At Workiva, we believe that your insights and suggestions are invaluable. Our customer-product feedback process is designed to ensure that your voice is heard and your feedback is managed efficiently. Here’s a detailed look at how we handle feedback from start to finish, so you know exactly what to expect when you share your thoughts with us.

1. Submitting Your Chains product Feedback

When you submit feedback through the Workiva Community, your feedback could relate to a new feature, an enhancement to an existing one, or any other product suggestion you have. Here’s what happens next:

You can submit your feedback with community post or support portal

• Support portal link
• Community forum

• Feedback should have a clear overview of the idea and why it is worth considering
• What feature/aspect of the product it relates to: For chains, highlight the specific part it relates to (e.g., GroundRunner, Variables, Passing Input, Outputs, Schedule, Chain Environment, Error messages)
• Summary of the idea: Briefly describe the core concept of the idea. What is the main innovation or improvement being proposed?
• Provide an attachment to make it more clear
• Problem Statement: Clearly outline the problem or pain point this idea addresses. Provide context about the current situation and why this issue is significant.
• Proposed Solution: Explain how your idea addresses the problem. Include details about how the solution will be implemented or integrated into the existing product.
• Benefits: List the key benefits of implementing this idea. Highlight how it will add value to users, improve the product, or meet business objectives. 
• Immediate Acknowledgment: Shortly after you submit your feedback, you'll receive a prompt email reply from the Workiva feedback team. This email thanks you for your contribution and confirms that your feedback has been logged with our Research and Development (R&D) team.

• Feedback Managers will…

• Triage the customer’s request
• Connect the request to a corresponding R&D ticket in Workiva
• OR create a new R&D ticket in Workiva needed

2. Feedback Status Updates

In the same email, we provide you with the current status of your feedback. This helps you understand where your suggestion stands in our product development pipeline. The possible statuses include:

• Proposed: Your feedback has been received and is being considered.
• On the Roadmap: Your suggestion is planned for future development.
• Prioritized: We’ve acknowledged the importance of your feedback and are actively working on it.
• Not Planned: Unfortunately, the current assessment indicates that we are not planning to implement the feature at this time.

3. Tracking Your Request

We understand that you want to stay updated on the progress of your feedback. That’s why we provide a link in the acknowledgment email to view your request on our Support Center under “My Activities.” This portal allows you to track:

• My Requests, which are those they've submitted as feedback (or support issues)
• Requests I'm CC'd on, which are those they are included in as CC (useful for tagging other team members in the same org)
• The request ID, which is the same as the ticket number on the Zendesk end

• The status of my requests.

• You can click on any request to see more, and respond back to the request via this portal, including any attachments if they want. This behaves much like an email and sends a new comment/update to the ticket.

4. Follow-Up and Continuous Engagement

Our commitment to transparency and communication extends throughout the feedback lifecycle. You will receive periodic follow-ups which may include:

• Status Updates: Regular information about any changes in the status of your feedback. (From #2)
• Non-Implementation Notices: If a feature is determined not to be planned, we’ll let you know.
• Beta Availability: Information on whether a beta version of the feature is available for you to test.
• Release Timing: Details on when and how the feature will be rolled out.
• Final Decisions: Communication if a feature is ultimately not planned for development.

5. Your Feedback Makes a Difference

Every piece of feedback helps us enhance our products and services. By participating in our feedback process, you’re contributing to the ongoing improvement and innovation at Workiva. We appreciate your engagement and are committed to keeping you informed every step of the way.

Thank you for being a crucial part of our development process. Your feedback not only helps us improve but also ensures that our products meet your needs and expectations. If you have any questions or need further assistance, our feedback team is always here to help.

Stay tuned for updates, and thank you for helping us shape the future of Workiva!