How to use comments with your feedback
Jon avatar
Written by Jon
Updated over a week ago

Using comments in Userback is a great way to manage feedback and collaborate with your team and with your clients. You have to ability to mention and notify specific people, the team only or the original reporter. As well as editing and resolving specific comments to manage your workflow.

How to add comments

All comments are located in the Comments side panel of the Feedback viewer.

Within the thread, you can reply to the original poster of the comment or any comment that is left under the original comment. Along with your text reply, you can also include emojis and attachments.

Notify others about your comment

Email comments to the reporter

If you would like the person who reported the feedback to receive an email with your comment, click the "@" icon and ensure that the Reporter is selected.

Email comments to other users

The other users in your account may have opted to receive notifications about new comments. When you select "@", you will see these users with a tick beside their name. This means they will receive an email with your comment. However, you can override the default setting for individual users by selecting/deselecting their names before posting your comment.

Email Capture Reply

Userback also allows you to capture comment replies via email replies. When the email can be directly replied to, you will see a prompt at the end of the email with the text "You can directly reply to this email".

Email attachments are also captured and stored against the comment in Userback, making it easy to keep track of all the relevant information in one place.

When a comment is captured via email reply, you will see the text "via email reply" in the comment thread, so you know that it was added via email. This makes it easy to keep track of how feedback was received and responded to.

Please note that the email capture reply feature only works if the reporter provided an email address with their feedback. If no email address was provided, the email capture reply feature will not be available.

πŸ“˜Note - If you don't see the "Email reporter" option, it's because the reporter did not provide an email address with their feedback. If you require an email from the reporter, you may wish to make the email field mandatory in your widget settings.

The reporter also may have opted out of receiving email notifications in relation to their feedback. In this case, the "Email reporter" option will be disabled.

Choose who can see comments

When adding comments, you can choose who will be able to see them in the Feedback Viewer.

Everyone can see

This allows everyone with access to view the feedback to see your comment.

πŸ“˜ Note - If you have chosen to allow public access to the feedback, you are effectively allowing everyone to also see your comment.

Team only

This means only the people who are logged into your account can see your comment. Although you can still use the "Email reporter" option to notify the reporter with your comment if you wish.

πŸ“˜ Note - Comments that are Team Only will be displayed with a lock.

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.

πŸ’‘Tip - This does not resolve the feedback, only that specific comment.

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