Productlane

One platform for user feedback and customer support

Customer Communication

Hey Producthunt Community, We’re excited to be back two years after our launch with a huge new release! Our product has matured, our team has grown, and we got amazing customers like Clerk, Mintlify, Inngest, and countless others who helped us improve Productlane daily with their feedback. Thank you so much for believing in us! And today, we’re taking a huge next step. 🌟 Announcing Productlane 2.0: User feedback meets customer support. We're combining user feedback management with customer support to turn Productlane into the fastest and most enjoyable support platform for B2B companies. 🌟 The backstory We started Productlane to help you make your Linear roadmap public, host a beautiful changelog, and manage all user feedback in one place. By adding video uploads, transcripts, a call recorder and an editor to link highlights to Linear issues, we built the most powerful solution for startups on Linear to handle every kind of user feedback. But over time, we witnessed something. As a startup scales, most feedback no longer comes from user interviews or sales calls anymore. As soon as you have users, 80% of the feedback comes through your support tool. The problem: Today’s support tools aren’t built for product feedback; they are built to answer customer questions and focus on AI Features to help you answer even more questions. But especially in B2B, many of your support queries contain feature requests or bug reports where AI won’t help, and you don’t want to let a chatbot handle a really important customer. Using traditional support tools for B2B leads to a subpar experience, lost user feedback, loops not being closed, CS not knowing when a feature ships, and ultimately, shipping the wrong features. We are building the tool to solve that. The first customer support tool that helps you manage product feedback. Tightly integrated with Linear, API-first, lightning-fast, and enjoyable to use. We already shipped a shared inbox for emails and Slack connect channels, and today, we're releasing our new widget and a customizable data sidebar that kicks off our support feature set. We're super excited to show this to the world today and are looking forward to your feedback! 🌟 Features 1. 💬 Unified widget for your feedback, changelog, and support Capture feedback or bug reports and announce new updates from one widget. 2. 💌 Shared inbox for emails and Slack connect Centralize all feedback and support requests in Productlane to close the loop for every feedback. 3. 📝 Feedback hub A highlight editor on each conversation to link certain parts of a conversation to Linear. For longer feedback from sales calls, interview notes, or survey results. 4. 🗺️ Public Roadmap and Changelog Publish your Linear projects, initiatives, and issues to get more feedback and engage your users. Turn Linear issues into a changelog quickly. 5. 📣 Custom data sidebar Display all context from your database right next to the customer conversation. This can be activation milestones, their plan, and much more. 🌟 What's different 1. 📝 Made for feedback with a highlight editor On top of every conversation, you can enable a highlight editor for longer messages with multiple requests. This allows you to connect only certain parts of the conversation with a Linear issue, making it much faster for the product team to understand the context or even see the call recording of an issue. 2. 🤝 Linear integration Sync not only issues but also projects, their icons, initiatives, due dates, and more. Combining issue tracker data with support will enable you to track completely new metrics like “time from request to shipped” and give your support team and customers more visibility into the status of requests. 3. 🔄 Sync engine Introducing the first support tool with a sync engine. In the last two years, we rebuilt the entire codebase on a sync engine that processes all data in the Browser, making it faster than 50ms and giving it the feel of a native app. 4. 🔋 Powerful API With our new data sidebar, display the exact customer data you need from your database next to each conversation in a focused and beautiful way. Access all parts of Productlane through our API. 5. 🎨 Enjoyable to use Most support tools become clunky over time to serve all kinds of enterprise needs. Quickly, you’ll end up with endless custom fields, and nobody will understand how to use them anymore. We prevent building things like custom fields and want to find more opinionated and focused ways to solve your needs. 🌟 Our vision We want to build the fastest and most enjoyable support experience you can imagine. While bringing user feedback really close to your product team, we also help you ship well-crafted products that truly meet your users’ needs. We have a long journey ahead of us, and we’re super excited to build the future of customer support with you.