This article explains how IntusCare reviews, prioritizes, and communicates progress on product feedback submitted through Support — including what happens after a feedback ticket is closed and where to find roadmap updates. Applies to all CareHub clients.
Overview
CareHub's product roadmap is shaped directly by feedback from the organizations that use it every day. To keep that process transparent and consistent as our client community grows, IntusCare uses a standard workflow for collecting, evaluating, and reporting on product feedback — separate from how we handle technical support issues.
This article explains how that process works, what to expect after you submit an idea, and how to stay informed on roadmap progress.
How to Submit Product Feedback
Submitting feedback is unchanged. Continue to submit product ideas, enhancement requests, and workflow suggestions through the standard Support ticketing process, the same way you would report a technical issue or ask a product question.
This ensures every submission is captured and routed to the right team for review.
What Happens After You Submit Feedback
- Review and routing. Your Support ticket is reviewed and the feedback is formally submitted to the Product team for evaluation as part of ongoing roadmap planning.
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Ticket closure. Once feedback has been successfully routed to Product, the associated Support ticket is closed.
💡 A closed feedback ticket does not mean a request has been approved, declined, or removed from consideration. It simply confirms the feedback was successfully submitted to Product and is now part of our ongoing review process.
- No individual status updates. Product feedback is no longer tracked through the Support ticket lifecycle. Because enhancement requests are evaluated collectively — alongside input from many other clients — Support will not provide a status update on an individual request.
Why We Evaluate Feedback This Way
Reviewing feedback collectively, rather than ticket-by-ticket, allows IntusCare to:
- Evaluate requests across the entire client community rather than in isolation
- Prioritize enhancements based on the greatest overall client and business value
- Provide consistent, transparent visibility into product direction and development progress
- Keep the Support team focused on resolving technical issues, answering product questions, and helping clients succeed with CareHub today
How Product Prioritizes Feedback
Every enhancement request contributes to our understanding of client needs and is weighed alongside many other inputs during roadmap planning. Factors considered include:
- Overall client impact
- Alignment with CareHub's long-term product vision and strategy
- Regulatory and compliance requirements
- Frequency and consistency of similar requests across the client community
- Opportunities to improve workflows, usability, and operational efficiency
- Technical complexity and dependencies
Because these factors are balanced across the full roadmap, not every request is implemented or scheduled immediately. Every submission does, however, become part of the broader planning process and helps inform future investment decisions.
Where to Find Roadmap Progress
Rather than tracking individual requests, IntusCare shares a monthly Product Feedback & Roadmap Update, beginning in August. Each update highlights:
- New features and enhancements planned for the next month's release
- Progress on initiatives currently in development
- Key areas of ongoing product investment
You can find these updates in two places:
- Posted in the CareHub Knowledge Base
- Shared during your regular meeting with your Client Success Manager
FAQ
Q: If my ticket is closed, how do I know it was received? Closing the ticket means your feedback has been successfully captured and routed to the Product team. It is no longer being managed through the Support workflow.
Q: If I don't see my request in the monthly update, does that mean it was rejected? No. The monthly update highlights the work currently being prioritized—not every request that has been submitted.
Not every request will appear in a monthly update.
Monthly updates focus on work that is actively planned, in development, or recently delivered.
Product continuously evaluates feedback alongside strategic priorities, client impact, regulatory requirements, and overall demand.
Many valuable ideas remain under consideration as future opportunities.
Q: How will I know if my request won't be built? Our roadmap evolves continuously, and we don't issue individual approvals or denials for enhancement requests.
Product planning is ongoing.
Requests are evaluated alongside hundreds of other inputs.
Some ideas become priorities immediately.
Others may influence future enhancements even if implemented differently than originally requested.
Rather than communicating decisions one request at a time, we communicate where Product is investing through our roadmap updates.
Q: Can I add more information after my ticket is closed? Absolutely.
Additional context is always welcome.
Simply submit a new ticket referencing the original request or contact your Client Success Manager.
Product values additional workflow examples and business context.
New information helps us better understand the problem being solved.
Every request is unique.
Some enhancements align with current initiatives and move quickly.
Others require additional discovery or are evaluated as part of future planning cycles.
Prioritization depends on many factors—not when feedback was submitted.
Q. What happens to feedback submitted before August 1? Nothing is lost.
Existing product feedback will continue to be considered.
Previously submitted requests remain part of Product's evaluation process.
No action is required from clients.
Q. Where do I find the monthly roadmap updates? Simple. The monthly Product Feedback & Roadmap Update will be distributed to all clients and will also be available at IntusCare Roadmap 2026: CareHub
Q. Does this change the release cycle? No.
This changes how product feedback is communicated.
It does not change how software is developed or released.
Clients will continue receiving release notes and product announcements.
Q. How do I track my own requests? Individual enhancement requests will no longer have status tracking.
- Product feedback is evaluated collectively rather than individually.
- Instead of tracking one request at a time, we provide visibility into the overall roadmap and product direction.
- This allows Product to prioritize improvements that create the greatest value across our client community.
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