Today, we bring together what belongs together: User feedback and customer support.

We've been working hard on a large set of features to help you move your customer support to Productlane. In addition to emailing and Slack Connect, you can now support your customers in-app with our new support widget.

Here's a glimpse of what we're releasing today:

• Widget: A beautiful and customizable widget to unify your support, feedback, and changelog

• In-App Changelog Notifications: Part of the widget, you can send out your changelog to users to increase feature adoption

• Custom Data Sidebar: Have all relevant customer data from your system in the sidebar right at the customer's conversation

• New Search: One search for all your emails, slack connect messages and call recordings.

• Company & People View: Making sure you always know the status of all linear issues connected to a customer or company

• Slack digests: Sending you a once-per-day summary of all your feedback

• Portal-only title: Communicate projects and issues in a way your customers understand by adding a custom title for the public portal

Widget

Within a few minutes, you can unify your Support, Feedback, and Changelog into a beautiful, customizable widget that can be embedded into your app. To deliver the best possible experience for your users and capture their feedback wherever they are.

It's designed to be visible, but still in the background. It's not a huge chat bubble that's screaming at you; it's just a question mark that subtly indicates if a new changelog or support response is waiting for you.

Made for B2B Support

Especially in SaaS, you want to categorize requests into bugs, feedback, or questions quickly and want to know the urgency of it. We built this natively into the widget, and your users can select the feedback type and its importance. The most urgent requests will always be shown first in your inbox.

Changelog notifications in your widget

Many of you have been waiting for a way to embed the Changelog into your app and notify your users of a new feature. Today, we're happy to finally release this. Make your Changelog available in your app, and send a notification to all your users. New changelogs will automatically be shown on top of the widget icon so you can increase feature adoption and make your customers happy.

Contact and feedback form

The widget comes with a contact form that works for bug reports, product feedback and questions. You can authenticate your users when setting up the widget, so you know who the request is coming from and users don't need to add their email. In the coming weeks, we'll add attachements to it and we'll also start working on live chat soon.

Highly customizable and dark-mode supported

If you make the widget part of your application, it should match your brand. That's why you can customize every single color that's used in the widget, even in dark mode. (And we hope you do it responsibly and don't break the design 😅)

Sidebar customer data

In Productlane 2.0 you find a brand new sidebar in your threads. Sidebar sections help you display any type of customer data from your database or any 3rd party app for each company or person in every thread. Display things like their pricing tier, usage, activation milestones, and more to enable an excellent and fast support experience for your customers. You can set up the sidebar here in the settings.

Improved Search

We have also improved the search, given it a dedicated page, and added many more parameters that are searched through.

Slack digests

If you have installed our Slack integration, we automatically enabled a new digest for you. Once a day, you will get a notification for every new feedback that has been created on that day.

New company and people view

If you open a company or person in Productlane, you now see all linked issues and projects with their last changed date, so you know what feature request is being acted on currently.

Syncing the real Linear issue status and due dates

The Linear integration has gotten even more powerful. Up until today, we've only synched the high-level status group. Now we sync the real Linear status of issues and display that on your portal. So that you know if something is now "In review", on "staging" or any other status that you can customize in the Linear workflow settings.

Portal-only title and description

Last but not least, we have something special for everyone who wants to have their portal in another language than the one you use in Linear. You can now not only add a custom description to a project or issue on the portal but also add a title that's different than the one in Linear.

More improvements and bug fixes

• Images in the body of your changelog are now zoomable on-click

• You can now sort your inbox by newest or oldest first

• Polish-alert: New empty states throughout the tool

• We added a loading spinner to the top left when data is syncing in the background

• Fixed a bug where the content wasn't reset when creating a new issue

• Fixed a bug when uploading email attachment sometimes didn't work

• Links in the Linear issue description now open in a new tab

• Fixed editor jumping Issue when opening Inbox Item

• Fixed Intercom filter that was not working

• Fixed Emails that were hard to read in dark mode

• Slack links now open in a new tab

• Project links are now off per default

• You can now add hex colors during tag creation

• Certain interface elements are hidden when the portal is not public

• Your CC email is now removed if you're the sender