A suggestion should have a life beyond the conversation. Collect requests, understand the demand and let customers follow the progress you choose to share.
Hear the idea. Understand the reason.
Keep people in the picture.
“We need to match each invoice to our own company reference.”
Thanks for explaining, Ada. We’ve planned this change. We’ll share progress here so you can follow along.
Customers use these references to match invoices with their purchasing records.
Private notes and support evidence stay with your team.
Try a vote or follow in this local example.
Product example. Explore a request, its private team context and the progress customers can follow.
That question can come with a useful insight into someone’s day. Give it a place where the customer can explain the need, your team can ask a better question, and other people can add their experience.
Let customers search requests, browse boards and filter by status. Sort by most voted, newest or recently updated, so useful ideas are easier to find.
Collect a clear title and the reason behind the request. Enable screenshots or PDFs when a visual would help, and show related suggestions while someone writes.
“Our finance team matches invoices to purchase orders. A company reference would make that easier.”Example customer request
Verified customers can comment and reply to a discussion. Your team can ask for detail or respond publicly, while keeping internal notes separate.
Would you need a different reference for each invoice, or one for the whole account?
Choose whether to allow public browsing, submissions, votes, comments and attachments. Participation uses a verified customer identity.
A popular request is worth a look. The conversations behind it help your team understand the problem, who is affected and what a useful improvement would change.
Link a request to relevant tickets or conversations. Add private notes, assign an owner and set an internal priority. Your team keeps the information it needs to make a considered decision.
Customer demand and business priority stay distinct. A vote adds a voice to the request; your team decides what to take forward.
Keep the conversation connectedInternal priority, notes and linked support content stay out of the public request.
One customer asks for a purchase-order number. Another calls it a company reference. When they describe the same improvement, merge the duplicate into a main request so your team has one place to follow it.
Customer votes, follows and linked support evidence come together on the main request.
Each customer’s vote counts once.Product example. A merged duplicate points people to the main request, and followers receive an update about the move.
Your roadmap draws from the requests your team is already working with. Choose the stages to show and their colours. Public, visible requests on public boards appear in the stages you enable.
Match an invoice to the reference your company uses.
Bring the week’s activity into one useful update.
Choose the updates that matter to your working day.
Keep a copy with your company’s records.
Example requests and vote counts. Filter a stage to take a closer look.
Planned, In Progress and Shipped give customers a simple view of progress. You can include other supported stages, such as Under Review or Not Planned, when they help tell the story.
Priorities can change. Update a request’s stage and explain the decision. A clear status is more useful than leaving people to guess what happened.
Customers can follow a request they care about. Publish a stage change or a written update, and followers receive an email that brings them back to the request. The explanation stays with the progress.
Let people know that the idea has a place in your plans, with a clear explanation of the decision.
Share meaningful progress with the people waiting for the change. They can follow along on the same request.
Close the loop with an update that explains what changed and thanks people for helping you understand the need.
Example progress messages. Your team chooses the decision, wording and time to publish.
Your team can organise requests into boards, keep sensitive ideas private and decide how customers participate. Give people a clear place to contribute while keeping the internal work close.
Customers participate through a verified Support Centre account or an email verification link. They can use the link without creating a password.
Reply publicly to customer comments, keep team notes private and lock a discussion when it needs to close. Hide inappropriate requests or comments, with moderation controls for your team.
Search and filter requests by board, stage, priority, visibility or owner. Keep the activity history alongside the request as your team reviews and updates it.
The original support question may need an answer today. The improvement may take longer. TruCom gives each part a place, with links that help your team keep the wider picture in view.
Link the customer’s ticket as support evidence while continuing the case on its own terms. Product progress and customer follow-up stay connected.
Support CentreBring feature requests and your roadmap into the same customer-facing home as help articles, support requests and service updates.
AutomationsUse supported feedback events and conditions to assign an owner, update priority or status, or notify someone who should take a look.
Yes. Your team can create a request in Feedback and link the relevant conversation or ticket as private support evidence. That keeps the reason close without publishing the customer’s support content.
They can use a verified Support Centre account or verify their email with a link. After verification, they can submit, vote, follow or comment without creating a password.
A vote shows support for an idea. Following keeps the customer informed about published updates. Voting also follows the request. Removing a vote keeps the follow in place; customers can unfollow separately.
The roadmap shows public, visible requests on public boards in the stages you enable. Private requests, hidden items and merged duplicates do not become roadmap cards. You choose the stages and their colours.
Votes, followers and linked support evidence move to the main request. A customer who supported both requests still has one vote. The duplicate points to the main request, and affected followers receive an update.
Yes. Use Not Planned and publish a written explanation. You can revisit the decision and move the request to another stage when priorities change.
Yes. Keep requests or boards private for your team’s review. Internal priorities, team notes and linked support content stay separate from the public request and discussion.
Enable Feature Requests and Roadmap in your Support Centre. Choose whether visitors can browse publicly and which participation options to offer. Access follows your workspace’s plan and setup.
Bring customer requests, team decisions and shared progress together.