Feature requests are a ticket type like any other — with two differences: customers can upvote them, and you can show them publicly. That combination is what makes a roadmap rather than a backlog.
They live under Feedback portal, in Roadmap.
Three routes, and most teams use all of them: a customer submits one from the portal, someone posts one from the widget, or an agent creates one out of a conversation — which is the one that matters most, because the best requests arrive as complaints rather than as feature ideas.
Creating a request from a conversation also links the two, so when the thing ships you know who to tell.
Customers upvote requests they care about, and the count travels with the request. Treat it as a signal about strength of feeling rather than as a decision: the people who vote are the people who found the portal, which is not the same as your customer base.
Everyone who voted can be notified when the status changes, which turns a roadmap from a wall of text into something that closes the loop.
The roadmap starts with All, and you can add views next to it — saved filters over your requests, in the order you arrange them. Views are how “what's planned” and “what we've shipped” become separate things to look at rather than one long list.
The Ideas screen deals with requests one at a time: read it, and either skip it, reject it, or move it to planned.
Each request gets a score, from factors you define yourself in the roadmap settings — benefit factors that argue for building it and cost factors that argue against, each with a weight. Upvotes can be one of the factors, alongside anything else you track on a request.
The point isn't the number. It's that the factors are written down, so “why did we build that one?” has an answer everybody can see.
Any open roadmap collects the same idea five times in different words, and the votes scatter across all five. AI tools → Deduplicate scans your requests, groups the ones that look like duplicates, and lets you merge a group — which consolidates the votes rather than discarding them.
Review each group before merging. Two requests that sound alike sometimes aren't, and a merge is a lot easier to make than to undo.
A scan takes a few minutes on a big roadmap, and dismissing a group tells you nothing more will happen to it.
Changelogs are the other half of the portal: the posts that say what you released. Customers can subscribe to them and comment, which is the difference between a roadmap that people trust and one they stop reading.
