Requests overview
Collect customer feedback, connect it to Requests, and keep customers informed as your plans change.
Written By Robi Rohumaa
Last updated About 1 hour ago
Overview
Requests brings customer feedback into one place so your team can understand demand, decide what to build, and share progress. Collect feedback through your portal, inside your product, or from Support, then connect the original customer context to the Requests you manage. The Feedback & Roadmap demos show this workflow in short videos.
You can work through feedback yourself or let AI Autopilot organize submissions, link matching Insights, and merge clear duplicates.
Requests, Insights, and Requesters
Requests organizes feedback into three connected records:
Request: An idea, problem, or improvement your team tracks and acts on
Insight: A piece of customer feedback that explains the need, such as a Support conversation or a customer quote
Requester: A person associated with a Request
One Request can have many Insights and many Requesters, so several customers who describe the same need in different words all support one Request. Getting started with Requests walks through one example.
Note: Linking an Insight does not always add its author as a Requester. Review Insights and Requesters separately when you record demand.
Collect feedback
Choose the collection methods that fit how customers already reach you:
Feedback Portal: Let customers browse, submit, vote on, and discuss Requests on your Feedback Portal
In-app feedback: Use the Feedback widget or embed the portal in your product
Support and integrations: Capture needs from Support conversations and connected sources
API and imports: Bring feedback through the API or migrate an existing backlog
Review and organize Requests
Handle incoming Request decisions, duplicate suggestions, and suspected spam in Triage under Requests & Insights → Triage. Review feedback detected in Support from its conversation in the Inbox.
Keep the Request itself focused on the need and edit its details as you learn more. Use Insights for supporting context, Requesters for the people behind it, and categories and labels to organize the work. Save filtered views for the Requests your team needs to revisit.
Note: Publication is a separate choice. Moderation controls approval, while category access and Request visibility control the audience.
Prioritize what to build
Compare Requests using customer and company data, the Impact score, and your team's value and effort scores. Feedback analytics shows activity and engagement over time. Read the supporting Insights alongside these signals before you decide.
Share progress and follow up
Use Roadmaps to share plans, comments to discuss a Request, and status updates to tell affected customers what changed. A status update can also reply to customers in linked Support conversations. Announce shipped work to everyone with Updates.