Centralize Scattered Customer Feedback from Slack, Email, Telegram, and other sources

Receiving feedback from customers is essential for the growth and success of any business. However, most companies struggle with feedback chaos. Input often pours in from multiple sources—Telegram, Slack, email, and more. Without a system to organize and categorize this feedback, essential insights can easily get lost.

In this article, we explore how to collect and organize feedback on a single platform, thereby enhancing decision-making and reducing delays. It’s based on a real customer use case.

User Goal

📥 💬 We expect to receive a large amount of unstructured feedback from various Sources, including Telegram, email, and Slack, and we want a single place to capture it all.

Problem

Companies receive valuable customer feedback from multiple channels—Telegram, Slack, email, and others—but lack a centralized system to organize and categorize it. This results in scattered, unstructured input where key insights are easily overlooked, making it difficult to act on what truly matters and slowing down product improvement.

Company industry: Technology, Information and Internet
Company size: 10-30 employees
Teams: Development & IT, Support, Product
Roles: CTO, Senior Product Manager, Software Engineer, CEO
Tools used regularly: Telegram, Slack, Gmail, Jira Cloud, GitHub, Google Docs.

The company wasn’t able to organize feedback because their system was disorganized.
Too many tools–the system our customer created relied on several different tools to track feedback, but these tools didn’t communicate with each other. Teams were using a mix of notes, Google Docs, and Jira Cloud to try to collect feedback from various messengers and chats.

Pain Points

All these led to the following pains:

Lack of centralized system: Feedback is scattered across Telegram, Slack, email, support tickets, and so on.
Critical insights get lost: Important discussions buried in old Slack/Telegram threads or forgotten in email inboxes.
Manual aggregation required: Someone must hunt through channels and copy-paste information.
Duplicate efforts: Same issues reported multiple times across platforms without visibility.
No single source of truth: Teams can't get a complete picture of customer needs.
Context gets fragmented: Initial complaint in email, follow-up in Slack, resolution discussion elsewhere.

As a result, valuable feedback becomes useless when it's scattered, unstructured, and impossible to act upon systematically.

Information was spread across multiple channels, making it impossible to track what customers were requesting.

Solution: Better Than Spreadsheets, Custom Forms, or Zapier

The problem you're likely facing is that requests come from everywhere—Slack DMs, emails, Telegram messages, hallway conversations, and urgent meeting notes. You lose track of what’s important, spend time on the wrong things, and people get frustrated when their requests disappear into the void.

The Ducalis solution: Instead of chaos, you get a clear pipeline where every request is visible. Stakeholders can vote on what matters most, and the highest-priority items automatically flow into your development workflow.

The magic: Ducalis connects directly with Slack, Telegram, and email forwarding—so once it’s set up, everything happens automatically—no more manual tracking.

Getting Started: Structure Feedback and Feature Requests from different sources

It sounds like you're facing a common challenge—managing incoming requests from various channels and messengers—and you need a single place to store and process them in a structured, fast, and automated manner.

You're in the right place! Ducalis is built precisely for that: helping teams collect, prioritize, and act on requests in an organized manner.

Step 1: Setting up your data Voting board

A dedicated Ducalis Voting Board—a centralized hub for product feedback. It helps you track, categorize, and prioritize various types of customer input, ensuring your team stays aligned with user needs.

Navigate to the "Voting Board" section. Turn it on.

Check the privacy level—who can create/forward new requests and what they can see.

Name something obvious, like "[Team Name] Requests," so people know exactly where to go.

Make it welcoming: Upload your team logo, choose color that match your company branding, use your company domain for voting board address, and email notification. Read more here.

Step 2: Create a simple request template

It helps structure forwarded feedback from Slack, Telegram, email, etc., and ensures the right details are captured using templates.

Click "Voting" settings > "Idea Template" and create fields like:

What do you need?
Why is this important?

Pro tip: Keep it short! People won't fill out a 10-field form but will happily complete 2-3 quick questions.

Step 3: Collect Requests Where Your Team Already Works

Submit requests wherever it's easiest for your team. The idea is to meet your team where they already work, whether Slack, email, or your internal tools, and have everything flow into Ducalis automatically.

From Emails

Emails from customers or teammates often contain detailed feedback and valuable use cases that can drive company growth. However, these emails may remain isolated in inboxes and not be added to the user request hub.

To avoid losing this valuable input, it’s important to easily forward emails to Ducalis and enhance the request descriptions using AI.

To convert the email into an idea, simply forward it to the unique email address of the desired voting board. To find this email address go to the Voting Board > Import/Export.

From Telegram

Telegram chats can be a real treasure trove of feedback, insights, and ideas. Transform your Telegram conversations into a powerful idea management tool with Ducalis by forwarding messages from any conversation, channel, or group to the bot and turning them into structured ideas. Use text, voice notes, images, or videos to capture your ideas on the go.

