Public Roadmap for Feature Development

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  • Updated 7 months 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 10 months 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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Jessica - Community Moderator, Official Rep

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Hi Everyone!

I want to take a moment to say we hear you, and are paying attention. Saadet and I are in this Community daily, reading every idea, question, and comment that gets posted. We pull reports on all of the different product ideas and send them out to product managers to keep them updated. We have biweekly meetings with product managers, and ask for updates on what is happening on the back end. Going forward, we are striving to be more transparent and share as much information as we can on the Community. Saadet and I are your advocates and we're tireless in moving your ideas and interests to where they need to land. Stay tuned as we work to streamline these processes in 2019 :) 
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Keith Lazarus

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Hi Jessica, I think your post is very useful.  It's important to have people like you and Saadet out there advocating for the user community but RingCentral *really* needs to start making it clear what their plans for Glip are.  As a potential customer evaluating the product, while I see a *lot* of potential in it, it also feels to me like there is no direction for the product.  Assuming that this product represents a strategic direction for your company and you're serious about growing your user base, seeing improvements "sometime in 2019" doesn't give me much to work with when setting expectations for my users or selling my management on why we should go down this route. 

The lack of any sort of published roadmap from yourselves begs the question "Exactly what is the Glip Product Manager doing?"
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Megan C.

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I agree with Keith! If I knew the end goal was to have everything integrated into a single app so I didn't have to use 3(!!) apps - Glip app, Ring Central Phone Only app, and Ring Central Google for click to dial feature - I'd be thrilled and could wait more patiently. Having a roadmap to know in May 2019 I could expect X feature and by July 2019 X updates would be made, would be really great and and I'd have something to share with the users I'm an admin for. They grow tired of me saying - "I know, I hear your ideas/complaints, I've voiced them... I'm just not sure if/when anything will change".