Canny is customer feedback management software that helps centralize feedback, prioritize requests, and share product updates.
Features
- AI-Powered Feedback Autopilot — Automatically capture and deduplicate customer feedback from support conversations, sales calls, and other interactions. Includes Smart Replies for clarifying questions and Comment Summaries to instantly recap lengthy feedback threads, reducing manual feedback management tasks.
- Centralized Feedback Collection — Gather all product feedback in one dedicated hub through customizable feedback portals, integrations with support tools like Intercom and Slack, and automatic duplicate detection. Teams can capture feedback on behalf of users or let users submit requests directly.
- Intelligent Feedback Analysis — Uncover valuable customer insights by connecting customer data to see which features have the highest revenue impact. Create user segments to analyze feedback from specific groups, clarify use cases upfront, and get deeper context from users.
- Custom Prioritization Formulas — Build custom scoring formulas with impact and effort factor weights to automatically rank feature requests. Sync properties from HubSpot or Salesforce to factor in opportunity revenue, and create custom post fields unique to your business needs.
- Roadmap & Changelog Management — Create public or private product roadmaps and publish detailed release notes linked to feature requests. Automatically notify users who voted on features when updates ship, boosting engagement, retention, and feature adoption.
- Extensive Integrations Ecosystem — Seamlessly connect with existing workflows including project management tools (Jira, ClickUp, Asana), CRM platforms (HubSpot, Salesforce), and customer support tools. Integrates with tools teams already use for customer service and project management.
Use Cases
Product Team Feature Prioritization
Product managers centralize all feature requests from multiple channels, use custom prioritization formulas to score requests based on business impact and effort, and build data-driven roadmaps. Teams can connect CRM data to see revenue impact and make informed decisions about what to build next. Target Audience: Product Managers, Product Operations Teams, and Product Directors
Sales-Driven Feature Tracking
Sales teams log prospect feature requests during conversations, upvote existing requests on behalf of prospects, and follow up when features ship. This helps close deals by showing prospects their input is valued and provides product teams with revenue-weighted feedback data. Target Audience: Sales Representatives, Sales Directors, and Revenue Teams
Customer Support Feedback Reduction
Support teams capture feedback directly from customer conversations, reducing repetitive feature request inquiries by up to 20%. All feedback is automatically organized and deduplicated, freeing support agents to focus on resolving issues rather than logging requests. Target Audience: Customer Success Managers, Support Teams, and Customer Experience Leaders
Community-Driven Product Development
Companies create public feedback portals and roadmaps where users can submit ideas, discuss features, and track progress. This fosters a community around the product, helps achieve product-market fit during beta periods, and keeps customers engaged with transparent updates. Target Audience: Startup Founders, Community Managers, and Product-Led Growth Teams
Pros
- AI-powered Autopilot significantly reduces manual feedback work by automatically capturing, deduplicating, and summarizing feedback from customer conversations
- Extensive integrations with popular tools (Jira, Salesforce, HubSpot, Intercom, Slack) fit seamlessly into existing team workflows without disruption
- Customizable prioritization formulas with CRM data sync enable data-driven product decisions tied to actual revenue impact
- Scalable platform trusted by 50K+ companies from startups to enterprise, with flexible plans that grow with your business
- Proven ROI metrics: reduces support inbox volume by 20%, saves 2-3 hours weekly on product marketing, and helps close sales deals
Cons
- Pricing details not transparently displayed on website, potentially indicating higher costs that may be prohibitive for very small teams or early-stage startups
- Effectiveness depends on user adoption—requires customers and team members to actively use the feedback portal and log requests consistently
- Advanced features like custom prioritization formulas and CRM integrations may require initial setup time and learning curve to configure properly
- Relies heavily on integrations for full value; teams using less common or niche tools may not find native connections available
