Title: Product feedback
Author: WordPress VIP Documentation
Published: May 16, 2021
Last modified: November 18, 2024

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 1. [VIP Support](https://docs.wpvip.com/vip-support/)
 2. Product feedback

#  Product feedback

WordPress VIP aims to build business sustainably through passionate and loyal customers,
a core tenet of the [Automattic Creed](https://automattic.com/creed/). Listening
to customer product feedback is a key way to achieve that aim.

Feedback is used to identify the most important features, ideas, pain points, and
opportunities that can help customers get more value from enterprise WordPress, 
WPVIP, the WPVIP Platform, and WPVIP’s services—all as efficiently as possible.

## How to submit feedback

A user must have an existing account on [WPVIP’s Feedback Portal](https://portal.feedback.us.pendo.io/)
to submit feedback.

Once an account is created, new feedback and requests can be submitted on an ongoing
basis. Feedback and requests should be written as clearly and concisely as possible.
Explanations should be provided for why the feature is needed and its potential 
impact.

### VIP Dashboard

For WPVIP customers with access to the [VIP Dashboard](https://docs.wpvip.com/vip-dashboard/),
to create a new user account for WPVIP’s Feedback Portal:

 1. [Log in to the VIP Dashboard](https://docs.wpvip.com/vip-dashboard/vip-dashboard-log-in/).
 2. Select the “**?**” icon with the text label “**Help Center**” located in the upper-
    right corner of the VIP Dashboard.
 3. Select the tab labeled “Resources”.
 4. Select the “Provide product feedback” link located at the bottom of the “Resources”
    panel, then follow the prompts.

### WPVIP Support Zendesk

If the VIP Dashboard is not accessible by a WPVIP customer, a new Feedback Portal
account can be requested in [a ticket submitted to the WPVIP Support team](https://wordpressvip.zendesk.com/).
Customers can also reach out to an assigned Relationship Manager.

## The feedback process

WPVIP reviews all requests as they are submitted. Most requests move to the “Awaiting
Feedback” status where customers can vote, prioritize, and explain how they would
use or benefit from the request. This feedback is used by WPVIP to guide the development
process in what is released and how it is prioritized.

If it is not possible for a requested feature to be actively worked on in the next
2 years, the request will be moved to the “Not at this time” status.

Requests are marked as “Not at this time” out of respect for a customer’s time and
expectations. After a reasonable amount of time, a request can be made again if 
the evolution of the WPVIP Platform’s tooling has not yet satisfied the original
request, and the need for a solution remains.

Requests with an “Awaiting Feedback” status will be reviewed quarterly, and updates
will be added to the request as appropriate.

Once planning for a specific feature has begun, the request will move it to a “Planned”
status. When engineering work begins, the request will transition to “Building” 
status. Requests with a “Planned” or “Building” status will be reviewed about once
a month. More frequent updates occur for requests in “Planned” or “Building” status.

[WPVIP’s product Feedback Portal](https://portal.feedback.us.pendo.io/) always has
the most up-to-date information about WPVIP products, what will be built next, and
explanations for each status update.

Members of WPVIP’s Support team and Relationship Managers do not have the ability
to provide an estimate for when a request will be reviewed. However, if needed, 
they can assist with locating feature and product requests in the Feedback Portal.

Last updated: November 18, 2024