From Slack

There are countless chats, workspaces, and conversations happening in Slack. It's easy to get overwhelmed and miss important ideas. Effortlessly extract ideas, feature requests, and bug reports from Slack discussions. Let users share their thoughts without disrupting their Slack experience.

Watch video: https://youtu.be/2Bw_HjR7aM8?si=4A11JIHl9TM7baVZ

Other Sources to Get Requests

Turn conversations into ideas with the Ducalis <> Discord integration,
Create a public idea from a Mattermost channel,
Connect via API to push requests from any internal system,
Embed the board in the internal portal

Pro tip: use AI assistant to re-write structured request description.

Step 4: Organize and Categorize Feedback

Structure requests on your Voting Boards to help teams manage and prioritize feedback effectively.

Apply labels to each idea (urgency, product area, customer type, status. This classification enables easy filtering, trend analysis, and prioritization.

To avoid clutter and redundancy, regularly review and merge duplicate or similar requests.
Use custom progress statuses (e.g., "New," “For Prioritization”, "In Progress," "Testing", “Released”) to track the development stage of each idea.

We recommend keeping the standard statuses when creating a new voting board:

Inbox — new requests land here. By default, weekly notifications about new requests are set up so you don't miss the review process.
From Inbox, you need to move the idea somewhere: add it to the backlog for prioritization, postpone it, or merge it with an existing one.
After accumulating enough priority points (total score), the idea automatically moves to the Prioritized or Top Priority column.
When you take a task to work (status issues — In Progress), the request card moves automatically.
And when the idea is ready, it moves to the Done column.

Step 5: Connect Jira/other tracker

To have the full picture of all your backlog tasks/bugs and those reported on the Voting board, you need to connect Jira.

Why It's Important to Connect Jira Cloud:

Push to Jira: Once a request is ready to move into development, you can either push a new issue in Jira or link the feedback item to an existing one—ensuring a smooth handoff between feedback collection and execution. Simply click "New" → "Jira."
Automatic updates: Ducalis can automatically update your public roadmap. Save time with automations by going to "Set up Auto Updates Rules."
User notifications: Users who submitted or voted on requests are notified when their feedback is addressed—closing the feedback loop and reinforcing transparency, trust, and engagement. Learn more about notification types.

To get started:

Navigate to Connect at the bottom left
Choose Jira Cloud and authorize it
Import your Linear data—projects, initiatives, issues

All available integrations: Jira Server, Linear, GitHub, Asana, ClickUp, Trello, YouTrack.

Step 6: Make notifications useful

Nobody likes working in a black box: Even with the best prioritization, people want to know their request was received and what's happening with it.

There are two types of notifications:

My Notifications — so you don't miss fresh requests and comments. Control status changes.

Useful notifications from this section:

Daily Digest for displaying general summary of work with requests.
Comments new comments on voting board requests, if stakeholders want to clarify something about request statuses.
Voting Ideas — fresh requests.
Voting Inbox reminder — weekly reminder about unprocessed requests; it's important to keep the inbox empty.

Team Notifications — settings for sharing priority work results with your team.

Useful notifications from this section:

Digest of ideas, what exactly is happening on the voting board.
Release Notes — detailed information about completed tasks.

Step 7 (Recommended): Prioritizing Customer Feedback and Feature Requests

Prioritizing feedback helps you identify which features will provide the greatest value to your customer base and focus your efforts accordingly.

Keep it simple to start.

Ducalis has kick-off templates: choose between RICE or WSJF, and start with what resonates more with your business needs. Try to prioritize a few items.

Modify the prioritization criteria to reflect your business needs.

For example, for data requests, you might want:
- Business Impact: How much will this help the business?
- Urgency: How soon do we need this?
- Effort: How complex is this request?

Results You Can Expect with Ducalis.io

Organized and Actionable Feedback
Centralize feedback from all channels—Slack, Telegram, email, and more—into one structured system. Eliminate scattered input and ensure every idea is captured, categorized, and easy to act on.
Faster, Smarter Product Decisions
Prioritize feedback based on business goals and user impact. Focus your team’s time and resources on building what truly matters.
End-to-End Feedback Lifecycle Management
Manage everything in one place—from capturing user input to scoring and prioritizing, planning your roadmap, and publishing release updates and changelogs.
Seamless Workflow Integration
Connect Ducalis with your existing tools like Linear, Jira, Asana, Trello, YouTrack, ClickUp, Slack, Telegram, Discord, and more. SSO support ensures smooth onboarding and secure access across teams.
Cost-Effective and Scalable
Benefit from a value-based pricing model that charges based on the impact the platform delivers—not per user seat—making it an affordable choice for growing teams.
Transparent and Customer-Driven Development
Track new features publicly on the Ducalis Feedback Board. See what’s being built, suggest ideas, and stay aligned with a company that listens to its users.