Many teams on Canny opt not to use it publicly with their customers. Instead, they use it as a tool to empower customer-facing teammates. This is a completely viable way of using Canny. Many larger businesses with extensive support teams prefer this approach.
Using Canny privately means that customers don't interact with Canny directly. Support teams are able to track the feedback they get through support channels like Intercom and Zendesk. We also have feature that allows you to vote on behalf of a customer. This is great to keep track of feedback from sales calls, user research sessions, etc. The goal is to get all feedback privately stored in Canny.
If you haven't decided how you want to use Canny, here are some pros and cons of using Canny privately.
Avoid user errors or bad content
Customers are unpredictable and are free to post anything to your Canny boards. While we haven't seen this as an issue for B2B businesses, some problems may arise. For example, a customer might post harsh feedback from a bad experience. That feedback might not be something you want out in the open.
TIP: Admins can edit posts and comments if rewording is necessary.
Do not expose third party tool
This is mostly a brand decision. Some teams prefer not to expose third party tools to their customers.
… to be continued.