Mimecast Customer Care - Feedback Overview Policy

This article explains how to provide Mimecast Product Feedback, including how to submit a Feature Request, and how to use the Mimecast Feedback Portal, which is located at the Resource Center icon in the Mimecast Administration Console. 

Text, screenshots or images uploaded to the Mimecast Feedback Portal must not contain Personally Identifiable Information (PII). This includes IP addresses, email addresses, user names, machine names or company names, in Message Tracking, Archive Search results, etc.
Feedback Requests that contain such information will be edited or deleted by the Product Feedback Moderators.

Prerequisites

• You are an Email Security Cloud Gateway customer.
• You have a Mimecast Administrator role.

Overview 

To build great products, listening to our Customer Community is vital. Your feedback helps identify new feature additions.
You can submit a Feature Request directly via the Administration Console, by using the Resource Center.

Providing Product Feedback and Submitting Feature Requests

The Feedback Module in the Resource Center enables you to submit Product Feedback and Feature Requests directly from the Mimecast Administration Console.
You can provide Product Feedback and submit Feature Requests, by using the following steps:

1. Log in to the Mimecast Administration Console.
2. Click on the Resource Center "Bullhorn" | Submit Your Feature Requests.
   
    
3. Begin typing in the What is your idea or feature request? field, or click on Open in Portal, if you do not see an idea in the list that fits your feedback or feature suggestion.
   
    
4. To submit a Feature Request, complete the form you are directed to, with details relating to a single feature, improvement, or idea.
    
5. Please ensure that you fill in:
   • What is your idea or feature request?
     The description should be short, clear, and concise, with enough information to describe a single idea or feature, making it easy for others to find in a search, vote on, and add additional comments to.
   • What are you trying to achieve?
     Give more context to the idea, describe the task that you perform when using Mimecast, that is difficult to achieve without the feature you are requesting.
   • Why is this important to you?
     Expand on the benefits of the feature for you or your IT staff when performing Mimecast Administrative tasks, or for End Users, when they are using Mimecast features.
   • Product Area (optional)
     Select the Product Area for the Feature Request, to speed up the review by the appropriate Product Team.
6. Click on Submit Request.

Requirements for Raising Product Feedback or Feature Requests

You should:

• Submit a single feature or change for a single Product area, e.g. The ability to configure a policy for a specific task, that's not currently available.
• Select the appropriate Product Area, so that your request is directed to the appropriate Product team.

You shouldn't:

• Include any Personally Identifiable Information (PII) text in any attached screenshots.
  This includes IP addresses, email addresses, user names, machine names or company names, in Message Tracking, Archive Search results, etc.
  Feedback Requests that contain such information will be edited or deleted by the Product Feedback Moderators.
• Use this form to submit Support issues (including reporting bugs), as these will be declined by the Product Feedback Moderators. Instead, use Mimecast Customer Care - Raising a Case.
• Submit Product Feedback for multiple changes to one or more Product areas at once, as these will be declined by the Product Feedback Moderators.
• Submit Product Feedback that describes a capability that exists or is achievable in the current Mimecast platform. If you are unsure, Mimecast Support can verify if the feature already exists.

The Product Feedback Process

Here's more details on the process that your Product Feedback  or Feature Request follows:

• Immediately: All new ideas enter the system with the default status of New.
• Verification: Our Feedback Moderators will review your feature request, to ensure all of the details are clear. Then, the request is set to Open for Voting.
• Once a request is assigned: Customers will add their votes to Open for Voting items. The Product Management team will review, and update the request status, when appropriate.

Product Feedback Request Statuses

Here's an explanation of the different Request Statuses that may be assigned to your Product Feedback, or Feature Request:

• Planned: The feature is being reviewed against other Feature Requests, as a potential roadmap addition.
• Future Consideration: The idea is valid and will possibly be considered in the future, but not being added to the current annual roadmap. All customers can vote on these items.
• Available: 
  • What you requested already exists in our Products.
  • There was a reason why the Product was designed that way.
• Declined: 
  • The Feature Request is a duplicate. You can review existing ideas in the Vote section.
  • The Feature Request is identified as a bug. You should instead open a Mimecast Support case.
  • The Feature Request does not contain the minimum required information.
• Open for Voting: All Feature Requests with the Open for Voting status can be voted on, and new comments can also be added by the broader community. This helps Product Managers assess demand, gather customer use-case supporting context, and prioritize accordingly.

Feedback Portal Dashboard

The Feedback Portal Dashboard provides additional ways to see items that have been Requested by Others, and vote or comment on them. Once you comment on an idea, it is added to your Priorities. You can raise or lower your personal priorities for that feedback.

You can access the Feedback Portal Dashboard, by clicking on the Dashboard icon, in the top-left of the Submit a request form.

 

In the Feedback Portal Dashboard, you can:

• Submit Feature Requests via Make a Suggestion.
• See Feature Requests with the status of Available.
• Review your Priorities. These are items you have voted for; you can raise or lower the priority of items by sliding the bar after the item forward or backwards.
• Review items Suggested by Others.
  • You can vote for Feature Requests that have been submitted by other Mimecast customers, and keep track of their status, by clicking on the idea title.
  • Voting for an item in this list will add it to your Priorities list.

 

See Also...

• Mimecast Administration Console - In App Help
• Mimecast Customer Care - Raising a Case