Canny

OVERVIEW

Canny is a feedback board and roadmap tool for product teams. Customers and staff post feature requests, vote and comment, and the team moves each request through statuses such as planned, in progress and complete. Autopilot, its AI feature, reads connected support chats, sales calls and public app reviews. It pulls out feature requests, files them as ideas and attaches repeat requests to an existing idea instead of creating duplicates. The practical use is a product team that hears the same request in many places and wants one counted list.

Autopilot can act automatically or hold its suggestions in an inbox until someone approves, merges or deletes them. An audit log shows what it captured and merged, and actions can be undone. When you change a request's status, Canny emails everyone who voted on it unless you untick the notify option for that change. So only mark a request complete after the change is live for those customers. A bug fix triggers these emails only if the bug was logged as a Canny post.

What the workflow does

• Autopilot feedback discovery: Reads connected sources such as Intercom, Zendesk, Help Scout, Freshdesk, Gong, Zoom and Slack, plus public reviews on G2, Capterra, Trustpilot, the App Store and Google Play, and files feature requests as ideas.
• Duplicate merging: Attaches repeat requests to a matching idea so votes and demand are counted together.
• Audit log and manual mode: An audit log shows what Autopilot captured, merged and organised; actions can be undone, or held for approval in the Autopilot inbox.
• Feedback board and roadmap: Customers and staff post, vote and comment on requests; statuses feed a roadmap and changelog.
• Status change emails: Voters are emailed by default when a request's status changes; an admin can untick the notify option for a single change.
• Smart Replies: Can automatically ask customers follow-up questions about their feedback.

FROM INPUT TO RESULT

How the workflow works

1. 1

   Connect one support source and set Autopilot to manual mode so its suggestions wait for review.

2. 2

   Check a week of suggestions for wrong merges, missed requests and spam.

3. 3

   Switch to automatic actions for sources that proved accurate, and agree who may change statuses.

4. 4

   Before marking a request complete, confirm the change is live, since voters are emailed by default.

WHAT IT OFFERS

Key features

• Autopilot feedback discovery

  Reads connected sources such as Intercom, Zendesk, Help Scout, Freshdesk, Gong, Zoom and Slack, plus public reviews on G2, Capterra, Trustpilot, the App Store and Google Play, and files feature requests as ideas.

• Duplicate merging

  Attaches repeat requests to a matching idea so votes and demand are counted together.

• Audit log and manual mode

  An audit log shows what Autopilot captured, merged and organised; actions can be undone, or held for approval in the Autopilot inbox.

• Feedback board and roadmap

  Customers and staff post, vote and comment on requests; statuses feed a roadmap and changelog.

• Status change emails

  Voters are emailed by default when a request's status changes; an admin can untick the notify option for a single change.

• Smart Replies

  Can automatically ask customers follow-up questions about their feedback.

IS IT A GOOD FIT?

Who it’s for

CONNECTED TOOLS

Integrations

Listed tools for this workflow. Confirm current support and setup with the provider.