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Managing customer feature requests

Related products:Freshdesk
  • August 26, 2014
  • 3 replies
  • 67 views
M
Apprentice

Hi there, 


We are looking at ways of tracking the amount of times a feature has been requested to determine what should be implemented next. We would prefer to manage this through tickets instead of forums as we intend to use the forums internally however that may be the only option. 


What we envisage happening is something  like

- every time a feature is requested via a ticket, if that feature has been requested previously, merge the tickets. We will then need a way to track the amount of times a feature has been requested. 

- every time a feature is requested via a ticket, if that feature has been requested previously, merge the tickets. Have a custom ticket field dropdown, 1-100, and then change the drop down and manually keep track of the changes that way. 


Someone may have a better idea, but we are essentially trying to create a 'voting' system for incoming feature requests to determine relevance for clients. 


This is the one thing that may lead to us using a different product. 


Has anybody else figured out how to do this, or a product with similar functionality?


Thanks,

3 replies

J
Contributor
Hi Michael,

While forums are a better way to find out what customers are asking for, it is possible to track requests based on tickets too.
In case you are looking for a method where you don't have to merge tickets, I'd suggest you use tags for marking and keeping track of the tickets.
For example, if a customer has raised a ticket about feature request "X" , you could add the tag "X" to the ticket.
The next time the same feature request is raised, you can reuse the same tag.
The count can be found out either by filtering based on tag from ticket list view or from Admin>Tags.

The only thing that you have to be careful about is to make sure duplicate tags are not used to refer to the same feature.
Let me know if this works or if you need an alternative along with ticket merge.

 

A
Contributor

We use "New Features" as type field then once a week we speak about all tickets filtered by type

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hello,


In order to track similar requests, at Freshdesk, we use Linked tickets approach. When the agent receives a ticket, he/she searches for a related tracker ticket and if there's one already, they link the ticket to the existing tracker ticket.


Cheers!

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