Canny.io's CSV export contains your posts, statuses and vote counts, but not comments: those live behind Canny.io's separate JSON API. Before you close the account, pull both, check exactly what your next tool's importer reads, and know that the EU Data Act caps the switch itself at 30 calendar days, though only after a notice period that can run to two months.
This is written for anyone leaving Canny.io, whether you are coming to Docket or somewhere else entirely. The goal is that you keep your customers' words.
This page is one part of a larger guide. For the whole subject in one place, see what feedback tools actually cost.
What does Canny.io's CSV export actually contain?
The CSV export gives you post data: titles, descriptions, statuses, categories and vote counts. That is enough to rebuild a roadmap and to know what people asked for.
It is not enough to know why. Canny.io's CSV export does not include comments. If a customer explained their use case in the thread under a request, or your team answered a question there, none of it is in the file you just downloaded.
What does the JSON API get you that the export doesn't?
Comments. To pull them, you need Canny.io's JSON API rather than the export button. That is a genuinely different piece of work: someone on your team, or whoever is running the migration, has to call the API and reconstruct the threads, rather than opening a spreadsheet. There is a separate comment export inside the product, but it is gated by plan.
This feature is only available on the Business plan.
Canny.io help centre, on exporting comments
This is worth saying plainly, because it is easy to export the CSV, feel done, and only notice the gap once a customer asks why their comment history is gone. Do the API pull first, before you touch the cancel button.
To Canny.io's credit, none of this looks deliberately withheld. The CSV export is a self-serve download inside the product, not something you have to raise a support ticket for. And the two things a lot of people actually want, a one-click export of the whole board and a full export of users, are not secret either: they sit as open, unshipped feature requests on Canny.io's own public board, filed by Canny.io's own customers. The gap is missing tooling, not a hidden policy.
None of this is a case against Canny.io as a product. Its Autopilot AI, which reads Intercom, Zendesk, Freshdesk, Gong and Zoom conversations and captures and triages feedback without anyone filing a ticket, plus HubSpot and Salesforce sync so requests carry MRR, is still ahead of most of the category. This is a guide to leaving cleanly, not an argument for why you should.
What exactly do you need to pull, and from where?
| What you want | Where it lives | How you get it |
|---|---|---|
| Post titles, descriptions, statuses, categories | CSV export | Self-serve download |
| Vote counts | CSV export | Self-serve download |
| Comments and comment threads | Not in the CSV | Canny.io's JSON API, or the in-product comment export on the Business plan |
| Full board export, full user export | Neither, today | Open, unshipped requests on Canny.io's own board |
What does the EU Data Act change?
Less than the shorthand version suggests, and it is worth getting right before you put it in an email. The EU Data Act has applied since 12 September 2025, and it requires a switching contract to set out three periods, one after another: a notice period of up to two months, then a transitional period of at most 30 calendar days for the port itself, then a retrieval window of at least 30 calendar days. The short clock caps the switch, not the wait.
We are not lawyers and this is not legal advice. The obligation binds providers of data processing services, a defined term in the Act, and whether a feature request board falls inside it is a judgement we are not qualified to make. What is worth knowing either way is that no vendor in this category, Canny.io included, mentions the Act anywhere in its own materials. If support is going nowhere, asking which notice period and which transitional period your contract sets out is a concrete line for the email, and a harder one to answer vaguely.
What will your next platform's importer actually carry?
This is the part worth checking before you commit, not after, because "we import from Canny.io" is not one claim, it is several, and vendors do not all publish the same level of detail about which ones they cover.
| Destination | What's confirmed about its Canny.io import |
|---|---|
| UserJot | Boards, posts, votes, comments, statuses and users, described as a two-minute import |
| Featurebase | Not documented at this level of detail; confirm directly before switching |
| Frill.co | Not documented at this level of detail; confirm directly before switching |
| Nolt.io | Not documented at this level of detail; confirm directly before switching |
UserJot is the only one of these that publicly states its importer carries comments as well as posts and votes. That does not mean the others carry less, only that we could not confirm it from what they publish. Ask the specific question, "does your importer bring across comments, or only posts and votes," before you sign anything.
What order should you actually do this in?
1. Pull the CSV export first. Posts, statuses, categories, votes: get this down while the account is still active and nothing is time-pressured. 2. Pull comments via the JSON API second. This is the step people skip. Do it before you cancel, not after you notice something is missing. 3. Confirm what your destination's importer actually reads, using the question above, not the vendor's marketing page alone. 4. Keep both raw exports as a backup, independent of whichever tool you move to. A file you control outlives a support ticket. 5. Only then cancel. Canny.io prices by tracked user, and tracked users accumulate permanently: anyone who posts, votes or comments counts, and the count only goes up. There is no cost to finishing the export properly before you close the account, and a real cost to doing it in the wrong order.
One payment, no subscription, unlimited products.
Does it matter how big your Canny.io account got?
A little, for how much there is to move, not for whether any of the above changes. Canny.io's own pricing page states that exceeding your tracked-user limit means it "automatically upgrade[s] you to the next tier" with a prorated charge, unless you set a spend limit, and that once that spend limit is hit Canny.io "will stop tracking feedback from new users". At 100 tracked users the entry paid tier is $99 a month billed monthly; at 5,000, on that same monthly billing, it is $1,349. If your board has been running a while, budget more time for the comment pull, because there is simply more history to bring across.
Frequently asked questions
Does Canny.io's CSV export include comments?
No. The CSV export contains post data: titles, descriptions, statuses, categories and vote counts. Comments are not included and require Canny.io's separate JSON API, or the in-product comment export that Canny.io's help centre says is only available on the Business plan. If your migration plan only involves the CSV, you will keep the requests but lose the conversations underneath them.
How long does Canny.io have to give me my data under the EU Data Act?
Not 30 days from your request, which is the usual misreading. The Act requires a switching contract to set out a notice period of up to two months, then a transitional period of at most 30 calendar days for the port, then a retrieval window of at least 30 calendar days after that. We are not lawyers and this is not legal advice, and whether a feature request board is a data processing service in the Act's sense is a judgement we are not qualified to make. No vendor in this category mentions the Act at all, so ask which periods your contract states.
Which destination's importer keeps the most from Canny.io?
UserJot is the only one we could confirm publishes this level of detail: it describes a two-minute Canny.io import carrying boards, posts, votes, comments, statuses and users. Featurebase, Frill.co and Nolt.io do not publish equivalent detail, which is not proof they carry less, only that you should ask before switching.
Should I cancel my Canny.io subscription before or after exporting?
After, always. Pull the CSV, pull comments via the JSON API, and confirm your destination's importer covers what you need, in that order, before you cancel. Canny.io's tracked-user pricing means there is no cost to taking an extra day to get the export right, and a real cost to rushing it.
Is Canny.io hiding this data from me on purpose?
Nothing in what it publishes suggests that. The CSV export is a self-serve download inside the product, not gated behind a support request, and the two bigger asks, a full board export and a full user export, sit as open, unshipped feature requests filed by Canny.io's own customers on its own public board. The gap looks like missing tooling, not a hidden policy.