Product feedback guidelines & how to write a good feedback request

Welcome to the TOPS [ONE] Product Feedback Guide!

No one knows our products better than you, our users. We love hearing about how you use our tools and what would make them better.  

This topic is for product feedback about TOPS [ONE]

We get hundreds of requests per month. So here are a few guidelines on how to use the Product Feedback template, so that our Product team can effectively use and apply your feedback:

 

Feedback and constructive criticism are welcome. Disparaging, harassing, mean, or snarky remarks about TOPS Software, its employees, vendors, partners, or other community members will not be tolerated. We’re all friends and professionals, so let’s keep it polite. 

 

Create a ticket

Contact our  TOPS [ONE] Customer Support and let them know about the feature or change you want to see. Reference the information below. The more information the better. 

 

Give details, examples, and tell us about the problem you’re trying to solve

Our Product Managers are problem solvers! The most helpful Product Feedback posts are the ones that describe the nature and scope of a problem. Try to share the following information in your post or comment: 

  • Feature Request Summary
  • Use Case
  • Product limitation or missing feature
  • Business impact of limitation or missing feature
  • Other necessary information or resources

In order for us to send the request to our product team, all parts must be filled out.

It's much easier for us to address a suggestion if we clearly understand the context of the issue, the problem, and why it matters to you. 

Rest assured we will read your submission, but we may not respond

Our Product Managers dedicate time each week in the community to read your submissions, answer your questions, ask you questions about your feedback, and lead conversations around areas they’re focused on.

That said, we simply can't respond to everything. (Remember what we said about hundreds of submissions per month? ...yeah. There just aren’t enough hours in the day!)

TOPS team members may engage in conversations, ask follow-up questions, or even start threads on topics they’re exploring. If your post or comment doesn’t receive a response, don’t worry. We’ve seen it, and we’ll let you know if and when we have any updates to share.

Submissions are not guaranteed a response or inclusion in any product backlogs or roadmaps. This template is simply for sharing your challenges and how you use the product, but it is not a case/resolution system. 

 

We don’t share timelines

Occasionally, we’ll share very general ideas of what is or isn’t on a roadmap, or roughly when you might expect to see something roll out. However, we do not share specific dates. Any timelines we share are not guaranteed and are subject to change without notice. 

There are situations where we aren't ready to share what we're up to or it's not reasonable for us to give specifics. While we are as up front as we can be, our roadmap is full of projects and we generally don’t provide timelines for new features or changes. If we do provide a timeline, know that it is subject to change.

 

Thank you for reading this and for understanding how we address suggestions. We value all feedback and we're happy to have a place to engage in these conversations.

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