Technical support and feature requests

Sometimes you may find a problem or need a new feature. This article explains how to give us your feedback and how we'll use it.

How we handle feedback

Don't worry! If you just want to submit feedback or ask a question, you can skip the rest of this page. Keep reading if you want to know how we process feedback, when you can expect it to be implemented or fixed, how to request a timeline, and what happens if you need it ASAP but it's not a high priority for us.

Acceptance

If we need to change Idealink (such as adding a feature),  first we'll decide if we want to do it. Maybe your idea is great, but it's not within the scope of the software. Or maybe the changes would be good for you, but confusing to our other users.

No matter what we decide, we'll let you know. Even if we're not going to make the suggested changes, don't give up. Although we never develop custom versions of the software, often we can suggest a way to do something in a different way — for example, using the Idealink API, business rules, or other extensibility points.

Prioritization

So we accepted your quest — now we need to know how important it is to us. Since we unfortunately don't have unlimited developers (though we wish we did!), we keep an internal to-do list of tasks we're working on or will work on soon. This is usually a healthy mix of new features, improvements to existing features, and bug fixes. We'll add your task to our to-do list — usually somewhere in the middle. This list is internal and we tweak it every day based on development, market research, telemetry, and feedback.

We won't give you an implementation timeline because we simply don't know (unless it's at the top of the list). Which leads us to...

Estimates & tracking

So we've accepted your ticket, but you really need to know when it's going to get done (or maybe you need it done sooner). We can't do this for every request — it would be dishonest if we tried, since our to-do list is constantly changing. However, sometimes we'll agree to give you a timeline and let you know when the changes are available. This depends on the type of ticket:

  • Implementation requirements:

    You are an enterprise client in the implementation phase of your license. The requested changes are required for a successful implementation, as agreed upon by both Planbox and your representatives. (The implementation requirements may change during the implementation, as agreed by both parties.) We'll provide estimated timelines and status updates, let you know when the item is completed, and allow you to confirm the ticket is resolved before we close it.

  • Functional defects:

    You've found a significant problem that breaks Idealink functionality — for example, a bug that prevents you from submitting an idea, changing a status, creating a business rule, or otherwise using the system as it is intended to be used. We'll provide status updates and let you know when the fix is available.

  • Sponsored development:

    We've accepted the issue, but you need it ASAP and are willing to pay for it. You can ask to sponsor the ticket anytime after we accept it. If we allow the sponsorship, we'll move it to the top of our to-do list. We'll provide estimated timelines and status updates, let you know when the item is completed, and allow you to confirm the ticket is resolved before we close it.

    We only accept sponsorship that will benefit our other clients at our sole discretion and availability. Our first goal is to improve the product for all of our users, so we don't outsource our developers for work that doesn't help us in our mission. If you're not sure, just ask — the worst that could happen is we'll politely decline. :)

  • Enhancements/fixes (all other tickets):

    We really appreciate your feedback and we've added it to our to-do list, but we won't provide you with timelines or updates. That doesn't mean it won't get done soon — we might fix it the very same day if it's a bug, for example. Your feedback will be listed in our release notes when it's completed, but we can't afford the overhead of providing tracking for every ticket.

Thanks!

Whether you're an enterprise client or an individual user, we love to hear your feedback. You play a big part in deciding how we develop the product for all of our users, including ourselves. Thanks!

Enterprise routing

Enterprise clients only: if you submit a lot of tickets, you can make use of our routing automation by adding special keywords to your tickets and comments.

New tickets

When you submit a new ticket, you can include the following tags in your text:

  • #priority=low#priority=normal#priority=high, or #priority=urgent to set the initial priority. (This lets us know how important it is to you, but we might change this priority to fit it into our work queue. We'll let you know if we do.)
  • #type=rules to mark the ticket as a business rule configuration request. This routes it directly to your Planbox implementation contact.
  • #type=configuration to mark the ticket as a general configuration request. This routes it directly to your Planbox implementation contact.

Existing tickets

You can add a comment to an existing ticket with the following tags in your text:

  • #waiting to reduce the number of automated reminders you receive and extend the time limit for a response. This applies as long as the latest comment contains the tag. This is useful when the ticket is pending your response but you're waiting for something else on your end.

Feedback and Knowledge Base