What happens to what you send
It reaches the person who wrote the code. There is no support tier and no ticket queue in between — Folia is built and run by one developer, so a request lands with someone who can act on it, and the answer comes back from the same place.
Feature requests and software ideas are posted to the board on this page so other people can vote on them, which is largely how the order of work gets decided. Plain feedback is not posted publicly; it is read and kept private.
What makes a bug report fixable
The document is usually the whole answer. PDFs vary enormously in how they are built, and a file that fails is nearly always failing for a specific structural reason rather than a general one — so "the table came out wrong in this file" is far more useful than "tables do not work". Tell us which tool you used, what you expected, and what you got instead. If the file is confidential, describe how it was made: the program that exported it is often enough to reproduce the problem.
Feature requests that get built first
The ones that describe the job rather than the button. "I need to number 200 court exhibits consecutively across separate files" says what to build; "add batch mode" leaves the important half unsaid. Votes on the board carry real weight, because they show a request is more than one person's workflow.
When this is the wrong page
If something is broken for you right now, or your question is about a licence, an invoice or a refund, the contact page reaches the same person more directly and is not a public board. For teams, deployment and volume licensing, that is Folia for teams.