Overview

Insights preserve the customer feedback behind a Request. They show your team what customers said, where the feedback came from, and why the Request matters.

A Request describes the change you track. Its Insights provide the evidence, and its Requesters identify the people asking for it.

Review linked Insights

Open a Request and select 'Insights'. Read the supporting quotes and open their source when you need the full conversation or submission.

Use the source filter to show 'All sources', 'Support', or 'Feedback Portal' evidence.

Add supporting feedback

To record a customer's explanation on an existing Request:

1. Open the Request's 'View requesters' list

2. Select the customer, or add them as a Requester first

3. Click 'Add insight'

4. Enter what the customer said and, if the company has several contacts, select the contact who said it

5. Click 'Add insight' to save

The new Insight is attributed to that customer and linked to the Request. Keep the customer's meaning intact and include enough context to explain the need.

Find past Insights

1. Open the Request's 'Insights' tab

2. Click 'Find past insights' and wait for the search to finish

3. Review the evidence attached to the Request and unlink anything that does not support it

The search looks through past Requests, comments, tickets, and Support conversations and attaches matching evidence to the Request. After a search, the control changes to 'Search again'.

Correct an Insight link

1. Open the incorrect evidence in the Request's 'Insights' tab

2. Open its 'More actions' menu

3. Choose 'Unlink'

4. Return to the original feedback or source workflow and link it to the correct Request if needed

Unlinking removes the association with this Request. It does not delete the original feedback, and it does not undo a Request merge. If the item is a merged Request, use unmerge instead.

FAQs