Email is still one of the most common ways feedback is shared. Now with Email Forwarding in Userback, you can forward customer feedback directly from your inbox into the right project, keeping everything in one place and ready for action.
⚠️ Note: Email Forwarding is designed for your internal team. It’s not intended for your customers to send feedback directly to your Userback projects. With that in mind, we don’t recommend sharing your Userback forwarding address with customers.
What is Email Forwarding?
Email Forwarding allows you to forward emails to a unique address tied to a specific Userback project. Once received, our AI will clean up and summarize the email, automatically turning it into a feedback ticket, complete with a title, description, and reporter.
This is ideal for:
Internal team members sharing feedback from clients or colleagues
Centralizing insights, bugs, and requests scattered across inboxes
Logging feedback from tools like Salesforce, Zendesk, or Intercom
How to Set Up Email Forwarding
Go to your Project Settings and select the Email Forwarding tab
(Optional) Set domain or email restrictions to control who can forward feedback
Copy your project’s unique forwarding address
Share it with internal team members who will be sending feedback via email
💡 Best practice: Add this to your internal workflow documentation so team members can easily forward customer feedback.
Restrict Access to Email Forwarding
To protect your workspace, you can restrict which domains or emails are allowed to send feedback to your forwarding address. This prevents accidental access or misuse if the email is shared outside your team.
How Email Forwarding Works (Behind the Scenes)
AI summarization: When an email is forwarded, Userback automatically cleans it up and rewrites it into a clear, concise feedback item. Using the email subject line as the feedback title and the email body as the feedback description.
Reporter detection: We extract the original sender from the email body, even if the message was forwarded through Salesforce or help desk tools.
Anonymous Reporter: If the original sender can’t be identified, the reporter will appear as anonymous, which you can update manually.
Original Email: Integration logs will show the original email content before AI intervention.
Email Attachments: All email attachments will be attached to the feedback.
Recommended Use
If you're forwarding feedback from a customer, reply to them with something like:
"Thanks! I’ve added this to our feedback system — we’ll keep you posted on any updates."Use with tools like Zendesk, Salesforce, or Intercom that allow forwarding. Please note that the original source needs to be an email and not a chatbot conversation.
Use with CRM's like Hubspot to capture customer success and sales emails.
Perfect for teams using Zapier or other integrations that rely on email workflows.
You don’t need to use BCC or CC. Simply forward the email in any way that works best for your workflow.
Available on Company, Scale, Business Plus, and Premium Plans