Learn the essentials of viewing, sharing, interacting with, and managing your feedback.
Viewing Feedback
Userback offers multiple ways to view your feedback, allowing you to choose the format that best suits your workflow.
Feedback Viewers
You can view your feedback with either the Feedback Viewer or the Feedback Sidebar.
About Feedback Sidebar
About Feedback Sidebar
In the Feedback Sidebar, you will see the screenshots, annotations, and comments associated with your selected feedback item. As well as other useful information such as status, priority, category, and the reporter's metadata. To access the Feedback Sidebar, go to the Feedback menu and select a feedback item.
💡Tip: To view the image full screen, simply click on the image in the Sidebar.
About Feedback Viewer
About Feedback Viewer
The Feedback Viewer displays all details of a submitted feedback item, including screenshots, annotations, comments, status, priority, category, and reporter metadata. The Feedback Viewer will generally be accessed via a link or through your email. You can access the viewer from the Userback Platform by copying the share link into a new tab.
Available Views
Userback provides four views for managing feedback: Board, Inbox, List, and Grid.
About Inbox View
About Inbox View
The Inbox view is ideal for methodically working through feedback and collaborating with your team and the reporter. It displays comments in a larger view, unlike other views that use the Feedback Sidebar.
About Board View
About Board View
In Board View, you can easily drag and drop feedback between statuses, assignees, and priorities, making it ideal for staying updated on feedback status and team management.
📘Note - Bulk Action is not available in Board View.
Viewing User Data
User data will be added to your feedback when you are tracking your users. Once enabled you'll be able to view all feedback from individual users.
How to View User Data
How to View User Data
Under 'User data" in your selected feedback, click on the User number. This will then show you an overview of all the feedback that the user has submitted and any user properties you have specified in your code.
For more information about enabling User Identification please see our Dev Docs here.
Viewing Video Screen Capture Feedback
To view your video feedback, go to the Feedback page, select the feedback, and open it to play the video, add comments, and create bookmarks for specific sections.
Comments
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.
Using Comments
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
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
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
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.
Email Capture Reply
If the appropriate Sharing is enabled, Userback also allows your users or reporters to reply via email to your comments.
About Email Capture
About Email Capture
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.
How to Resolve a Comment
How to Resolve a Comment
To resolve a comment, hover over the comment, a menu will appear and you can easily tick to Resolve.
Sharing Feedback
You can share feedback using a link or email and apply access controls to manage who can view it.
How to Share Feedback
How to Share Feedback
Go to your Feedback, click on the ellipsis menu and select 'Share'.
Copy the share link and paste it in your preferred communication app or email the link directly via the popup modal.
How to Edit Share Settings
How to Edit Share Settings
Go to your Feedback, click on the ellipsis menu and select 'Share'.
Go to 'Settings', Tab on and off your share preferences
Click 'Save'
📘Note: If you have Public Access and Public Commenting turned off, only internal members will be able to see or interact with your Feedback, this includes reporters.
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
How to Merge Feedback
Open the Feedback page
Use the checkboxes in the feedback list to select two or more feedback items.
Click on the "Merge" button that appears in the "Bulk Edit" menu down below.
Select the preferred primary feedback item using the prompt.
Click "Merge" and the selected feedback items will now be merged.
How to Unmerge Child Feedback
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.
Merge Feedback Frequently Asked Questions
Merge Feedback 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.
💡 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
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 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.
Searching and Filtering Feedback
The search tool is a great way to easily find the feedback you're looking for, especially when you have lots of feedback in your account. You can narrow down your feedback using multiple filters, making it easy to manage and act on feedback effectively.
About Searching and Filtering Feedback
About Searching and Filtering Feedback
Keyword Search:
Type
Status: Any combination of workflows you have configured and whether or not you wish to include merged feedback on the board.
Assignee
Priority
Category
Segment: Any identified User Segments.
User Property: If using a User Database, you can filter from User ID, Name, Email, or Custom Properties.
Rating
Reporter
Source
Page URL
Portal Visibility: If Feedback Portal is Active
Vote Count: If Feedback Portal is Active
Following
Only available on Board View:
Sort by: Date Created (Oldest / newest first) or Date Updated (Oldest / newest first)
Group by: Status, Priority, or Assignee
Tip: User property filters in Userback let you find feedback based on specific criteria, such as:
Open feedback from high-value customers.
Feedback from customers with a 'Basic' plan.
Using Feedback Categories
You can also add and remove categories to the feedback already captured from the Feedback Viewer or Feedback Sidebar. Learn more about Categories here.
How to add Feedback Categories
How to add Feedback Categories
Within the Feedback viewer or Feedback Sidebar, go to the 'Overview Tab'
In the "Category" section, you can add or remove categories by selecting them from the drop-down list.