Why isn't feedback from my support conversations showing up in Canny?
The Canny help pages give 4 common reasons. The first to rule out: Autopilot reads a support conversation only once it is closed, so feedback from conversations still open has not arrived yet.
What causes it?
Autopilot reads a support conversation only once it is closed, so feedback from conversations still open has not arrived yet.
In the Canny help:
Conversations are only processed after they are closed out in Intercom, Zendesk, etc.
Autopilot, read 2026-11-12.When many items are waiting for review in the Autopilot inbox, new conversations can stop syncing until the backlog is cleared.
In the Canny help:
Canny only syncs new conversations if the inbox has less than 100 pending items.
Autopilot, read 2026-11-12.Only conversations with recent activity are synced, so older conversations can be skipped.
In the Canny help:
Canny will only sync data from conversations where the most recent interaction occurred within the last 30 days.
Autopilot, read 2026-11-12.A conversation is reviewed once, so feedback added after it is reopened is not picked up again.
In the Canny help:
Conversations are only reviewed by Autopilot once, even if later re-opened.
Autopilot, read 2026-11-12.
How do I check it myself?
Check the Autopilot inbox with an admin role that can see it, since not every admin role can.
In the Canny help:
The Autopilot inbox is visible to admins with the Owner or Manager admin role.
Autopilot: Ideas, read 2026-11-12.Look at internal ideas as well as your public board, since ideas Autopilot creates stay internal until someone publishes them.
In the Canny help:
By default, ideas created by Autopilot are internal only.
Autopilot: Ideas, read 2026-11-12.
How does Canny work with Feder?
- Connect Canny to Feder and it joins your Experience apps.
- When you connect Canny, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.
Some numbers are too quiet to judge daily, such as a form filled in a few times a week. Until there is enough of your own history to judge a change, Feder says it is still learning and scores nothing, rather than guessing.
See whether you can trust the numbers in Canny, one of your Experience apps. Feder only reads. It never changes anything in Canny.
What else goes wrong with these numbers?
- Why did the number of feedback posts drop in Canny?Canny
- Why did my Canny feedback posts suddenly jump?Canny
- Why did Google Analytics stop collecting data?Google Analytics
- Why aren't my key events showing in Google Analytics?Google Analytics
- Why does Google Analytics show (not set)?Google Analytics
See every question.
Where do these answers come from?
Every cause and check on this page comes from the Canny help pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.