No one knows our products better than you, our users. We love hearing about how you use our tools and what would make them better.
Here are a few guidelines on how to use the Product Feedback Community, so that our Product team can effectively use and apply your feedback:
Follow the Community Guidelines
Feedback and constructive criticism are welcome. Disparaging, harassing, mean, or snarky remarks about Zendesk, its employees, vendors, partners, or other community members will not be tolerated. We’re all friends and professionals, so let’s keep it polite. We don’t like having to remove comments, but we reserve the right to do so in order to maintain a positive community experience for everyone.
We receive hundreds of feedback posts every month, so there's a good chance someone has already made a suggestion similar to yours. Keeping conversations in existing threads makes them easier for others to find, and helps keep the community organized.
Vote for suggestions you like
Votes do matter! See a post or comment you like or agree with? Use that up arrow! Feel like making a post that just says "+1"? Please use votes instead. Post a comment to share your detailed use case.
Give details, examples, and tell us about the problem you’re trying to solve
Our Product Managers are problem solvers! The most helpful Product Feedback posts are the ones that describe the nature and scope of a problem. Try to answer these questions in your post or comment:
- What is the problem?
- Why is it a problem?
- How do you solve the problem today?
- How would you ideally solve the problem?
- How big is the problem (business impact, frequency of impact, who is impacted)
It's much easier for us to address a suggestion if we clearly understand the context of the issue, the problem, and why it matters to you.
Rest assured we will read your post
We read all of the feedback that comes through this forum. Yes, all of it! We take feedback seriously; it's driven many of the changes and improvements to our products over the years, and we believe it's a vital part of making Zendesk better.
That said, we simply can't respond to everything. (Remember what we said about hundreds of post per month? ...yeah. There just aren’t enough hours in the day!)
Zendesk team members may engage in conversations, ask follow-up questions, or even start threads on topics they’re exploring. If your post or comment doesn’t receive a response, don’t worry. We’ve seen it, and we’ll let you know if and when we have any updates to share.
We don’t share timelines
Occasionally, we’ll share very general ideas of what is or isn’t on a roadmap, or roughly when you might expect to see something roll out. However, we do not share specifics, and often can’t tell you exactly what’s on the roadmap for both competitive and legal reasons.
There are situations where we aren't ready to share what we're up to or it's not reasonable for us to give specifics. While we are as up front as we can be, our roadmap is full of projects and we generally don’t provide timelines for new features or changes. If we do provide a timeline, know that it is subject to change.
Thank you for reading this and for understanding how we address suggestions. We value all feedback and we're happy to have a place to engage in these conversations.
Posts will be archived after 6+ months of inactivity
In order to keep the community manageable, any conversations that go silent for 6+ months will be archived. They're still visible to our product teams and your feedback will still be taken under consideration, however, posts or threads with a low level of engagement typically indicate that they're not a significant need by many users.
We do not guarantee that your request will get developed
The purpose of collecting feedback from users is for product managers to understand how customers use our products and what problems they're running into. We do NOT use this forum like case resolution, and there is not a specific threshold of votes or comments that will get your request prioritized. It's more for discussion and understanding of challenges.
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