Overview

Set up Requests with one category and one way to collect feedback, then process a real Request from start to finish. Once that works, add more channels, refine your workflow, and share plans with customers.

Understand Requests with one example

Imagine a customer, Alex, tells your Support team: "I need to export our monthly usage so I can share it with finance."

• Request: Export monthly usage, the improvement your team tracks

• Insight: Alex's message and its source conversation, the evidence that explains the need

• Requester: Alex, the person associated with the Request

If another customer asks for the same improvement, keep their context with the existing Request instead of creating a second one.

Choose your setup

• Customer-facing collection: Set up a Feedback Portal, Feedback widget, or embedded portal so customers can submit feedback themselves

• Internal collection from Support: Capture feedback from conversations while your team helps customers

• A combined setup: Collect through both paths and manage the resulting Requests together

Use Ways to collect feedback to compare channels before installing one.

Set up Requests

Create your first category

Open Settings → Requests → Management and select Categories. Create a category for the feedback you want to collect, then choose its audience and submission form.

Keep the first form focused on what your team needs to understand the Request. The category guide covers setup, and category access and Request visibility explains public, restricted, and internal collection.

Connect a collection method

Open Settings → Requests → Collection and configure your first channel. For the Feedback Portal, set Request sorting and visibility under Layout, the welcome text under Wording, and posting, voting, and moderation rules under Participation.

For internal collection, start with a Support conversation that contains a clear customer need.

Choose how much to automate

Open Settings → Requests → Autopilot and set Automation level:

• Off: Review incoming Requests and merge duplicates yourself

• Assisted: Let AI link matching Insights, then approve merge suggestions yourself

• Automatic: Let AI also merge clear duplicates, while your team reviews uncertain matches in Triage

The same page has a separate Organize submissions with AI switch for customer submissions. A new Workspace starts with Automatic selected and this switch turned on. Set up AI Autopilot for Requests explains both controls and what still needs review.

Process your first Request

Using Alex's example:

1. Open the Support conversation and capture the need, or open an incoming Request from your collection channel

2. Check whether the same need already has a Request before creating another one

3. Give the Request a clear title and description that explain the customer problem

4. Check its linked Insights and Requesters, and confirm Alex is listed as a Requester

5. Choose the category, status, and person responsible for the next action

For portal feedback that needs a decision, open Requests & Insights → Triage and work through the queue. For detected Support feedback, review it in the conversation. Creating and managing Requests covers the request-editing steps.

Share progress with customers

Use a comment to ask a question or explain your response. When the Request's status changes, send a status update and choose the appropriate follow-up for linked Support conversations.

FAQs