Template
Customer feedback portal template
A customer feedback portal template: a private, branded Looph board with roadmap and changelog for your accounts, set up step by step.
B2B teams and agencies that want a single branded destination per account instead of scattered email threads.
- Statuses
- 5
- Tags
- 4
- Things to ask for
- 3
- Setup steps
- 6
Use this template
Copy the setup, import the starter posts
Two ways to start from this template today: copy the checklist below into your setup notes, and import the starter CSV into a new board from the Posts page of your team area. The file holds this page's example posts, with each status mapped to Looph's built-in name so the importer accepts it; delete them before you share the board.
Columns: title, details, status. 3 example posts.
Setup checklist
Customer feedback portal template (looph.ing/templates/customer-portal) Statuses (the Statuses page in the team area): - Rename "Open" to "Submitted" - Keep "Under review" - Keep "Planned" - Keep "In progress" - Rename "Complete" to "Shipped" Hide Closed, and Pending approval unless you require approval. Statuses are shared by every board in a workspace, so a rename or a hidden status shows on all of them. Tags: - Feature request - Bug - Question - Integration ask Board description: Tell us your company and role, the problem you're facing, and how you work around it today. Ask for in the details: - The request as a title - Company and role - The problem and today's workaround Setup steps: 1. Create the board and set it to Private. Add each customer's @domain to its access list so everyone at that account can sign in and see it, or add people one by one. 2. Choose who can post, vote and comment, and paste the prompt above into the board description. Rename Open to Submitted and Complete to Shipped, and create the four tags. 3. Invite account managers and customer success as members, who are free on every plan. Internal notes on a post are visible to your team only. 4. Posts in Planned, In progress and Shipped fill the roadmap's columns, so customers can see what is coming. 5. When something ships, publish a changelog entry linked to its posts and tell every account that asked. 6. Serve the portal on your own subdomain with your logo and colour.
Templates aren't applied automatically yet: you set the board up yourself by following the steps on this page. One-click templates are coming soon.
Fit
When to use this template
A good fit when
You work with named accounts, B2B customers or agency clients, and feedback arrives in email threads and account calls where nobody else can see it. A portal gives those customers one branded place to submit and vote, see the roadmap and read the changelog, signed in with an email and password or a Google account.
Use it when who asked matters as much as how many asked. Every post and vote has a signed-in person behind it, and your team can keep account context in internal notes the customer never sees. Weighting votes by plan or revenue is coming soon.
Pick something else when
If you sell self-serve to thousands of small customers, an open feature request board will get more participation for less setup.
Agencies should not put several clients in one portal, because each client would see the others' requests. Create one workspace per client instead.
What's inside
Statuses, tags and what to ask for, and why each one is there
Looph has a fixed set of statuses that you can rename, recolour, reorder and hide, but not add to; each status below says which built-in one to use. Posts are a title plus details, so the last list is what to ask for in the details.
Statuses
- SubmittedRename Open
- Where new posts start. Paying accounts writing to you directly expect a faster first response than a visitor on a public board, so give this queue an owner.
- Under reviewBuilt-in status
- Your team has read it and is assessing it, often together with the account manager who knows the customer's context.
- PlannedBuilt-in status
- Committed. Posts in Planned appear in the roadmap's Planned column, so the account sees it without asking.
- In progressBuilt-in status
- Being built. Account managers can point customers here instead of chasing engineering for an update.
- ShippedRename Complete
- Released. A linked changelog entry can tell every voter, including other accounts that asked for the same thing.
Hide Closed, and Pending approval unless you require approval. Statuses are shared by every board in a workspace, so a rename or a hidden status shows on all of them.
What to ask for in the details
- The request as a title
- The request in the customer's words, which is what other accounts will type before posting, and similar titles surface as they do.
- Company and role
- Every post is credited to the signed-in person. Asking for their company and role tells you which account it represents. On Growth and Business, the Segment integration can also show each voter's company, plan and MRR.
- The problem and today's workaround
- The workaround tells you how urgent it really is.
Custom fields and file attachments are coming soon. Until then, a post is a title plus up to 5,000 characters of details.
Suggested board description
Put a line like this in the board description, so people know what to include: “Tell us your company and role, the problem you're facing, and how you work around it today.”
Tags
- Feature request
- Bug
- Question
- Integration ask
Account customers use one portal for everything, so tags do the sorting that separate boards would do elsewhere. Your team applies them, and customers can filter by them. Question keeps how-do-I posts from inflating the feature counts.
Setup
Set it up in Looph
Each step in order, with the guide that covers it.
- 01
Create the board and set it to Private. Add each customer's @domain to its access list so everyone at that account can sign in and see it, or add people one by one.
- 02
Choose who can post, vote and comment, and paste the prompt above into the board description. Rename Open to Submitted and Complete to Shipped, and create the four tags.
- 03
Invite account managers and customer success as members, who are free on every plan. Internal notes on a post are visible to your team only.
- 04
Posts in Planned, In progress and Shipped fill the roadmap's columns, so customers can see what is coming.
- 05
When something ships, publish a changelog entry linked to its posts and tell every account that asked.
- 06
Serve the portal on your own subdomain with your logo and colour.
Illustrative examples
Example posts
Made-up posts that show what a useful entry on this board looks like. They are not from real customers.
Example · Feature request
Second approval before invoices are sent
Our finance team needs a second person to approve any invoice over a set amount before it goes out. Internal note from the account manager: renewal next quarter.
Planned
Example · Integration ask
Sync contacts with HubSpot
We keep contacts in HubSpot and re-enter them here. Three other accounts have voted on this one.
Under review
Example · Question
How do we move users between teams?
An admin wants to move twelve users to a new team without re-inviting them. Answered in a comment linking the help article.
Submitted
Plan
Which plan it needs
Needs Growth. A portal needs Growth: it relies on a private board, which starts on Starter, plus a custom domain and removing Looph branding, which start on Growth. Growth includes 5 private boards and 10,000 tracked voters; Business removes those limits. Single sign-on is not on any plan yet. Compare plans.
How the pieces work: Feedback boards and Public roadmap. Teams running this workflow: A shared feedback system for enterprise CS and product and White-labeled client feedback portals for agencies.
More templates
Other starting points
Changelog page template
Teams that want shipped work to automatically close the loop with the customers who asked for it.Public product roadmap template
Any team that wants to publicly show what's coming next and reduce 'is this being worked on?' questions.Internal IT request board template
Internal IT and operations teams that need a searchable, votable alternative to a ticketing spreadsheet.Design feedback board template
Design and product teams collecting structured critique on in-progress work from stakeholders or users.
Related
The features and reading behind this template
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