I’ve been on a couple support cases now were I’ve been instructed to create a feature request to fix the issues I’m working through and instructed to create a new post here as it will “get more attention”
I really appreciate the Netwrix Community and I’m excited to use it, but can we normalize support being able to escalate feature/fix requests with dev and have those be on the same priority level as community created requests? Creating duplicate tickets, adding context, and discussing in two different places seems a little cumbersome.
I might be completely in the wrong here, just my $.02
Hi Nathan,
I really appreciate your feedback! I’ll connect with the support org see what we can do to improve this process so it’s better for the end-user. Keep the feedback coming—we’re always looking to improve the community experience!
Good morning. I’m one of the managers in our Technical Support Department, and I wanted to take a moment to clarify what types of issues should be handled through a support ticket versus those better suited for the Community.
If you’re experiencing something in the product that should be working but isn’t, that’s considered a product issue. In those cases, it should remain in the support queue, where our team can investigate and escalate it to our R&D team if needed. We’ll stay in touch with you throughout the process and follow up once there’s a resolution or a fix.
On the other hand, if you’re requesting something that the product doesn’t currently do—something that’s not a bug but rather a new capability or enhancement—that would be considered a feature request. We’ve moved those to the Community so users can engage directly with our Product Team, share ideas, and help us prioritize future development based on feedback and demand.
I believe I found the ticket you are referring to and yes, support for additional operating systems for a data source would be done via a Feature Request. Given the age of the O/S that we support now for that data source, I have informed our R&D and Product Teams of the need to work on updated versions and I did let them know that a Feature Request was on it’s way.
In case you need the direct link, you can click below:
Best regards,
Michael Purdin
Technical Support Manager
What is the mechanism if I don’t want to participate in the community portal or if I disagree that this is a feature request, but rather a support issue since the product I pay an annual subscription for is not being kept up to date by the vendor?
Thanks again for your feedback and for clarifying your concerns. We absolutely don’t mind submitting feature requests on your behalf—if that’s easier, Support can and does submit those internally for our customers all the time.
That said, I’d encourage you (or anyone with a similar request) to consider posting in the Netwrix Community, too. The main reason is that posts in the community portal go directly to our Product Management team, who monitor trends, prioritize features, and interact with customers directly. Feature requests that gather community interest are much more visible to decision-makers and can get additional traction when others comment or vote. It’s also a good way for you to stay updated on the status or progress of requests you care about.
If you’d rather not use the community portal, just let us know, and we’ll happily log the request with Product and R&D.
For your specific case with the network device and O/S support: While R&D does require a formal feature request (for tracking and planning purposes), I understand your frustration that this feels more like a product update than a new feature. If there are technical or business drivers behind the urgency (compliance, security, industry changes), please share those details with us. It can help strengthen the case for prioritization.
We want to make the process as painless as possible, so if you have any suggestions or preferences for how we handle requests in the future, I’m all ears.
Thanks again for your engagement and for helping us improve both our process and the product!