Feedback, bugs and feature requests
Report a problem or suggest an improvement from inside Handshake, vote on the features you want most, and follow what happens to anything you raise.
What it is
Feedback is how you tell the Handshake team what is broken and what you wish the platform did. You open it from the flag icon in the top bar of the app, where you can file a bug report or a feature request, attach screenshots, browse what others have asked for, and upvote the features that matter to you. It is the same place you come back to for the status of anything you have reported.
Why it exists
Without it you would be emailing support and losing track of what you raised. Keeping feedback inside the app means your report arrives with the details the team needs to act on it, you can see whether something is already on the list before asking for it, and the most-wanted features rise to the top through voting rather than guesswork.
Who can see it
Anyone signed in to Handshake can open feedback from the top bar - partners, their clients, and seat users. There are two different visibility rules, and they matter:
- Bug reports are private to you. If you are part of a partner organisation, you and your colleagues in that organisation see your organisation's bugs. Otherwise you see only the bugs you submitted yourself. You never see another company's bugs.
- Feature requests are shared by everyone. Every feature request is visible to all users, so anyone can read it and add their vote. This is what makes voting useful.
The behind-the-scenes triage view, where the team sorts and works through everything, is admin-only and not part of what you see.
How it works
Open the feedback panel
Click the flag icon in the top bar. A panel titled Feedback & Feature Requests opens over whatever you were doing. Across the top are three tabs - All, Bugs, and Features - each showing a live count of what is currently open. Use the search box to find something by words in its title or description.
Report a bug or request a feature
- Click New (top right of the panel).
- Choose Bug Report or Feature Request with the toggle at the top.
- Give it a Title (at least 5 characters) - a short, plain summary.
- Write a Description (at least 20 characters). For a bug, the most useful thing you can do is say what you did, what you expected, and what happened instead. For a feature, describe what you want and why it would help.
- Optionally add Screenshots. You can drag and drop, paste with Ctrl/Cmd+V, or browse for files. Up to 3 images, 5MB each. A picture of the problem usually saves a round of back-and-forth.
- Click Submit Feedback.
When you submit a bug, Handshake automatically attaches some technical context - your browser, operating system, the page you were on, and your screen size. You do not type any of this; it just helps the team reproduce the problem. If a submission fails (for example, your connection drops), you get a chance to retry or edit and resend it, so your writing is never lost.
Vote on features
Every feature request shows a thumbs-up button with its current vote count. Click it to add your vote; click again to remove it. The team uses these votes to decide what to build next, so this is the single most direct way to influence the roadmap. Voting applies to feature requests (which everyone can see); bug reports are not a popularity contest.
Find and edit what you reported
Open the panel and your items appear in the list alongside everything else you can see. Each card shows its type (Bug or Feature), its current status, who submitted it, and when. If an item is yours, you can click it to edit the title or description, or to delete it. Deleting is permanent and cannot be undone.
Track status
Each item carries a status badge so you always know where it stands:
| Status | What it means |
|---|---|
| Open | Received and waiting to be looked at. |
| In Progress | Being worked on now. |
| Snoozed | Parked for now (for example, waiting to confirm a bug is really gone). |
| Completed | Done. |
| Won't Fix | Reviewed and decided against, or no longer relevant. |
What happens after you report
Your report is reviewed by the Handshake team. From there a few things can happen, and some of them reach you by email:
- A follow-up discussion. The team may reply with a question or an update. You get an email with a link that opens a simple discussion page for that item, where you can read their messages and reply. That page also has a Mark as Fixed button if the issue is sorted on your side. These links are personal to you and expire after a while, so use the most recent one.
- A "did this come back?" check. If a bug was parked or thought to be resolved, you may get an email asking whether the issue is gone or has returned, with buttons to confirm. Saying it has returned reopens it for the team; saying it is resolved closes it out.
- A status change. Whether or not there is a conversation, the status badge on your item updates as it moves through review, work, and completion.
Limits and what to watch out for
- Title and description have minimums - 5 and 20 characters - so a one-word report will not submit. The more specific you are, the faster it gets resolved.
- Screenshots: up to 3 images, image files only, 5MB each. Other file types are ignored.
- Deleting your feedback is permanent. There is no undo.
- You cannot see other companies' bugs, and they cannot see yours. If you expected to find a bug a colleague raised and cannot, check that you are in the same organisation. Feature requests, by contrast, are visible to everyone.
- Email links are time-limited and single-purpose. If a discussion or "issue returned" link says it is expired or invalid, wait for a fresh message rather than reusing an old one.
- Replies on the email discussion page are rate-limited - if you send several in quick succession you may be asked to wait a few minutes before sending more.