Managing customer feedback is an ongoing journey. By connecting direct support requests, feature ideas, and your public roadmap, you can build a transparent product cycle that keeps your users engaged and informed.
This guide explains how to use our feedback and roadmap tools to capture user insights, prioritize work through voting, and announce new features via changelogs.
flowchart LR
User["End User"] -->|Submits| Idea["Customer Idea"]
User -->|Opens| Ticket["Support Ticket"]
Idea -->|Graduates to| Roadmap["Public Roadmap"]
User -->|Upvotes| Roadmap
Roadmap -->|Ships as| Changelog["Changelog Update"]Managing the Feedback Loop
Building a transparent feedback loop involves collecting ideas, validating them with your community, and communicating your progress.
- 1
Collect Customer Ideas
Start by configuring your idea intake settings. Users can submit feature requests or improvements directly. This creates a backlog of user-generated concepts that your product team can review.
- 2
Publish to the Roadmap
Once an idea aligns with your product vision, you can move it to your Public Roadmap. You can define custom public statuses (such as Under Consideration, In Progress, or Done) to communicate exactly where a feature stands.
- 3
Gather Votes
Allow your community to vote on roadmap items. Users can add or remove their votes, giving you clear, quantitative data on which features are most important to your customer base.
- 4
Publish Changelogs
When a roadmap item is complete, close the loop by publishing a changelog. You can tie changelogs to specific version IDs, letting users know exactly when their requested feature went live.
Keep statuses updated! A stale roadmap can discourage users from leaving feedback. Try to review your public roadmap statuses at least once a month.
Handling Support Tickets
Not all feedback is a feature request. For bugs, account issues, or private inquiries, users should utilize Support Tickets.
Tickets are scoped to specific organizations. When a user creates a ticket, your team can respond by adding messages to the ticket thread. If a support ticket turns out to be a great feature request, your team can manually log it as a new Customer Idea.
Support tickets are strictly private between the organization and your support team, whereas Customer Ideas and the Roadmap are visible to your public community.
API Integration Reference
If you are building a custom user interface or integrating our feedback tools into your own application, you can use our REST API to power the experience.
Roadmap & Ideas API
| Action | Method & Endpoint | Description |
|---|---|---|
| Get Ideas Config | GET /tasks/ideas/config | Retrieve the configuration for idea submissions. |
| Submit Idea | POST /tasks/ideas | Create a new customer idea. |
| Get Roadmap | GET /tasks/roadmap | Fetch all public roadmap items. |
| Get Statuses | GET /tasks/statuses | List available statuses (e.g., Planned, Building). |
| Add Vote | POST /tasks/items/{item_id}/vote | Add a user's vote to a roadmap item. |
| Remove Vote | DELETE /tasks/items/{item_id}/vote | Remove a user's vote from a roadmap item. |
Support & Changelog API
| Action | Method & Endpoint | Description |
|---|---|---|
| List Tickets | GET /organization/{organization_id}/support/tickets | List all support tickets for an organization. |
| Create Ticket | POST /organization/{organization_id}/support/tickets | Open a new support ticket. |
| Get Ticket | GET /organization/{organization_id}/support/tickets/{ticket_id} | Get support ticket details. |
| Add Message | POST /organization/{organization_id}/support/tickets/{ticket_id}/messages | Reply to an existing ticket. |
| Get Changelogs | GET /tasks/changelogs | List all published release notes. |
| Get Version | GET /tasks/changelogs/version/{version_id} | Fetch changelog details for a specific version. |
Frequently Asked Questions
Can users vote multiple times on the same roadmap item?
No. The voting system ensures that each user can only cast a single vote per roadmap item. They can, however, remove their vote using the DELETE endpoint if they change their mind.
Do I have to use the public roadmap?
Not at all. If you prefer to keep your development plans internal, you can simply use Support Tickets and internal Customer Ideas without exposing the public /tasks/roadmap endpoints to your users.
How do I tie a changelog to a specific version?
When creating a changelog, you can associate it with a specific documentation version. Users can then query /tasks/changelogs/version/{version_id} to see exactly what changed in that specific release.