Guide to Using the Keela Feedback Portal

At Keela, we are constantly striving to improve our platform and deliver features that empower your donor management and outreach efforts. Your feedback is invaluable in this process. We're excited to introduce our new Feedback Portal, designed to give you a direct channel to share your ideas and see how they are progressing.

This guide will walk you through how to best utilize the portal to ensure your insights are heard and understood.

How to Use the Keela Feedback Portal

The Feedback Portal is your central hub for submitting new ideas and tracking the status of existing ones.

1. Accessing the Portal

You can access the Keela Feedback Portal directly within your Keela platform. 

Click on the (?) icon in the top-right-hand corner of your Keela account > select “Suggest a Feature”, and you’ll be directed to the portal.

2. Before Submitting a New Idea: Check the Board First!

We've organized our feedback board into key product areas and sub-categories to make it easy to navigate. Before submitting a new idea, please take a moment to search the board to see if a similar idea already exists.

Why this is important:

Consolidation of Voice: If multiple customers have the same idea, consolidating their feedback onto one card demonstrates strong collective demand, which helps us prioritize.

Faster Prioritization: Ideas with more votes and comments signal a higher impact and help us understand the breadth of need across our user base.

Avoid Duplication: It helps us manage and track feedback more efficiently, ensuring we don't miss anything.

3. Voting and Commenting on Existing Ideas:

If you find an idea that resonates with you, or one that addresses a problem you face, please:

Vote for the idea: Your vote signals your support and helps us gauge demand.

Add a comment: Provide additional context, specific use cases, or explain how that idea would benefit your organization. Your detailed comments are incredibly helpful!

4. Submitting a New Idea (If it Doesn't Exist):

If, after checking the board, you don't find an existing idea that matches yours, please proceed to create a new one.

Click the "Give Feedback" or "Submit Idea" button.

Select the most relevant product area and sub-category for your idea. This helps us direct it to the right product team for review.

Submitting Effective Feature Requests

When you submit a feature request, think of it as telling us a story about a challenge you're facing. The most helpful requests clearly describe the problem or pain point you're experiencing, not just what you think the solution should be. Tell us why this problem matters to you, how it impacts your work, and how important it is for us to solve it.

If you've found a way to work around the problem, please share that too—it gives us valuable insight into your workflow. While we appreciate your ideas for solutions, focusing on the core problem helps us understand the underlying need and explore the best possible approaches. Please remember that requests like "this is broken" or "it doesn't work" are usually bug reports, which should be submitted through our support channels with clear details on how to reproduce the issue.

The more context you provide about your problem, its impact, and your current workarounds, the better we can understand your needs and build features that truly make a difference for you.

How to Structure Your Feedback for the Best Insight

To help us understand your idea fully and assess its potential impact, please use the following structure when submitting new feedback:

1. Idea Title (Concise & Clear):

Example: "Ability to schedule automated donor thank you emails"

2. The Problem This Solves (What challenge are you facing?):

Clearly describe the problem or pain point you encounter that your idea addresses.

Example: "Currently, I have to manually send thank you emails to new donors every day, which is time-consuming and often leads to delays in acknowledgement, potentially impacting donor retention."

3. Impact Level (How critical is this for you?):

Please indicate the urgency and impact of this idea on your operations. This helps us understand its criticality.

Blocker: Prevents you from completing a critical task or using a core Keela feature.

Critical: Significantly hinders your efficiency or ability to achieve key goals, but a workaround exists.

Important: Would greatly improve efficiency or user experience, but not a critical blocker.

Nice-to-Have / Enhancement: A beneficial addition that would improve convenience or add minor value.

4. Expected Benefit (What positive outcome will this bring?):

How will this idea improve your Keela experience or your donor management efforts? Quantify if possible!

Example: "This would save me 1-2 hours per week, allowing me to focus on donor outreach. It would also ensure timely donor acknowledgement, potentially increasing donor lifetime value by 5-10%."

What Happens After You Submit an Idea?

Review by the Product Team: All new ideas submitted will be reviewed by our Keela Product Team. We'll assess them for feasibility, alignment with our product strategy, and potential impact.

Moving to the Board / Consolidating: If your idea is deemed viable and unique, we will add it to the public feedback board for others to see, vote on, and comment. If it aligns with an existing idea or project we're considering, we may consolidate your feedback into that existing card.

Updates on Your Idea/Card: We understand you're eager for progress! We will provide updates about your idea or card directly within the card itself.

Reach out for further feedback: If the product team prioritizes your idea and starts work on it, we may reach out to you for additional details and input.

Prioritization & Guarantee: While we greatly value every piece of feedback, we cannot guarantee that every idea will be worked on, or that it will be prioritized urgently. Our product roadmap is a careful balance of customer needs, strategic goals, technical feasibility, and resource availability. Your structured feedback and collective voting play a significant role in informing these decisions.

Thank you for partnering with us to make Keela even better. We look forward to seeing your valuable insights in the Feedback Portal!

FAQs

What happens after I submit an idea?

Your idea is sent directly to our product team for an initial review. It will be categorized, and we will check for any similar existing suggestions. From there, it becomes part of our prioritization process, where we assess community demand and alignment with our roadmap. We update the status on the board as it progresses.

Why can’t I see my suggestion on the board?

If you can't find your suggestion after submitting it, it may have been merged with a pre-existing, similar idea. This helps us consolidate feedback and track the total demand for a feature in one place. Your vote will be automatically transferred to the merged suggestion.

What do the different categories refer to?

Here’s a handy table below with details 👇