Skip to main content

Product suggestions

[admin] [tickets]

Your customers can suggest products they would like to see in the catalog via the portal (see Request a product? (Portal)). You collect all incoming suggestions here.

Who it is for​

Provider admins.

Where do I see customer suggestions?​

Support → Product suggestions

The support area has three tabs: Tickets, News and Product suggestions. Each suggestion appears as a card with title, customer, date and a short description excerpt.

Sort & filter​

  • Suggestions are sorted by date (newest first).
  • Filter dropdown at the top: All / With ticket / Without ticket, handy for example to see only the suggestions that do not yet have a case.

Suggestion detail​

Clicking a card opens the detail panel:

  • Customer data: name/company, email (as long as the customer still exists).
  • Full description.
  • Images: as a gallery; clicking opens the image at full size in a new tab.
  • Reference link: if the customer provided one.
  • Linked ticket: if present, with ticket number and status chip.

Ticket badge: what does it mean?​

A suggestion can be linked to a support ticket:

  • The customer checked "Create as support ticket" when submitting, or
  • you subsequently created a ticket from the suggestion (see below).

If the suggestion has a ticket, the card shows a status chip (e.g. "Open", "In progress", "Closed") in the ticket color. Via the ticket you can reply to the customer: the suggestion itself has no reply channel.

Create a ticket from a suggestion​

In the detail panel: "Create ticket". A support ticket is created with the customer (subject "Product suggestion: ...", title + description + link as the first message) and linked to the suggestion. From then on the communication proceeds like with any other support ticket.

Note: on creation no additional notification email is sent to the customer. As soon as you reply in the ticket, the customer gets the normal ticket reply mail.

If a ticket is already linked, the button is disabled. If the customer no longer exists (deleted), no ticket can be created.

Delete a suggestion​

In the detail panel: "Delete" (with a confirmation prompt). This:

  • removes the suggestion entry,
  • deletes the associated uploaded images from storage,
  • does not also delete any linked ticket: that stays in the ticket tab.

Email notification​

Whether you get an email for a new suggestion is controlled under Settings → Advanced settings → Email notifications (switch "New product suggestions"). Default: active. See Email notifications.

GDPR​

  • Suggestions store no additional personal data: only the link to the customer record.
  • If a customer is deleted, their suggestion is kept but anonymized: the customer reference is removed, and the detail panel then shows only title/description/images without names.
  • Uploaded images lie in the provider storage and are removed when the suggestion is deleted.

Related​