Every comment on a feedback item is public by default, visible to the reporter and anyone else with access to the item. The Internal toggle is what keeps a note inside your team.
Public reply vs. internal note
Below the comment box, check Internal before you post to keep that comment from ever reaching the reporter. The text area itself switches to a dark background while Internal is on, so you have a visual cue you're in internal-note mode before you hit send, not just a checkbox to remember.
Leave Internal unchecked to post a normal public reply. If you need to stop a specific teammate from ever posting publicly by accident, you can restrict their site permission to internal notes only. See Site Settings: General, Domains & Members.
Write faster: templates, emoji, and AI assist
The comment box has three tools built in:
Templates: click the template icon to search your saved canned responses. Each result shows a preview of its text (for example, a "Feedback received" template) before you insert it.
Emoji picker: click the emoji icon to search and insert an emoji.
AI assist: with a draft comment in the box, an inline popup offers Fix spelling & grammar, Improve writing, and Simplify text.
See Reply Templates for how to create and manage the templates that show up in that picker.
Notify specific people
Notify a teammate: type
@in the comment box and select from the list. Deselect anyone you don't want notified before posting.Notify the reporter: click the bell icon and make sure the reporter is selected. If that option isn't available, the reporter didn't provide an email address, or opted out of email notifications.
Consider making the email field mandatory in your widget's form settings if this comes up often.
Notification history
Open a feedback item to see a log of every notification sent from it: who was notified, which channel it went through, and when. Each entry shows one status:
Queued: waiting to send.
Sent: Userback has sent it.
Delivered: confirmed delivered by the email provider.
Failed: couldn't be sent, for example an invalid email address.
Bounced: rejected by the recipient's mail server.
Suppressed: the recipient has notifications turned off.
Use this to confirm a reporter actually received an update before following up, or to spot someone whose notifications are off so you can reach them another way.
Replies by email
If public access and commenting are enabled for an item (see Share a Feedback Item), a reporter can reply to your comment directly from their email instead of opening Userback. A reply captured this way shows "via email reply" in the thread, with any attachments carried over. This only works if the reporter has an email address on file.
Resolving a comment
A single comment thread can be marked resolved independently of the feedback item's own status. Hover over a comment and check Resolve from the menu that appears. This is separate from resolving the whole feedback item, which is covered in View and Organize Feedback (Board, List & Inbox Views).
What's next