Visit [this page](/handbook/customer-success/csm/gainsight/) for more information on using Gainsight within Customer Success.
### Using the Customer Feedback Form
Visit [this page](/handbook/customer-success/submitting-customer-feedback/) for more information on submitting Customer Feedback.
### Dogfooding
Outside of Engineering the Customer Experience team has the largest concentration of tooling development capability. The team has unique needs that can't always be solved by GitLab's single [DevOps platform](https://about.gitlab.com/solutions/devops-platform/). However, it is important to [dogfood](/handbook/values/#dogfooding) and avoid [dogfooding anti-patterns](/handbook/engineering/development/principles/#dogfooding-antipatterns). As a result the [Product organization heavily weights internal customers](/handbook/values/#dogfooding) when considering prioritization. If you are considering building tooling in support of Customer Experience priorities outside of GitLab, please follow the [dogfooding process](/handbook/values/#dogfooding).
**Submit Duo Agentic Platform (DAP) related feature requests and product enhancement ideas**
A [centralized platform for capturing and organizing feature requests and product enhancement ideas](https://dap-customer-feedback-6c19a4.gitlab.io/) about the Duo Agentic Platform (DAP). Help GitLab understand what features and improvements matter most to GitLab customers and stakeholders.
> **Important:** This system is for **feature requests and enhancements only**. Bug reports should be submitted through the Support Channels and follow the support team escalation process.
---
## What Is This?
The **DAP Customer Feedback** platform is GitLab's centralized [tool](https://dap-customer-feedback-6c19a4.gitlab.io/) for collecting feature requests and enhancement ideas about the Duo Agentic Platform (DAP) from both customers and GitLab team members. It's designed to help us understand what capabilities customers need and what improvements would deliver the most value.
Each feature request automatically becomes a GitLab Issue, gets routed to the right team, and can be discussed with stakeholders. You can [track the status of your request](https://gitlab.com/groups/gitlab-org/-/work_items?sort=created_date&state=opened&label_name%5B%5D=customer_feedback_form&first_page_size=20) as it moves through the development process.
---
## Important: Bugs vs. Feature Requests
### 🐛 Submit Bugs Through Support Channels
If you've found a bug or issue with DAP functionality:
1. Submit the bug through Support Channels
2. Follow the support team's escalation process
3. Do NOT submit bugs through this feedback form
Examples of bugs:
- "Export button returns a 500 error"
- "Charts display incorrectly with more than 1000 data points"
- "Dashboard takes 30 seconds to load"
- "API call fails intermittently"
### ✨ Submit Feature Requests Here
Use [this form](https://dap-customer-feedback-6c19a4.gitlab.io/) for feature requests and enhancements:
- "Add ability to export reports as CSV"
- "Create scheduled reports that email automatically"
- "Add dark mode to the dashboard"
- "Support filtering by multiple date ranges simultaneously"
---
## How It Works
### Step 1: Share Your Feature Request 📝
Complete the [feedback form](https://dap-customer-feedback-6c19a4.gitlab.io/) with details about the feature you'd like to see, the use case it solves, and why it matters. Include relevant context so the team can fully understand the impact.
### Step 2: Route to the Right Team 🎯
Your feature request gets routed to the appropriate team (Product, Engineering, etc.) based on the category you select during submission.
### Step 3: Create a GitLab Issue 🔄
Your feature request is automatically converted into a GitLab Issue where it can be tracked, discussed, and evaluated alongside other product work.
### Step 4: Track Progress ✅
You receive a link to the GitLab Issue where you can see discussions, add comments, provide additional details, and stay updated as the team evaluates your request.
---
## Who Should Use This?
### 👥 Customer Success Managers
You speak with customers regularly and understand their challenges and desired capabilities. Submit feature requests on behalf of your customers to ensure their ideas are heard in product planning.
### 🏗️ Solutions Architects
During customer implementations, you discover capability gaps and desired enhancements. Share these feature requests to help the product team understand real-world usage patterns and customer needs.
### 📊 Sales Team Members
Prospects and customers share feature requirements and enhancement ideas during sales conversations. Submit these requests to help inform the product roadmap.
### 🛠️ Support Engineers
When customers request enhancements (as opposed to reporting bugs), use this form to consolidate and submit those feature requests so the product and engineering teams can see patterns and prioritize accordingly.
### 🔧 Internal Users
If you use DAP internally at GitLab, you have valuable insights. Submit feature requests and enhancement ideas based on your own experience using the platform.
---
## Key Features
-**🔐 GitLab Login Required** - Secure authentication ensures requests are trackable and linked to a real person.
-**📊 Smart Routing** - Feature requests go to the right teams automatically based on the category you select.
-**📎 Attachments & Context** - Upload screenshots, mockups, links, or other documentation to provide context.
-**🎯 Structured Forms** - Consistent questions ensure we capture the information needed to understand your request.
-**🔗 GitLab Integration** - Every submission becomes a GitLab Issue for transparent discussion and tracking.
-**💬 Collaborative Feedback** - Discuss details with the team on the resulting GitLab Issue.
---
## Frequently Asked Questions
### What counts as a feature request?
Feature requests and enhancement ideas about DAP: new capabilities, product improvements, expanded functionality, better workflows, documentation enhancements, or ideas for how DAP could solve problems more effectively. If it's about making DAP do something new or better, it's a valid feature request.
**Do NOT submit:**
- Bug reports (use Support Channels instead)
- Issues where existing features don't work correctly
- Broken functionality
### Is this guaranteed to be implemented?
Feature requests are submitted for the Product team to evaluate and discuss. However, your request is valued and will be considered during product planning. The team will review all [submissions](https://gitlab.com/groups/gitlab-org/-/work_items?sort=created_date&state=opened&label_name%5B%5D=customer_feedback_form&first_page_size=20), but prioritization depends on many factors including customer needs, technical feasibility, strategic alignment, and roadmap planning.
### What happens after I submit?
You'll see a success page with a link to your new GitLab Issue. The team will review your feature request and may ask clarifying questions on the issue. You can track progress, add comments, or provide more details at any time. You'll be notified of activity on your request.
### Can multiple people submit the same feature request?
Yes. If multiple team members want the same feature, they can each submit feedback. However, try to consolidate related requests when possible to avoid duplicates. If you find duplicate issues, let the team know and they can merge them.
### What if I need to submit sensitive information?
Use the form fields and be thoughtful about what you share publicly. All submissions become [GitLab Issues which are visible to the relevant team](https://gitlab.com/groups/gitlab-org/-/work_items?sort=created_date&state=opened&label_name%5B%5D=customer_feedback_form&first_page_size=20). Avoid sharing customer identifiable information, API keys, or highly confidential information. If your request involves sensitive details, discuss it separately with your Customer Success Manager or directly with the team.
### How do I find my submitted feature request?
After submission, you'll receive a link to the GitLab Issue. You can also log into GitLab and search for issues you've created, or locate your issue from this list.
### What if I want to add more information to my feature request?
You can add comments directly on the GitLab Issue at any time. Just click the link from your confirmation page, and add any additional details, examples, or context that might help the team evaluate the request.
---
## Tips for Good Feature Requests
-**Be specific about the outcome** - Instead of "improve reporting," say "Add ability to schedule daily email reports with custom charts"
-**Explain the problem it solves** - What pain point or limitation does this address?
-**Provide context** - Explain why this matters and how it impacts your workflow
-**Include examples** - Screenshots, mockups, or step-by-step descriptions help clarify the idea
-**Link related items** - Reference GitLab issues, documentation, or customer conversations where relevant
-**Think about the user** - Consider how customers would use this feature and what benefits it provides
