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

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.

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. Click Add Note

Notes are timestamped and show who added them.

@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 feedback data:

1. Apply any filters you want
2. Click "Export"
3. Choose format: CSV
4. Download the file

CSV includes all fields: message, status, category, context, metadata, timestamps.

Keyboard Shortcuts

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