Genesys Cloud - Main

 View Only

Discussion Thread View
  • 1.  Status updates for Ideas on the Board

    Posted 11-15-2023 16:12

    Maybe it is just me, but I find it super frustrating when the status of an idea on the board is changed with no explanation, or when an idea is aging with no comments or updates. 

    At a minimum Genesys should be adding a comment when the status of an idea is changed, but preferably they should be adding a comment whenever they "regularly review" an idea?  Many ideas feel like they are just out there dying on the vine.  So we are forced to ask for an update...and sometimes even those questions seem to go unanswered.  If someone is truly in and reviewing the ideas on a regular basis, can't they take some time to update the idea to keep us customers in the loop and not force us to babysit the ideas and try to track down an update ourselves? 

    Another option would be to add the name and email address of the person at Genesys that owns the idea so we can contact them directly if we needed an update.  



    Jason Lorden
    Independent Health Association, Inc.

  • 2.  RE: Status updates for Ideas on the Board

    Posted 11-15-2023 17:06

    It's not just you.

    I also find it irritating that ideas with lots of votes / comments / interest seem to get no traction, whereas others that garner almost no feedback get fast-tracked. I appreciate that some are a precursor to greater things, but seriously? Is there a two-tier system here?

    Paul Simpson

  • 3.  RE: Status updates for Ideas on the Board

    Posted 11-15-2023 21:26

    You'll get no argument from me.  I think a number of us have voiced our frustration and disappointment with how the ideas board is managed and sadly I don't see much improvement.

    Case in point is where an idea may have accidentally been marked as "will not implement" (or even intentionally).  There's no feedback as to why, asking for a review goes nowhere.  It's almost like once an idea status is changed, the PM for that product line no longer gets notifications (or stops looking).  The other key thing that frustrates some of us at times are the ideas that are a number of years old but only seem to get copy/paste updates saying the same thing with some buzzwords ("research spike" seems to have been a favourite at one point).

    Not all being negative, I have to give kudos - there are a few PMs that are actually really good at keeping involved and communicating.  I can't help but wonder if there's an actual system problem with how it operates too.  

    I'd be interested in whether Genesys could run a report of all ideas, date of last comment and date of last response.  If my ideas are anything to go off you'll see a number where someone's made a decision to just close them and block me.  I get enough of that in my personal life ;)

    Vaun McCarthy

Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources