How to get more useful feedback from your users with a well-placed widget, targeted surveys, an Ideas Portal, and the feedback your team already hears by email and in Slack.
Most users won't go looking for a way to give feedback. You get more of it when giving feedback takes seconds, happens where users already are, and is requested at the moment they have something to say.
Make the widget easy to find
The feedback widget is always available, so users can report a problem the moment they hit it.
Keep the launcher visible. Place it where users will see it without covering your own UI. See Create and Edit Your Feedback Widget.
Open it from your own button. If your app already has a "Help" or "Feedback" button, use the JavaScript SDK to open the widget from it. See Create Your Own Custom Feedback Button.
Add it to your mobile app. If you have a native iOS or Android app, embed the widget with the Mobile SDK so users can report issues without leaving the app.
Show the widget to the right people
On Feedback > Settings > Widget > Target, you choose who sees the widget and where:
Audience: All users, or Users in a segment, such as trial accounts or a beta group. See Users and Creating Segments.
Pages: all pages, specific pages by URL, or only when a query string is added.
Devices: Desktop, Tablet, and Mobile.
Showing the widget where feedback is most useful, for example inside your app rather than on your pricing page, gets you more relevant reports and fewer stray ones. See Target Who Sees Your Feedback Widget.
Make visual feedback the default
Screenshots and recordings make it faster for users to explain a problem, so more of them finish the form.
Capture a screenshot automatically. On Feedback > Settings > Widget > Design > More, set Auto-capture screenshot to Yes. Every submission then starts with a screenshot, even if the user doesn't take one.
Let users record their screen. The widget's recording tool lets users show a problem step by step. Set how long a recording can run with Screen Recording Max Length on the same tab.
Offer only the feedback types you'll act on. On the Feedback Types tab, turn off the types you don't need and rename the rest in your users' language, for example "Report a bug" or "Suggest a feature".
See Create and Edit Your Feedback Widget for step-by-step instructions on the More and Feedback Types settings.
Ask at the right moment with surveys
Surveys collect feedback from users who would never open the widget on their own.
Trigger surveys after key actions, such as completing onboarding, using a new feature, or upgrading. That's when users have a fresh opinion.
Target a segment, such as new users or long-term customers, so each survey reaches the people it's about.
Keep it short. A few questions, ideally with one open-text question, get more complete responses than a long form.
See Best Practice for In-App Surveys for more, and Target and Trigger Your Survey for the trigger options.
Give customers an Ideas Portal
The Ideas Portal is a public page where customers suggest ideas, vote on other people's ideas, and follow your roadmap. Customers contribute more when they can see others doing it and see ideas move to shipped.
Put it where customers already are. Turn on the Ideas Portal, Roadmap, and Announcements components on Feedback > Settings > Widget > Design > Components, and link the portal from your app, help center, and release emails.
Keep statuses up to date. Customers keep contributing when they can see ideas move forward.
Use votes to prioritize. Votes show which requests matter to the most customers.
Forward feedback from email, CRM, and support tools
A lot of feedback reaches your team by email: in support inboxes, CRM notes, and help desk conversations. Forward it to Userback so it's counted alongside everything else.
Email Forwarding. Each site has its own forwarding address, under Feedback > Settings > Email Forwarding. Forward an email from your inbox, CRM, or support tool, and Userback turns it into a feedback item with an AI summary, the original email, and any attached images. See Email Forwarding.
Keep the address internal. Email Forwarding is built for your team. Don't share the address with customers.
Restrict who can send. Turn on Restrict the domains or email addresses, then use Add domain or email to allow only your company's domain.
Tell the customer you've logged it. When you forward a customer's email, reply to let them know, for example "Thanks, I've added this to our feedback tool".
Capture feedback from Slack
A lot of product feedback comes up in Slack first: a support escalation, a note from a sales call, a bug a teammate spotted. The Userback Slack app turns a Slack message into a feedback item without leaving Slack, so the insight isn't lost in a busy channel.
Log it the moment it comes up. On the message, open the ··· menu and choose Create feedback in Userback. Logging it straight away keeps the context and saves chasing it later.
Let AI write the summary. Userback summarizes the message into a clear title and description, which you can edit before sending.
Capture the whole thread. Use Reply in thread to include the original message and up to 10 replies in the summary, so the full discussion comes with it.
Each team member installs and connects the app for themselves. See Send Feedback Direct from Slack to Userback.
This is the opposite direction from the Slack integration, which posts Userback notifications into a Slack channel. See Connect Userback with Slack.
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