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.
Comments in the Inbox
The Inbox's "Comment" feature provides a similar overview to the regular Inbox view. It allows you to email the reporter, communicate with your team, and add internal comments. Depending on your setup, it can display notifications from all your projects in one place. You can reply to comments and delete notifications as needed. Deleting a notification in the Inbox won’t affect the associated Feedback Ticket in its project.
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.