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VIP product feedback

WordPress VIP aims to build business sustainably through passionate and loyal customers, a core tenet of the Automattic 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, VIP, the VIP Platform, and VIP’s services, all as efficiently as possible.

How to submit feedback

A user must have an existing account on VIP’s Feedback Portal 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 VIP customers with access to the VIP Dashboard, to create a new user account for VIP’s Feedback Portal:

  1. Log in to the VIP Dashboard.
  2. Select the button labeled “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.

VIP Support Zendesk

If the VIP Dashboard is not accessible by a VIP customer, a new Feedback Portal account can be requested in a ticket submitted to the VIP Support team. Customers can also reach out to an assigned Relationship Manager.

The feedback process

VIP 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 VIP 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 VIP 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.

VIP’s product Feedback Portal always has the most up-to-date information about VIP products, what will be built next, and explanations for each status update.

Members of VIP’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: December 22, 2023

Relevant to

  • Node.js
  • WordPress