---
title: "Handling Support Requests for BigPicture Reports Customization Enhancements"
canonical: "https://support.appfire.com/space/SUPPORT/3504341029/Handling%20Support%20Requests%20for%20BigPicture%20Reports%20Customization%20Enhancements"
format: markdown
---
This page captures how to handle support requests similar to SUPPORT-252001, where a customer asks for report customization features that are not currently available in BigPicture Data Center.

# When to use this playbook

Apply this guidance when all of the following are true:

- The request is about **BigPicture Reports** behavior or presentation.
- The customer is asking for a **product enhancement**, not a defect fix.
- The feature is **not currently available** in the product.
- The request should be **linked to an internal feature request or backlog item**.

# What the customer requested

The customer wanted more control over report presentation and usability. The main request was the ability to choose which colors map to which values in charts. They also highlighted usability concerns with the default ordering of items and the need to manually collapse expanded sections.

> 📝 This is a good example of a **valid product gap** rather than a misunderstanding. The customer clearly described the business need and provided screenshots to show why the current experience is not ideal.

# Support assessment

For cases like this, support should classify the request as an enhancement when the current behavior is expected and there is no workaround that provides the requested level of control.

- **Not a bug:** the system is functioning as designed.
- **Feature gap:** customization options are missing.
- **Customer impact:** reduced reporting clarity and weaker presentation quality.
- **Best support action:** acknowledge the limitation, capture the use case, and link the request to product backlog tracking.

# Recommended support response pattern

1. Acknowledge the request and confirm understanding of the business need.
2. State clearly whether the feature exists today.
3. If unavailable, explain that the request matches an enhancement rather than a defect.
4. Link the case to the internal feature request or backlog item.
5. Share any safe summary that can be disclosed, such as the general goal of the feature.
6. Invite the customer to add more context that could help product prioritization.
7. Close the ticket once the customer confirms there is nothing further needed from support.

# Suggested customer-facing wording

> Thanks for reaching out and for sharing the screenshots and context. At the moment, BigPicture Reports does not support customizing chart colors, including assigning specific colors to specific values in pie or bar charts.
> 
> This is a feature request rather than a product defect, and we have linked your case to the corresponding internal enhancement request so your interest is captured. While we cannot share internal backlog tickets publicly, the current goal associated with the request is to make it possible to customize colors in pie and bar charts.
> 
> If you have any additional details about your reporting needs, such as preferred color mapping behavior or sorting expectations, feel free to share them. That context can help shape future development.

# Important handling notes

- Do not imply delivery timing unless product management has formally confirmed it.
- Do not share internal backlog links if policy does not allow it.
- Do not frame the request as a bug if the product is working as designed.
- Do capture adjacent asks if they are closely related, such as sorting, grouping, or expand/collapse behavior.

> ⚠️ Customers may ask whether their ticket is actually linked if they cannot see a public reference. Respond clearly: confirm the internal linkage, explain the visibility policy, and provide a brief description of the feature goal instead of a backlog URL.

# Resolution pattern

The case was resolved correctly by confirming the limitation, linking the request to the internal enhancement, explaining that public backlog sharing is no longer available, and then closing the ticket after customer acknowledgment.

> ✅ Good outcome: support set accurate expectations, preserved customer feedback for product review, and avoided overcommitting on roadmap or timelines.