Kayako is a comprehensive helpdesk used by tens of thousands of organizations, all around the world. That means we receive a lot of great feedback, suggestions and wishes from customers of all shapes and sizes.
Unfortunately, this means we need to say 'no' a lot more than we would like. In fact, in many cases we are unable to provide a response or timeframe to each feature request. However, we do read all of the feedback and suggestions sent to us, and prioritize feature request based on a number of factors.
We want to be transparent about the way we handle feature requests, so have outlined our policy and the way we work below.
Feature requests in general
- You are invited to share your feedback and suggestions about feature requests in the feature requests sub-section
of the community forums. - We do not implement features based solely on their popularity - we take a number of factors into consideration.
- We do not provide ETAs for feature requests or publish roadmaps.
Making a feature request
We regularly review feature requests and suggestions made on the forum. The forum is where suggestions start out, where they gather popularity and evolve as ideas.
- Before creating a new feature request, search the feature requests forum to see if someone else has requested it. If you show your support for an existing request, it is more likely to gather attention than if you post a duplicate one.
- If you want to support an existing feature request, add a reply to the relevant posting on the forum.
- If you need to create a new feature request, create a new posting in the appropriate section.
Tracking feature requests
- When we decide to implement a feature request, we may log it in our development tracker.
- When we schedule a feature request, we will set a 'target version' for the entry in the development tracker.
- Remember that we do not publish distant roadmaps, so to maintain flexibility and minimize disruption due to changing customer demands. We have internal product roadmaps to plan our future releases. Scheduling in the development tracker does not tell the whole story, but it as well as our blog indicates what is coming up soon.
What goes in, what stays out
We take into account a number of factors when deciding which feature requests to implement. This is a combination of feedback from our customers, our own market research, how it fits in with our long-term product plans and the availability of our team.