Workflows

Workflows let you organize customer interactions into structured pipelines. Instead of managing everything from the feedback inbox, you can route items into dedicated boards with statuses, priorities, and assignees.

Three Workflow Types

UserHero provides three workflow templates, each designed for a different team:

Issues (Product Teams)

Track bugs, feature requests, and product improvements.

Status	Description
Open	New issue, not yet triaged
In Progress	Actively being worked on
Resolved	Fix or feature shipped
Closed	No action needed or duplicate

Best for: Bug reports, feature requests, technical debt tracking.

Tickets (Support Teams)

Manage customer support requests with a service desk workflow.

Status	Description
New	Just received, awaiting response
Awaiting Response	Waiting for customer reply
In Progress	Being investigated or resolved
Resolved	Issue addressed, customer notified
Closed	Conversation complete

Best for: Help requests, customer questions, support escalations.

Leads (Marketing / Sales Teams)

Track prospects through a sales funnel.

Status	Description
New	Lead just captured
Contacted	Initial outreach made
Qualified	Confirmed as a real opportunity
Proposal	Offer or demo sent
Won	Converted to customer
Lost	Did not convert

Best for: Contact form submissions, demo requests, newsletter signups.

How Workflows Fit Together

Widget → Feedback Inbox → Workflow (via intake rules or manual)
                              ↓
                         Kanban Board
                              ↓
                    Sync to Jira / Linear (optional)

A customer submits feedback, a lead form, or a support request through a widget
The submission appears in your feedback inbox
Intake rules automatically route it to the right workflow, or you can add it manually
The item appears on the workflow's Kanban board where your team triages it
Optionally, the item is synced to Jira or Linear for your existing project management tools