Receptive guide for support teams

Why is this important?
With Receptive, support teams have their workload decreased as requests relating to product improvements or new features have their own central area.

In this guide:

Introduction to Receptive for support teams
Receptive is Product Demand Intelligence specifically built for SaaS companies. It allows you to collect prioritized demand from your customer base, internal teams, and your prospects. 

Depending on your approach to support, you might use Receptive on behalf of customers (detailed below) or you may prefer to send customers to Receptive to self-serve. Read our tips for responding to feature requests with Receptive.

If you use Zendesk, you can add requests to Receptive directly from the ticket panel in Zendesk. Learn more about how to use the Zendesk with Receptive here.

How your customers use Receptive

Logging In
Upon integration, a link or button will be added to your software called “Suggest a feature” or similar.

Customers reach their dashboard by clicking this link. No additional login or password is needed.

Alternatively, if you have enabled the embedded widget, then your customers can click on the tab on the right-hand side of your product and immediately access the Receptive dashboard.

Suggesting a Feature
Once your customers have reached the Receptive dashboard, they click “Make a suggestion” and add details as needed.



Voting on Features
Customers will see a list of features that have been submitted by other users in their dashboard under “Requested by others”.


They can vote for any of these features or show they aren't interested straight from their dashboard.

Tip: To see the customer view in action, login to your Receptive account and select "Request Receptive feature" from the top right icon. You are now on the customer dashboard of our Receptive account. Vote on a few features & prioritize your requests. If you want to see the embedded widget in action, then head over here.

Prioritizing their features
Once your customers have voted on more than one feature, they will have the option to prioritize them using the sliders.


As they increase the priority of one feature, the others move down slightly. This stops your customers from telling us that everything is important, and allows your customers to update their priorities over time.

Tip: On phone calls with your customers, remind them to review their priorities every weeks or two so they’re always up to date.

Adding feedback
By clicking on any feature request, your customers can view the feature description, status, and any public comments from your team and other customers.

Customers that are subscribed will receive notifications when new comments are added.

Use this area to gather use cases and understand why a feature has been requested.


Tip: Customers will use feature requests instead of describing a use case or pain point so always ask why. You are the experts in building software & your customers are living the day-to-day. Work together to create something amazing!

How to use Receptive on behalf of your customers

Logging in
If you've already received an invitation to your Receptive account, just go to and click “Log In” or just click here:

If you need an invitation, have your Receptive lead go to "Manage team” from their Receptive dashboard and send you an invitation.

Managing incoming customer feature requests

When customers mention features via phone or email, Receptive allows you to quickly add the customer to the request and then move on - Receptive handles the rest.

Adding a customer to an existing request

If you know the request already exists, just use the search box in the top right hand corner, and click on the correct request to open it.

Add the customer directly to the request under the "Request activity" sidebar. Click "Add user".


Start typing the customer's name (not company name), and select the appropriate user.

Your customer will be updated automatically every time the feature is updated (via status or discussion).

Creating a new feature request on behalf of the customer

If you're not sure whether the request exists or not, just click "Suggest" from the top navigation.

Add a title and any similar requests will appear below. If the same request is already there, just click the title to open that page and add the customer to the request (see previous step).


If the request doesn't exist, you can submit one on the customer's behalf. Under "Submit a request" you'll see the text "Requested by you".

Click the link (on "you") and a search box will open for you to tag a customer to that request.


Select the correct user's name and they will now be listed as the requester.

Click "Tell {your company} they want this" to submit the request on behalf of your customer.

Notifying the customer

Once you've added the customer to the request, let them know they'll be receiving updates on it, for example:

“Thank you so much for the feedback! I’ve submitted this as a feature request to our Receptive account here. (Make sure you're logged in by clicking "Request a Feature".) When our product team reviews your request you'll receive automatic updates. Also, feel free to add additional details in the discussion section so our product team knows how this would help you.”

Pro Tip: Use the Gorgias chrome extension to use shortcuts to instantly type feedback responses: 

Read more at: Tips for support & CS teams when responding to feature requests

Updating customer priorities on their behalf
If you're on the phone with a customer who indicates their priorities should be updated, you can do this for them.

Select "Customers" from the left-hand navigation, and choose the customer account.

Find and click on the correct user from the list on the left hand side.

Click the "Edit" button on the user page. Then click on the "Priorities" tab. You can then adjust the sliders accordingly.


Any changes are saved automatically.

How you can use Receptive in your role

See customer requirements & priorities

Get smart insights about what's going to help your customers accelerate their success.

Select "Customers" from the left-hand navigation, and choose the customer account.

This leads you to the "Account priorities" page which includes priorities from all users in the customer account.


Drill down to a specific user from the list on the left hand side to see an individual's requests & priorities.

Tip: Before a meeting or phone call with a customer, review the "Released" tab to see the requests you've recently released for them. See if they've used it and if they have any feedback or additional requests.

See the status of any request

Need to research the status of a feature request for a customer?

Want to know if the dev team has made progress on a feature that you've requested?

Just find that feature using the search bar in the top navigation of your dashboard, and open the request to see all the latest comments and updates.


Requesting your own features

Whether you noticed something needs to be improved or have an idea that would help you do your job better, you can submit features that you'd like to see implemented.

Click "Suggest" from the top navigation.

Add a title and a description, including your use case.

Updating your priorities

Head to your dashboard to update your priorities just as your customers can. This way your product team will know what's most important to you and your team.

Requesting Receptive features
Have ideas for how could help you and your team? We'd love to hear them!

Just login to your account from 
the homepage..

From the dropdown menu in the top right corner, select "Request Receptive feature".

You're now in our customer view and you can suggest, search, vote & prioritize features you'd like to see us build.

Tip: Remember to include your use case so our product team can understand the problem you're having when considering your feature.


Engagement email

In a few clicks you can send a 100% personalized email to each of your customers, encouraging them to use Receptive and improving the amount and quality of your feature feedback data.

It’s also a great way to ask customers to review their priorities, highlight progress you have made and show what you are currently working on. 

Read more here.

Any questions? Email or use the form here.

Have more questions? Submit a request


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