Canny

What can Canny help you track?

A Canny board holds posts that people with access can submit, vote on and discuss. Start with one board for requests such as “Let me download my receipts.” A public post can give people a place to follow progress.

Canny also has an internal Ideas view. Your team can record what it learned there and choose which ideas get a post on the customer portal. Use the post to explain the need in language you can share.

Who should be able to see the request?

Choose the board’s audience before collecting real feedback. Private boards are visible to Canny admins and are available on all plans. Their posts stay off the public roadmap for customers.

A public request can describe a confusing receipt screen without exposing an invoice number or a customer’s details. If someone reports a sensitive incident, keep the original in the appropriate restricted channel. Check the destination board before moving a post or copying its discussion.

How do you decide whether to merge two requests?

On paper, write “Download my receipt” and “Save a copy of my receipt.” Both could be requests for the same result. Write a third request, “Email me all receipts at month end,” so you have a nearby case to leave separate.

1. 1
   Read what each person needs

   For each example, write the task the person is trying to finish. The first two both need a receipt they can save today. The third needs a delivery schedule.
2. 2
   Choose the post you would keep

   Give the first two one title. Note the voters and comments you would expect to follow the retained post. Canny combines votes and comments in a merge. Check the final post’s audience before carrying context across.
3. 3
   Draft an update for later

   On paper, write “You can now download a receipt from Billing” as an example of what to say after the change works. Leave every step in your notes. No post, merge, status change or email is needed for the rehearsal.

Who hears about a status change?

A public post’s status change can notify eligible voters. Review who has board access and check the choices for voters and people whose feedback was recorded internally. Choose the recipients before updating a real post.

A connected issue tracker or a rule that links an internal idea’s status to its public post can also trigger an update. Check those settings before treating an internal change as quiet. Use Planned for work you have decided to do and describe a delivery date only when you can support it.

What counts toward the tracked-user limit?

The Free plan allows 25 tracked users. Canny counts people with a post, vote or comment attributed to them. That can include an admin who participates or a customer whose activity an admin records for them.

Changing a post’s status does not remove the people associated with it from that count. Pro starts at 100 tracked users. The listed November 2026 annual rate at that tier was US$79 per month, billed yearly. Canny increases the paid rate at the next increment when you exceed the included number. Count both people whose feedback you record and those who post directly.

What can you save before switching?

A manager or owner with export permission can download Canny Ideas as a CSV spreadsheet. Set the filters for the records you need. The Ideas export includes aggregate counts but leaves out individual Insight notes and source links.

The Help Center documents separate user exports and a different export path for the older Feedback view. Check a sample Idea, the people associated with it and the source notes you will need to keep. Store customer data somewhere only the right people can open it.