Comments allow you to talk with your internal team, respond to reporters, capture email replies from your customers or clients, and resolve individual comments on more complex issues. When adding comments, you can choose to keep them internal or visible to everyone with access to the Feedback Viewer. You can also select who will be notified.
Email Comments to Other Users
To choose who receives an email notification of a comment, type "@", and select members. Adjust this by selecting or deselecting names before posting.
Internal Comments
All comments are public by default you can adjust this when making a comment by clicking the 'Internal' checkbox. This limits the visibility to only logged-in members.
You can restrict members to internal comments only to avoid accidental external contact. Learn more here.
Email comments to the reporter
To email your comment to the reporter, click the "Bell" icon and ensure the Reporter is selected.
📘Note: If "Email reporter" isn't available, the reporter either didn't provide an email address or opted out of email notifications. You may consider making the email field mandatory in your widget settings.
Notification History
Every notification Userback sends has a status you can check. Open any feedback item to see a full log of who was notified, which channel it went through (email, Slack, etc.), and when. Use this to confirm a reporter received their update before following up, or to spot if someone has notifications turned off so you can reach them another way.
Each notification will show one of the following statuses:
Queued: the notification is waiting to be sent
Sent: Userback has sent the notification
Delivered: our email provider confirmed delivery
Failed: the notification could not be sent (e.g. invalid email address)
Bounced: the notification was rejected by the recipient's email server
Suppressed: the recipient has notifications turned off (unsubscribed or notifications disabled in their settings)
Email Capture Reply
If the appropriate Sharing is enabled, Userback also allows your users or reporters to reply via email to your comments.
When a comment is captured through an email reply, you'll notice the text "via email reply" in the comment thread. Any email attachments are also captured and stored alongside the comment in Userback, ensuring that all relevant information is conveniently organized in one place.
🚨 The email capture reply feature only works if the reporter provided an email address.
Resolving comments
When there is no further action required with a particular comment, you may wish to resolve it.
To resolve a comment, hover over the comment; a menu will appear, and you can easily tick to Resolve.
Reply Templates
Save time and streamline communication with reply templates. Easily create and manage reusable responses to minimize repetitive tasks. Quickly respond to team members or customers with just a few clicks. Learn more here.