make delivery/adoption faster - In step 3 of onboarding you ask me to share a url with team members. Can I make this url private/sso? If yes, make the discovery of that immediate. If no, that's going to be a blocker for any internal adoption. - PMs tend to organize their internal priorities and roadmaps in specific ways. I like that I can sort by "coming soon" "done", etc, in your list BUT, what I really want is a consistent visual delivery, this seems to usually be a kanban style board. - Internal teams and stakeholders need to understand why what you're working on right now is the single most important thing that the teams need to be working on. It's important that this assessment criteria is clearly communicated, visually, and understand.
- a13n 9y ago
  Hey, thanks for trying it out! We have a Zapier integration! It's currently in beta, try it out: https://zapier.com/developer/invite/59728/b66bec80febabe914b0bf0c507abb61b/ https://zapier.com/developer/invite/59728/b66bec80febabe914b... Kanban coming soon. https://feedback.canny.io/feature-requests/p/roadmap-view https://feedback.canny.io/feature-requests/p/roadmap-view > Can I make this url private/sso? What exactly do you mean? Would love to chat more. Would you mind hopping on our live chat sometime? > It's important that this assessment criteria is clearly communicated, visually, and understand. CRM integrations (Salesforce, Intercom) coming soon so you can tie monthly spend to those votes.
carterehsmith 9y ago
Nice. BTW, I do not know what you guys are selling (the home page did not tell me much - you may want to improve on that), but the blog post itself was kind of engaging. Nice story - $100 in December, then we do this, then $100 in March, then we dont cry and despair but do that, then $3,500, "but how do you possibly live on $3,500/mo?" - answered right away. So I thought it was a nice read. Also, good luck :)