How support agents can use Userback to understand reported issues faster, escalate them with full context, and keep customers updated until they're fixed.
Support often hears about a problem first, and is the team the customer waits on for an answer. Userback gives agents the visual and technical context to understand an issue without long back-and-forth, and a way to follow it through to a fix. For rolling Userback out to a support team, see Best Practices for Managing Feedback Across Teams.
Point users to help from the widget
Add a link to your help resources. Turn on the Custom Link component in Feedback > Settings > Widget > Design > Components to send users to your help center or contact page from the widget.
Open the widget from your existing Help button. Use the JavaScript SDK to open the widget from a button already in your app, so feedback and support share one entry point. See Create Your Own Custom Feedback Button.
Hand off to live chat. If you use a chat tool, you can open it from the widget. See Launch a Live Chat Tool from the Feedback Widget.
Log issues from your support inbox
Customers report bugs in support emails and chats, not only in the widget. Get those reports into Userback so the product team sees them.
Forward emails. Forward a customer's email from your inbox or help desk to your site's forwarding address. Userback creates a feedback item with an AI summary, the original email, and any attachments. See Email Forwarding.
See what the customer saw
Open a feedback item before you reply. Most of the questions you'd ask the customer are already answered there.
Screenshots. Users can annotate a screenshot to show the problem. To make sure every submission has one, ask your admin to set Auto-capture screenshot to Yes on Feedback > Settings > Widget > Design > More.
Session Replay. Watch what the user did before they submitted, including the confusing step, the error, or the broken link. See Session Replay.
Dev Tools. Console logs and network requests show whether something failed behind the scenes, which helps you tell a bug from a how-to question.
User Data. See who the customer is and their earlier feedback, if your team has set up User Identification.
Escalate with context
When an issue needs product or development, pass it on in Userback rather than in Slack, so the context travels with it.
Add an internal note with what you've learned, for example the customer's plan or how many customers have reported the same thing. Check Internal so the customer doesn't see it.
@mention the person who needs to act.
Send it to the development tool. Use Send to Jira or your team's connected issue tracker. With two-way sync, the feedback item updates when the issue is resolved, so you know when to tell the customer.
Routing and integrations are usually set up once by an admin. See Best Practices for Managing Feedback Across Teams.
Keep the customer updated
Reply with templates. Use reply templates for common answers, and personalize before you send. See Reply Templates.
Tell them when it's fixed. Resolve with the Resolve & Auto-reply option, if your team has turned it on, to send the reporter an update in the same step.
Follow your notifications. Your Inbox shows new comments and status changes on feedback you're involved in. Snooze what you can't act on yet.
See Best Practices for Closing the Feedback Loop for the full set of reporter automations.
Measure customer satisfaction
CSAT (customer satisfaction) scores show how customers feel about how their issue was handled.
Survey reporters after resolution. The Reporter satisfaction survey automation emails the reporter a CSAT survey after their feedback is resolved. See Configure Your Feedback Settings.
Run CSAT surveys in your app, or add a survey link to your customer emails. See How to Include a Survey in Your Reporter Notification Email.
Review low scores individually. They often point to a process problem, not only a product one.
What's next