How to moderate feature requests on feedback.wingtra.com (internal)

Documentation about the responsibilities of the canny / feedback.wingtra.com owner.

This documentation is for the canny owner in the customer success team. If you are looking to get started with canny in another capacity, you will find everything here.

Guidelines for public / internal comments / statuses

1. Most posts don't need an answer, except top 10 and top 10 trending posts which require more attention from Wingtra side
2. Everybody is welcome to post internal comments and to @mention other Wingtranauts
3. Everybody is welcome to post feature requests, upvote feature requests or upvote on behalf of customers
4. The post owner of the majority of posts is Julian Surber.
5. Only post owner and support owner (Luka) should update post statuses and write public comments

Responsibilities of the post owner (Julian)

1. Update post status
2. Use public comments for
   1. Clarifying details about a post / asking questions
   2. Posting a meeting link for research calls (to answer more complex questions / interview for use cases)
   3. Set expectations if you update the status of a post and you already know it will only be partially addressed or there will be remaining limitations
3. Update ETA and decide if it should be public or team internal

To find out how to filter posts by post owner to find out which posts you own, please watch the loom video:

Responsibilities of support owner (Luka)

• Overarching goal: facilitate customer feedback for our development team and engage customers
• Read all feature requests (1-3x per week), ideally Monday evening / Tuesday morning after the canny customer email (list of canny emails)
• Merge similar feature requests (1x per week)
• Educate users and manage expectations where appropriate (e.g. if you set longer flight times to planned, also post that it will depend on temperature, flight altitude, transition altitude etc), cross-link to KB
• Assign every feature request to an appropriate internal owner (Julian S)
  • @mention the owner in INTERNAL comments or call on skype if details or planned changes, reasons for constraints are unclear or if you have other questions
• Educate yourself about google sheets roadmap AND the roadmap in aha (pw: wingtra.one). Leave post updates to the post-owner.
• If a feature request is not understandable, ask for clarification, if needed edit it.
• Open a ticket if a post is not a feature request but a support case. Tell the user and then delete the post.
• Delete inappropriate, aggressive or ranting posts.
• Add new distributors person by person to give access to the distributors feedback board
• Promote the tool within Wingtra and the team
• Keep an eye on usage of the tool and on settings (for example save a Wingtranaut who posts accidentally public instead of internal)
• Escalate / react if conversations go south
• Make sure users have names (2x per month)