Public Roadmap for Feature Development

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  • Updated 2 weeks ago
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When contacting support channels we are told "there's nothing I can do" by the support reps when raising issues of missing (yet necessary) features. We are told to post to the community "where engineers actively monitor what the community is looking for". Where this falls apart is when it faces reality. If posts are monitored, they are ignored.

I feel that as customers who are forced to use this platform (see above) we should be given some type of insight into which features are on the roadmap, and which ones are being ignored. There is simply no sense to features which have 100+ votes sitting idle, while other features (that aren't nearly as important) are regularly rolled out in feature updates. Responses of "we'll pass along your feedback to the team" or "they regularly look at what's being talked about" are common. A response I got today from a support rep: "I understand that. And my apologies. All I can do on my end is forward this feature request. I hope you understand that we don't have the authority on this. All I can do is forward this." Based on experience so far I envision them eating popcorn and chuckling at the increasing frustration of customers who have been waiting for years for something as simple as a proper fax confirmation email or the ability to export SMS messages.

Quick examples of posts from 2+ years ago that haven't been implemented:
https://community.ringcentral.com/ringcentral/topics/ability-to-receive-verification-code-text-messa...

https://community.ringcentral.com/ringcentral/topics/conference-calls-more-dial-in-phone-numbers-for...


Quick examples of posts from 4+ years ago that haven't been implemented:
https://community.ringcentral.com/ringcentral/topics/fax-confirmation-with-pages-faxed-attached


https://community.ringcentral.com/ringcentral/topics/ability-to-receive-verification-code-text-messa...

What is RC planning to do to provide transparency into the process? We are all asked to wait and continue paying for the service. The least we should get in return is some proper information.

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Taylor

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  • Blatantly Ignored

Posted 2 weeks ago

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Ben Olsen

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I can hear the popcorn popper warming up as I type.
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Cecile Glassy, Champion

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2287 USA based users, 28 different sites,  3800 DID lines - all Polycom VVX500 phones

2018-12-05 That is not how publicly traded companies do their product development and that is not a reasonable expectation of how RingCentral would handle it.

If you wish to be kept informed about where your specific product needs are in the development process, form an open line of ongoing communication with your RingCentral Customer Service Manager. Subscribe to the Seminars every time a new product release is announced as coming. 

Since your badge indicates that you are a Community Forum Champion - it would seem that you should already be aware of how this works.  Writing in the Community Forum a complaint like this in a confrontational manner is not conducive to getting your particular issue resolved.
(Edited)
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Jeff Salisbury, Champion

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I think the ask should be for something similar to what Salesforce does rather than a full blown product roadmap: https://success.salesforce.com/ideaSearch
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Cecile Glassy, Champion

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That is a more constructive suggestion.   We do not need another message thread on here just complaining that folks are being ignored.   That is not what the Community Forum is for and not helpful to those who are looking for advice on how best to leverage the RingCentral products they have already bought. 
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Brandon, Champion

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Agreed and another suggestion would be to call and/or email you account rep or reseller on a regular basis about features you want or need.  It seems more constructive and with a higher chance of getting resolution.  As it stands there may be no individual with power to execute even aware of your frustration.

Don't get me wrong.  I understand the frustration and it is valid, I just don't think this is the place to vent.
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Taylor

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I appreciate the feedback. I am well aware of the options, but there are options for RC as well. A roadmap is merely an idea - not the only available solution. A monthly summary list, something in the admin console, or otherwise would all work.

In response to your suggestion, I have (for years) constantly contacted the support team and our (ever changing) account manager(s) with regards to numerous issues/requests/inquiries. I am always told to post it in the community. There is no other option. There is no ability/willingness of even our account manager to look into issues or provide more information - they push it off to the community. Issues in the community forum get posted, voted on, commented on, and then left to sit by the people who are supposed to be seeing/actioning on them. Do you not see any issue with even RC reps (such as Saadet) being completely powerless and lacking any insight or information beyond "we have/will pass this on to the team for their review".

With regards to your last paragraph:
  • There is no way that this works. Phone support doesn't work. Chat support doesn't work. Opening tickets doesn't work. Emailing the account manager doesn't work. Calling the account manager doesn't work. Posting in the community doesn't work. Unless you have different results than I do, there is currently no way that works - my being a champion has not provided any further insight or optimism (as much as I have tried to remain optimistic).
  • Writing in the community forum is exactly what the company suggests that I do. There is nothing out of line here.
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Matthew Underwood

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Here here!

In 2018, public engagement and shared roadmaps are _exactly_ how a modern software development process works. If your interactions don't suggest an idea is even being considered and your competitor's does then I _will_ switch providers.
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Jeff Salisbury, Champion

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The request to have a desktop phone ring first before the mobile/desktop apps is another notorious 4-year old request that has been ignored by the product team: https://community.ringcentral.com/ringcentral/topics/user-settings-allow-hardphone-to-ring-before-th... . A simple "we are working on it" or "it's not possible because _____" would be invaluable, but so far only 4 years of the sound of one hand clapping.
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Taylor, Champion

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Indeed there are many, many examples. I fully agree that even a response of "this isn't doable right now because of __ limitation" would be much preferred to the silence we currently enjoy.