How many votes does it take to get a feature request implemented?

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  • Updated 4 months ago
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Sorry but there's not a specific number or simple answer to this question. 

We realize it's frustrating when you see a feature request here on the Community that is many months, or in some cases even several years old, that has not yet come to fruition. So please keep the following in mind. 

1. Although this community is the primary source for customers to suggest and vote in ideas, it is not the only source of information for our Product Team.  We collect data from numerous other sources which assists in the prioritization process.

2. Some ideas are not as easy to implement as some would think. The entire architecture of the RingCentral system is very sophisticated. Some features require far more time and resources than it would appear on the surface. Our product team must carefully weight out the pros/cons, cost/benefits etc, and do what helps the most people and moves the company/product in the right direction so that it benefits the most people.

3. There are often system limitations associated with various operating systems. Sometimes something that is very simple on Android might be impossible on iOS or vise versa.  We try to keep parity across all products but it's not always possible. 

4. Some features while planned or under consideration, might easily be delayed due to other items that have already been planned or in the pipeline for production, but must be put on hold as to move forward with existing planned features to keep the product releases on schedule. 

This list is not by far not complete, but I hope this helps you all understand.   Again we understand the frustration many of you feel, but, RingCentral does have a very aggressive release schedule.  We push out updates approximately every 2-3 months.  Although your personal feature request may not be in the list, we are satisfying the needs of many users with every release.  

We encourage everyone to take a look at the report from Gartner which shows that RingCentral is a Leader in the industry.     Gartner Magic Quadrant


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Mike, Official Rep

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Posted 7 months ago

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Cecile Glassy, Champion

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Great detailed info Mike - thanks for sharing this.    
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Len Rosen

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How about just a simple answer to a simple question ? If many users have been complaining about the same issue for 3+ years , just tell us you either cannot or have no plans to address the issue! I don’t understand the lack of communication which just leads to continued frustration. Better to know now that we should explore other options as there are many providers out there that are more receptive to critical feedback and address issues head-on.
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Mike, Official Rep

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I realize that seems like a simple question/answer but there's still no simple answer.  The Community platform really doesn't give us the sophistication in status settings that we wish we had.  In reality a topic with "no status" is generally still open for consideration.  We actually get just as many comments, and questions on Feature Requests as we do on ordinary Q & A topics.  

It's not that we, (our product team), or anyone is ignoring the thread, but it's very time consuming to respond to the dozens of posts made each day.  Some of the answers you are looking for are only available through our Product Team. We do our best to communicate with them, but pulling them away from their actual product management and coding activities to respond to every single post would further delay the development of the many desired features. 

History has shown that many of these types of discussions turn argumentative in nature, consume more time, take resources away from where they are needed, and accomplish nothing productive. 

Therefore there are scenarios and situations where it's best not to respond/engage. 

Mike
(Edited)
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Rob LaRose, Champion

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Thanks for this, Mike.  It is encouraging to see that customer questions about the process are being heard.

   But as I see it, the recent discussions around this issue in other threads have not really been about "why isn't this feature implemented?"  It's been about the community/forum/"idea" model for feature requests.  I think the chatter is more about customer support/communication than about development/engineering.

   I am a big booster of a good user-to-user forum for sharing strategies and workarounds for specific needs and product feature holes.  I'm also a big supporter of a public-facing / voting-supported feature request system.  As implemented here, though, there are some prominent problems:

1) Hit-or-miss curating of feature requests.  An informed, critical-thinking team needs to be constantly reviewing feature request threads, merging them when appropriate only when the request is clearly understood, and keeping customers informed.

2) Vote counts are not managed.  When feature requests *are* merged, vote tallies need to be merged.

3) Status needs to be utilized and honest.  There are requests with 3+ year ages that have no status (not even moved into the "under consideration" status, let alone planned/not-planned)  so this is either HONEST : Nobody who evaluates these has ever seen this request; NOT HONEST : The idea has been evaluated but RC is unwilling to tell the customers that it has been rejected or deferred and why; or NOT UTILIZED : see #1.

4) Bugs need to be tracked, too.  Bug reports are not feature requests.  Some of these are the product not working as intended.  These should be in their own category as Bugs, with details and resolution plan available to customers (obviously with redactions for security-sensitive exploitable issues).

   These to me are fundamentals that have nothing to do with which feature requests are implemented or why.
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Rob,  My responses are in italics following each item pasted below. 

1) Hit-or-miss curating of feature requests.  An informed, critical-thinking team needs to be constantly reviewing feature request threads, merging them when appropriate only when the request is clearly understood, and keeping customers informed. 

"I Agree.  This is a normal everyday piece of Community Maintenance.  Several times per week, sometimes daily we send reports and updates to the PM team so they stay on top of all feature requests.  Merging similar/duplicate content helps keep the Community focused and less cluttered" 
 MF

2) Vote counts are not managed.  When feature requests *are* merged, vote tallies need to be merged.

"This is automatic.  When topics are merged the vote counts are automatically combined and increase accordingly"  MF

3) Status needs to be utilized and honest.  There are requests with 3+ year ages that have no status (not even moved into the "under consideration" status, let alone planned/not-planned)  so this is either HONEST : Nobody who evaluates these has ever seen this request; NOT HONEST : The idea has been evaluated but RC is unwilling to tell the customers that it has been rejected or deferred and why; or NOT UTILIZED : see #1.

"See my response to Len above.  I realize this is a weakness. Consider any topic without a status as still being under consideration.  There just aren't enough status levels available on this platform."  MF

4) Bugs need to be tracked, too.  Bug reports are not feature requests.  Some of these are the product not working as intended.  These should be in their own category as Bugs, with details and resolution plan available to customers (obviously with redactions for security-sensitive exploitable issues).

"Bugs are tracked in a different system.  Whenever a support case is opened up, any issue related to a bug is tracked in a different system.  Each reported case is attached to a parent case and a separate internal ticket is opened.  These of course are also addressed and prioritized in a manner to fix the most critical issues that affect the largest population first."  MF
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Arron Voce

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What about AirCall, Vonage or other cloud based phone systems which are feature rich?
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Cecile Glassy, Champion

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This is a User Community for folks to help each other with RingCentral service or product issues and questions, provide dev ideas for product improvements. This is not a place to promote competing products. 
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Arron Voce

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Cecile, I think you have misunderstood. I am not promoting anything I am simply stating alternative cloud phone providers that have not been included in the Magic Quadrant.
If we are comparing phone systems surely it makes sense to include alternatives which invest heavily in their cloud technology and are very pro-active with development of their product.
(Edited)