A feature request is rarely submitted out of nowhere. Usually the person who wants it has already chatted with your team about the frustration that prompted it. Yaplet keeps that context: the ticket is tied to the visitor who submitted it, and from the ticket you can open their conversation.
How the link is created
When a visitor submits a feature request form through the widget, Yaplet records who they were on the ticket. If that visitor has a conversation, the ticket can open it. Nothing is needed from your team — the link is made when the ticket is.
Open the conversation from a ticket
- Open the request from your board.
- At the top of the ticket's sidebar you see a card with the submitter's name and email, and under it a Profile section with their ID, plan, country, external ID and last visit.
- In the Actions list, click View chat. It opens their conversation in the inbox.
From there you get the unfiltered context for why this matters to this person, without asking them to repeat themselves.
When the conversation is no longer there
Yaplet deletes old data on a schedule, so on an older request the View chat action is simply not offered. Everything below runs on inactivity — the clock restarts whenever there is activity, and it is the visitor's activity that counts, not the calendar:
- Conversations are deleted after three years without messages or agent activity on a paid plan, or 120 days on the free plan.
- Chat records that never received a single message — the empty shell created when someone opens the widget and closes it again — go after 60 days of visitor inactivity, on every plan.
- Anonymous visitors are deleted after 125 days of inactivity, and only once they have no conversations left.
- Visitors who identified themselves — with an email address, a phone number, or your own customer ID through
Yaplet.identify()— are kept indefinitely, as are visitors with a session replay, a security review status or a ban.
Tickets are never deleted by any of this. A feature request stays on your board with its title, description, votes and comments long after the visitor record or the conversation behind it has aged out. The only thing that changes is that the View chat action disappears from the ticket.
Useful for product decisions
When you are weighing up a high-vote request, open the conversations behind the top voters. You will often find nuance the title and description do not carry: edge cases, the workflow it is blocking, the manual workaround they are living with. That is what turns a vote count into a decision.
Finding a request from a conversation
The relationship runs both ways. If you are in the inbox and a visitor mentions they submitted a request, open the board and use the Filters button — the Visitor field matches on name, username, email or phone number, so their address finds their tickets.
Related reading
For an overview of how boards and tickets work, see Boards — the kanban primitive behind tickets, bugs, and feature requests.