ChannelEngine: how to submit feature requests

About this article

This article describes how to submit feature requests on ChannelEngine.

Table of contents

Introduction

Submit a request

Track the request status

Introduction

As ChannelEngine grows and its products evolve, it is important to take customers' and partners' feedback into account when planning features.

Provide your feedback and submit feature requests through ChannelEngine's Customer Portal so our Product team can shape the roadmap and take your ideas into account.

Note that submitting a feature request does not guarantee that the requested functionality will be added. We carefully evaluate requests based on customer needs, product direction, impact, and feasibility.

Submit a request

To submit a feature request, follow the steps below.

1. Log in to the Help Center. If you do not have an account yet, click Sign in. In the Sign in to ChannelEngine dialog box, you can find different options for signing up and getting a password. 

   

2. At the top of the page, click Submit a request.

   

3. On the Submit a request page, choose the form that fits your request. If you are not sure whether your request is a support or feature request, submit a support request and our team will route it for you.
   • Support request - to reach out for help with issues, errors, setup, or questions. To learn more about support requests, check out ChannelEngine: how to contact Support and get help.
   • Feature request - to suggest new functionality or improvements to the existing functionality.
4. On the next page, enter the required information. It is important that you enter as much information as possible to help the Product team evaluate and prioritize your feature request.
   • CC (optional) - add an email address to copy a user on the ticket. To add multiple users, use a comma to separate each email address.
   • Tenant account URL - paste the URL of your tenant on ChannelEngine, e.g.: https://[my-store].channelengine.net.
   • Subject - provide a short title that summarizes your request.
   • Description - provide a broader description of your idea, focusing on the problem you would like to see solved – rather than on how you would do it. If you have a relevant example that can help you describe the idea, make sure to mention it.
   • Where does this occur, and who is affected? - describe how this issue affects your ChannelEngine workflow, feature, marketplace, or process and which users or teams are involved.
   • What is the impact on your work or business? - explain why your feature request matters and provide a concrete example where possible.
   • How do you handle this today? - describe any workaround you currently use.
   • How often does this occur? (optional) - if known, indicate the frequency or scale, for example, the number of users, orders, products, or channels affected.
   • Supporting information (optional) - add any extra information, such as examples or links, that help explain the request.
   • Do you have a suggested solution? (optional) - if you have an idea for how this could work, describe it here.
   • Attachment - attach files that clarify or support your idea. E.g.: a screenshot of your ChannelEngine environment.
5. When you are done, click Submit. 

After you submit a request, ChannelEngine sends a confirmation email to your inbox that contains your request details, such as its ID, status, and assigned priority.

At the bottom of the email, click View ticket in Zendesk Support to view your request. Alternatively, follow the steps below to track the request status.

Track the request status

All requests are processed and reviewed by ChannelEngine's Product team. Subsequently, ChannelEngine decides if and how the idea moves forward.

To track your feature and support requests:

1. Click your profile icon in the upper-right corner of any Help Center page and select Requests.

   

2. The page displays all requests that you submitted with the following columns: Subject, ID, Created date, Updated date, Status, and Requester.
    

   

3. Use the search bar to find a specific request or select it directly from the list to open it.
4. View your request details and check its status.

The following statuses apply:

• Open - the request has not been reviewed yet.
• Pending - the request needs more clarification or is under review.
• On hold - development - the request has been passed to development teams for further discussion.
• Solved - the request has been implemented and is available for use.