Capture the problem behind the requested feature
For an illustrative reporting SaaS, customers may ask for PDF export, scheduled email delivery, or a spreadsheet download. Those requests all mention reports, but they may solve different jobs. Record what the customer needs to accomplish, the current workaround, and the consequence of the missing capability.
Canny organizes feedback through boards, posts, votes, comments, and planning tools. Choose a small board structure that customers can understand. A request title should help the next person recognize the problem without needing access to an internal support conversation.
| Request | Underlying job to clarify | Merge decision |
|---|---|---|
| Download a CSV | Analyze data in another tool | Compare with existing spreadsheet requests |
| Export a PDF | Deliver a fixed report to a stakeholder | Keep distinct if the required output differs |
| Email the weekly report | Automate recurring distribution | Investigate scheduling and recipient needs |
| Another wording of CSV export | The same job and scope | Consider merging after checking the context |
Merge posts when the intended outcome is the same
Canny documents that merging posts consolidates votes and comments into the surviving post and records the merge in the comments. A post merge does not itself send a user notification. Review the surviving title and explanation so the combined discussion still describes the original requests accurately.
For the sample CSV request, compare the needed columns, permissions, and intended destination before deciding that two posts are duplicates. Similar wording alone is weak evidence. If the requests differ materially, keep them separate and explain their relationship in the team's planning context.
Check whether you are merging a post or an idea
Canny Ideas adds an internal idea layer that can connect to portal posts. Its current guide states that merging ideas also merges linked posts, and that an idea cannot be unmerged afterward. This differs from the separate post-unmerge workflow, which itself has limitations for chained merges.
Before confirming a merge, identify the object and the resulting public discussion. Keep the original problem descriptions available to the person making the decision. For ambiguous requests, use a review step or grouping approach before combining records whose later separation may be limited.
Treat votes as evidence to investigate
A high vote count can identify a request worth understanding, but it does not by itself show the value, effort, or suitability of a proposed implementation. Consider which customers experience the problem, whether a workaround exists, and what completing the work would change for them.
For the reporting SaaS, ten requests from analysts who need editable data may describe a different opportunity from a few account owners blocked from delivering a required summary. Make the tradeoff explicit. Do not merge unlike requests simply to make the vote count look larger or the backlog look shorter.
Review board access before sharing a roadmap
Canny distinguishes public, private, and custom-access boards. Its private-board documentation states that private boards are available to admins and their posts are not shown to ordinary end users on the public roadmap. Review the actual audience for a board rather than equating a hidden navigation link with restricted access.
For the sample reporting team, keep a customer-facing explanation focused on the supported problem and status. Put confidential account details in an appropriate internal record. Test the portal as the intended customer before linking to a roadmap item from an update.
Close the loop with a specific result
When a request is delivered, explain what the customer can now do, any relevant boundary, and where to find it. If a request is declined or deferred, preserve the reason in the appropriate record. A status without an explanation may leave customers uncertain about whether their actual problem was understood.
For the CSV example, the useful update describes the exported data and who can access it. Follow up on whether the customer can complete the original analysis. Canny fits a healthy feedback process when the team preserves meaning during triage and makes product decisions understandable to the people who contributed.
Sources and editorial method
Official sources linked in this guide were checked on October 27, 2026. Product features, interfaces, and plan limits can change. The examples are proposed workflows, not reports of a hands-on benchmark or customer results. Confirm the documentation for your product version before implementing a workflow.