Feedback Inbox

The feedback inbox is your central hub for viewing and managing all user feedback. It updates in real-time as new feedback arrives.

Accessing the Inbox

1. Select your project in the sidebar
2. Click "Feedback" or the project name

Inbox Views

Toggle between views:

Real-Time Updates

The inbox updates live as feedback arrives:

• New items appear at the top
• Counter badge shows new items
• No need to refresh the page

Filtering Feedback

Use filters to find specific feedback:

Status Filter

Category Filter

Filter by feedback category:

• Bug
• Feature Request
• Question
• Other
• Custom categories

Date Range

Select a time period:

• Today
• Last 7 days
• Last 30 days
• Custom range

Project Filter

If viewing all feedback, filter by project.

Widget Filter

Filter by specific widget.

Assignee Filter

Filter by assigned agent:

• All Assignees: Show all feedback
• Unassigned: Items with no assigned agent
• A specific team member

Searching Feedback

Use the search bar to find feedback containing specific text:

• Searches feedback message
• Searches internal notes
• Supports partial matches

Feedback Detail

UserHero gives you two ways to view a feedback item — a side panel and a full-page view — designed for different workflows.

Side Panel

Clicking any feedback item in the inbox opens it in a slide-over side panel that overlays the list. The inbox remains visible behind it, so you can:

• Quickly read a submission and decide if it needs action
• Move to the next or previous item without closing anything
• Triage a batch of new tickets rapidly, one after another

The side panel is the default experience and is optimized for speed — you stay in context, keep your filters, and never lose your place in the list.

Full-Page View

Click the expand icon in the panel header to open the same feedback item as a dedicated full-page view. Use this when you need more room to work:

• Writing a detailed internal note or a longer customer reply
• Reviewing a large screenshot or attachment
• Deep-diving into context, linked tickets, and activity history
• Sharing a direct URL to the ticket with a teammate

The full-page view carries over your inbox context (list position, filters, sort order), so the Previous / Next navigation buttons work exactly the same way as in the panel.

Which to Use

Click on any feedback to view its details:

Message

The user's feedback text.

Context

Automatically captured information:

Custom Metadata

If you've set metadata via UserHero.setMetadata():

userId: user_123
plan: pro
company: Acme Inc

Screenshot

If the user captured a screenshot, it appears here. Click to enlarge.

Rating

If the widget collected a rating, it displays here.

Navigating Between Feedback Items

Once a feedback item is open, you can move to the previous or next item without closing the view and returning to the inbox list.

Side Panel Navigation

When you open a feedback item in the side panel, two navigation buttons appear in the panel header next to the ticket number:

• Previous (left arrow) — go to the item above in the current list
• Next (right arrow) — go to the item below in the current list

The list order and active filters are preserved as you navigate, so you only move through items that match your current view. When you reach the end of the loaded page, the next page is fetched automatically and navigation continues seamlessly.

Full-Page Navigation

When you open a feedback item in full-page mode (via the expand icon in the panel), the same Previous / Next buttons appear directly next to the #Number heading at the top of the page. The same list context — sort order, filters, and position — is carried over from the inbox.

Keyboard Shortcuts

When focus is not inside a text field or editor, you can use:

Unsaved Draft Protection

If you have typed text in a reply or note field and try to navigate away before sending, navigation is blocked. The field with unsaved text is highlighted with an orange ring and scrolled into view so you can either send the draft or clear it before moving on.

Managing Feedback

Change Status

Click the status dropdown to update:

• New → In Progress: You're investigating
• In Progress → Resolved: Issue fixed
• Any → Archived: Close without action

Add Internal Notes

Add notes visible only to your team:

1. Scroll to the Notes section
2. Type your note
3. Optionally attach files using the paperclip button
4. Click Add Note

Notes are timestamped and show who added them.

Attachments in Notes

You can attach up to 5 files per note. Supported formats:

@Mentions in Notes

Type @ in the note editor to mention a team member. Mentioned users:

• Are automatically added as watchers on the feedback item
• Receive an in-app notification and email

Assign Feedback

Assign a feedback item to a team member:

1. Open the feedback detail
2. Click the Assignment card in the sidebar
3. Search and select a team member

The assignee is visible in the inbox table and can be used as a filter.

Watchers

Watchers are team members who receive notifications when the feedback item is updated. Users are automatically added as watchers when they:

• Are assigned to the item
• Reply to the customer thread
• Are @mentioned in a note

You can also manually watch/unwatch from the Watchers card, or add other team members.

Due Date & SLA

If a project has SLA rules configured, feedback items automatically get a due date based on their priority level.

• A due date badge appears in the sidebar
• When the deadline passes, the item is flagged as SLA breached
• Breached items show an indicator in the inbox table
• All watchers are notified of a breach

You can also manually set or change the due date.

Create Ticket

Agents can create feedback tickets on behalf of customers:

1. Click the Create Ticket button in the inbox header
2. Select a project
3. Enter the customer's email and message
4. Optionally set category and priority
5. Submit

The customer receives an email with a link to track the ticket. The creating agent is automatically assigned and added as a watcher.

Notifications

The notification bell in the sidebar shows updates on feedback you are watching:

• Assignment changes
• Status changes
• New comments and replies
• @mentions
• SLA breaches

Click a notification to navigate to the feedback item. Use Mark all read to clear unread badges.

Bulk Actions

Select multiple feedback items for bulk operations:

1. Check the boxes next to items
2. Use the bulk action bar:
   • Change Status: Update all selected
   • Delete: Remove selected items

Export

Export your feedback to CSV or Excel, independent of any active inbox filters.

1. Click Export
2. Step 1 — Configure: Choose a project, a date range (defaults to the last 30 days), a format (CSV or Excel), and which columns to include. Columns are grouped into Core, User Info, and Context sections. Toggle individual fields or use the group header to select all at once. Use the date picker sidebar to choose a preset — including All time — or pick a custom range.
3. Click Next to review
4. Step 2 — Review: Confirm the project, format, date range, record count, and column list
5. Click Export to start the export

For sets under 5,000 records, the file downloads immediately. For larger sets, the export is queued and processed in the background — a Recent Exports panel appears in the dialog where completed files can be downloaded once ready.

Inbox filters (status, category, assignee, etc.) do not carry over — the export dialog has its own independent settings. There is no row limit.

Linked Feedback

Connect related feedback items to track relationships, highlight duplicates, and understand dependencies.

Link Types

When linking, choose how the current ticket relates to the one you are selecting:

Links are bidirectional — each side shows the appropriate reverse relationship automatically (e.g. if A is "Duplicated by" B, then B shows "Duplicates" A).

Adding a Link

1. Open a feedback item
2. Scroll to the Linked Feedback card
3. Click Add Link
4. Select the relationship type
5. Search for the ticket by message text or ID
6. Click a result to create the link

Duplicate Handling

When you mark a ticket as Duplicated by another, the selected ticket (the duplicate) is automatically archived. This is recorded in the duplicate's activity log as a system action.

If the duplicate link is later removed, the archived ticket is automatically restored to New.

Link Indicator

Tickets that have at least one linked item show a small link icon next to their status badge in the inbox list. This lets you spot linked tickets at a glance without opening them.

Removing a Link

Click the × button next to a link to remove it. The link is removed from both tickets at the same time.

Best Practices

1. Triage daily: Review new feedback each day
2. Use statuses: Keep your inbox organized
3. Add notes: Document your findings
4. Set up integrations: Get notified in Slack/email

Next Steps