Suggested "best practices"
You are free to use Feature Upvote however you want. However, we’ve put together this list of suggested best practices that you can use as a starting point for your own needs.
Adapt it, and share with your team. It will help make sure your team uses Feature Upvote consistently!
One idea per “suggestion”
Customers sometimes suggest multiple ideas in one “suggestion”. For example, “Add PDF export, and also change the default color.” Before approving this, split it into two suggestions.
Correct typos and bad grammar in suggestion titles and descriptions
Your feedback board is part of your company’s public identity. Typos and bad grammar can create an impression of sloppiness or bad quality on people visiting your feedback board. So make sure to clean things up.
Customers don’t mind that you’ve tidied up their suggestion, as long as the core content is unchanged.
Edit out crudity and profanity before approving suggestions
Profanity alone isn’t a reason to reject an idea. If the underlying suggestion is reasonable, clean it up and approve it.
Approve or reject suggestions as soon as you can
Customers check back on their suggestions. To show that you are listening to their feedback, aim to moderate all new suggestions at least once per week. By default you’ll receive a weekly summary of new suggestions via email, so use this as a reminder each week to keep your board in order.
Our moderation tools make it easy to approve and reject multiple suggestions at once.
Use the “upvote on behalf of customers” feature liberally
When a customer makes a feature request via email or other channels, check if it already exists on your feedback board. If it does, use the Upvote on behalf of customer feature to add their vote. Then let them know with the following text:
Thanks for the suggestion. It is already on our list of future ideas, so I added an upvote on your behalf.
Regularly check if any existing suggestions have already been done
It is easy for your feedback board to get out of sync with the actual status of your product. So once a week, set the filter to “All except done”, then run your eye quickly over the suggestion titles to see if any should be marked as done.
When marking a suggestion as “done”, add a comment
Explain that it is done, and add a link to any relevant blog post or docs page. This ensures that anyone who is following the suggestion via email notification will be able to find their way to more info.
Keep it short, though. Comments are not an ideal place for a detailed description of completed features.
Add your own “best practices”
This list is just a starting point for your team practices. Make a copy of this list, and add your own processes. Your team will be grateful for the clear guidance.