Learn the essentials of managing and interacting with your feedback.
Merging Feedback
You can merge multiple feedback into one. It's a simple way to clean up your feedback and get a clearer picture of what your users really care about. Plus, all the related feedback is tucked under one main item.
How to Merge Feedback
Open the Feedback page in your workspace.
You can merge feedback in two ways:
Option 1: Use the checkboxes in the feedback list to select two or more items. The first item you select will become the primary feedback.
Option 2: From any feedback item, click the ellipsis menu and select "Merge Duplicates."
a. Use the search bar to find related feedback
b. Select from the list of Suggested Duplicates, which surfaces similar items automatically based on the title
c. Preview each suggested duplicate before merging to ensure it’s relevant. You can click to expand and compare feedback items directly in the merge modal.
Once you’re happy with your selection, click “Merge” to combine the feedback into one thread.
How to Unmerge Child Feedback
Open the child feedback that needs to be unmerged.
Open the details panel located on the right-hand side of the open Child Feedback.
Select the "Unmerge" option.
The child feedback item will now be unmerged from the primary feedback item.
💡 Merging feedback items combines the status, assignee, type, and vote count of the Primary feedback item, resulting in a more accurate representation of an idea or issue's overall popularity.
Following Feedback
You'll often receive feedback in your Userback account that needs to be worked on by multiple people in your team. So it's important that you can keep up with the progress of feedback you may not be directly working on. This is where following comes in.
How to Follow Feedback
Following means you receive notifications when things happen on a feedback. For example, you'll be notified when someone comments on, reassigns, changes the status or workflow.
Select follow from the drop-down menu available on each feedback to follow an issue.
Followed issues can be identified by a small icon
visible on the bottom right of the card.
Finding and filtering followed feedback
Finding feedback that you are following is easy and will allow you to filter out all of the feedback that you are following. Once followed feedback has been filtered, you can easily order this feedback by date updated or date created for easier scanning.
To filter followed feedback:
Select the more drop-down from the filter bar
Click + Add filter
Add 'Following' and change the selector to 'Yes'
Feedback you are following will now be displayed in your current view.
Feedback Due Dates
Keep your team on track by adding due dates to your feedback, ensuring faster bug resolution. Setting a due date also triggers inbox and email notifications as your deadline approaches or passes. You can even automate due dates in your project’s automation settings. Learn more here.
About Feedback Due Dates
By default, feedback items do not have a due date unless you have automated due dates enabled in your project settings.
To manually set a due date, go to the feedback, in the 'due date' drop-down, you can choose from the following options:
Tomorrow
One week from the current date
A custom date of your choice
Once a due date is set, the assigned team member will receive the following reminders:
Two days before the deadline: Inbox and email notifications
If overdue: Inbox and email notifications
You can also update due dates for multiple feedback items in bulk to save time.
Searching and Filtering Feedback
The search and filter tools make it easy to find the feedback you're looking for, especially when you have a large volume in your account. You can narrow down your feedback using multiple filters, save your most-used combinations for quick access, and search by keyword or meaning.
Search
Click the search bar at the top of your feedback view to access search modes. You can use one or both of the following:
AI context search: finds feedback by meaning rather than exact keywords. Search for "performance issues" and it will surface feedback about slow loading, lag, timeouts, and related topics, even if those exact words don't appear in the feedback.
💡 AI context search is available on the AI Assist package and can be toggled on or off from the search panel. If you don't have the AI Assist package, or AI context search is turned off, text match search works as normal.
Text match: exact keyword search across selected fields. You can choose which fields to search in:
Title & description
Comments
Feedback ID (e.g. 1234567)
Page URL
Reporter name & email
Display Options
Click the Display Options button to control how your feedback is presented:
Group by: Status, Priority, or Assignee
Sort by: Date Created or Date Updated
Order: Newest first or Oldest first
Show screenshot
Show sentiment
Show merged feedback
Filters
Click the Filters button to open the filter panel. Use Quick Filters on the left for common views, or click Advanced Filters to build a custom filter using any combination of the following conditions:
Type
Status: Any combination of workflows you have configured.
Assignee
Priority
Category
Source
Page URL
Rating
Sent to Integration
Created Date
Updated Date
Due Date
User Sentiment
Action Required
Theme
Reporter
User Segment: Any identified User Segments.
User Property: If using a User Database, you can filter from User ID, Name, Email, or Custom Properties.
Portal Visibility: If Feedback Portal is Active
Vote Count: If Feedback Portal is Active
Following
Empty Description
💡 User property filters let you find feedback based on specific criteria, such as open feedback from high-value customers, or feedback from customers on a specific plan.
Saving and Pinning Filters
Once you've set up a filter combination you use regularly, you can save it for quick access later.
To save a filter:
Open the Filters panel and set your conditions
Click Save filters in the top right of the panel
Give your filter a name, this will appear in My Saved Filters the next time you open the Filters panel
To pin a saved filter:
Open the Filters panel
Click the star icon next to any saved filter
Pinned filters appear as shortcuts at the top of your feedback view
Saved and pinned filters are personal to your account. Each team member can set up their own view.
Feedback Categories
Categories are managed directly from within a feedback item using the Category field in the right-hand panel. Select an existing category from the dropdown or type to add a new one. The dropdown shows your 10 most recently used categories, use the search field to find others in your library.
If you want end users to choose from a predefined set of categories when submitting feedback, configure these separately in your widget settings. Widget categories appear in the widget only and are not added to the internal category dropdown your team uses.
⚠️ Note: If a category hasn't been used for 180 days it will be removed from your library automatically. Categories cannot be removed manually.
Frequently Asked Questions
Q: Can I merge feedback items with different types, assignees, statuses, or priorities?
A: Yes, you can. The merged item will take on the status and priority of the primary item. This helps to simplify the management of related feedback and provides a more accurate representation of the overall popularity of an idea or issue.
Q: Can I merge two primary feedback items that have their own linked child feedback?
A: Yes, merging two primary feedback items at once will allow you to confirm which should now be the primary item. The old primary and child issues will all be linked under the new primary, providing complete visibility over related feedback in a simplified view.
Q: Are comments merged or shared between merged feedback?
A: No, comments will remain in their respective feedback items and will need to be managed separately from the primary feedback item. However, the status, assignee, and type are synced, allowing you to easily manage and prioritize feedback.