What is Canny?
Canny is a customer feedback management platform that collects, organizes, and analyzes user input for product teams. It captures feature requests and feedback from multiple sources in one place. Teams use it to understand what users actually want before deciding what to build. Canny also handles the full customer feedback management loop: from gathering input to publishing updates back to users. A public or private feedback portal can be embedded directly in a product or website. The tool works on web and through integrations with support and project management tools.
Features & Benefits
- AI Feedback Discovery (Autopilot): Automatically capture and deduplicate customer feedback from connected support and conversation tools. Canny’s AI scans incoming conversations, pulls out feedback, and logs it without manual effort. Duplicate submissions are detected and merged so teams see accurate request counts. The customer feedback management process runs with minimal manual review.
- Smart Replies: Automatically send follow-up questions to users who submit feedback. The AI responds to posts to gather more context and uncover pain points teams might otherwise miss.
- Comment Summaries: Generate a condensed summary of long feedback threads. Teams get the key points from any discussion without reading every reply.
- Feedback Portal: Set up a branded board where users submit feature requests and vote on existing ideas. Portal access can be public or restricted to specific user groups. Custom colors, logo, and prompts match your product’s look.
- User Identification and Segmentation: Connect Canny to your existing user accounts to tie every piece of feedback to a real customer. Create segments by plan, revenue, renewal status, or custom properties to filter who wants what.
- Vote on Behalf: Manually add a vote or post on behalf of a customer to track feedback gathered through calls, emails, or support conversations.
- Revenue and Impact Analysis: See which feature requests come from customers with the highest spend or renewal risk. Filter feedback by company data synced from CRM tools to weight decisions by business impact.
- Prioritization Scoring: Build a custom formula that scores feature requests by impact and effort. Define factor weights that match your team’s priorities.
- Product Roadmap: Add top-voted requests to a roadmap in one click. Roadmaps can be public or private. Create separate roadmaps for different projects or audiences.
- Changelog / Release Notes: Publish product updates linked to the specific feedback posts that drove them. Users who voted on a request are notified automatically when it ships.
- Internal Comments: Leave team-only notes on feedback posts. Discussions stay in context without being visible to users.
- Pinned Comments: Surface a specific team response at the top of a feedback thread so it stays visible.
- Markdown Support: Format posts and comments with rich text including headings, lists, and links.
- Board Privacy Controls: Set each feedback board to public, private, or invite-only.
- Integrations: Connect to customer support tools, CRM platforms, and project management software to sync feedback and push updates across workflows.
What can Canny do?
- Collect and organize customer feature requests
- Automatically detect and merge duplicate feedback
- Score and prioritize feature requests by revenue impact
- Build a public product roadmap from user votes
- Track which customers requested which features
- Send automated follow-up questions to feedback submitters
- Summarize long feedback comment threads
- Notify users when their requested feature ships
- Filter feedback by user segment or company data
- Embed a feedback portal into a website or app
- Create private internal roadmaps for product teams
- Capture feedback from customer support conversations automatically
Real-World Applications
SaaS product teams with active user bases can use Canny to replace scattered spreadsheets and support tickets with a single customer feedback management system. When a new feature request comes in from a sales call or support ticket, a team member can log it directly in Canny or let Autopilot pull it from connected tools automatically. Over time, the platform builds a prioritized list of what customers want most, ranked by vote count and potential revenue impact.
Customer success and support teams may find the vote-on-behalf and user identification features useful for tracking verbal feedback. When a customer mentions a missing feature on a call, that input can be tied to their account and added to the correct post. This kind of customer feedback management gives product managers visibility into which requests come from the highest-value accounts, not just the loudest voices.
Startups and growth-stage companies building in public can use Canny’s public roadmap and changelog to keep users informed throughout the development cycle. Publishing a roadmap linked to actual user requests may increase user trust and reduce repeat inquiries about when features will ship. The changelog can notify users automatically when something they voted for goes live.
Enterprise and B2B teams handling a high volume of inbound requests may rely on the AI-powered customer feedback management features in Autopilot to keep their boards clean at scale. Deduplication prevents the same request from fragmenting across dozens of posts. Smart Replies gather more context without requiring manual outreach. Teams end up with cleaner data and more actionable insight into what their customers actually need.
