Triage feature requests
Review the suggestions visitors submit through the widget and the launcher, track them through statuses, and keep notes the submitter never sees.
Feature requests are suggestions visitors submit from the Support Hub's "Suggest an improvement" card or the floating launcher's menu. Each one carries a product category, an urgency, a title, and a description, plus the submitter if the embed passed their identity.
Before you start: the forms need at least one product category under Settings → Support Widgets → Support Hub, or visitors cannot submit; see Put the Support Hub on your site. A role with Read tickets.
Review the queue
Support → Feature Requests lists everything with its category, urgency, status, submitter, company, and date. Filter by Status, Urgency, or Category, or search title, description, and submitter.
A submitter shown as Anonymous means the embed did not pass the user's identity. The request is still real; there is just nobody to follow up with. Installing the identity snippet fixes that for future submissions.
Work a request
Open a row. The sheet shows the description, the submitter, and two things you set:
- Status: New, Reviewing, Planned, Shipped, Declined. Move requests through these as decisions are made.
- Internal notes: "Notes for your team — not visible to the submitter." They save when you click away.
Delete removes the request permanently. The dialog is clear that the submitter is not notified either way; there is no reply channel from this screen. If you want to tell someone their idea shipped, the submitter's email is on the sheet.
Use the numbers
Requests per account is a useful engagement signal: customers engaged enough to ask for things are rarely the ones about to leave. Filter by company to see who is asking.
When it goes wrong
- The queue is empty but visitors say they submitted. Check that the card or menu item exists and that a product category is configured; with none, the form cannot be submitted.
- Everything is Anonymous. The basic embed snippet is in use. See the identity snippet in Put the floating launcher on your product.
- The Category filter only offers a few values. It lists the categories present in the current results, not every configured one.