Daily Management of Users' Feedback

Dashboard for feedback items

• Feedback management

  • Dashboard and feedback list
  • View and manage feedback
  • Manage and label feedback items
  • Assign feedback items to your team
  • Search and filtering feedback items

• Communicate with your team and users via Usersnap

  • Add attachments to the conversation

• Inbox - customize your own view

Notifications

• Project-specific notifications

Statistics, Reports and Exporting

• Statistics and reports
• Export your projects' feedback items

Additional Functions

• Content Security Policy
• Change feedback priority
• Change feedback status
• Add feedback from dashboard
• Allow visitor feedback prioritization

View Types

1. Kanban View

Sort feedback items into specific status columns. Align statuses with your internal workflow and optimize as a roadmap.
More details in KANBAN.

2. List View

Overview of feedback items as a list.
Split view provides quick preview of project feedback items.

View and Manage Feedback

Click on any feedback item to see its details in the split view on the right side.

You can edit the title and comment field of the feedback item:

Available actions for feedback items:

• Set status (open, in progress, review or done)
• View screenshot with annotations
• Check submission URL
• Read user comments and messages
• View multiple screenshot comments
• See sentiment analysis with smileys
• Access details like screen size, browser info, location
• Assign to team members
• Add categorization labels
• Send to integrated third-party solutions
• Transfer to another project
• View submission timestamp
• Read user/team communication history

Bulk Actions (List View Only)

Available bulk actions in "Feedback list" and "Inbox":

• Delete
• Change status
• Assign
• Label
• Mark read/unread
• Share/send to integration (not in inbox)

Search and Filter Feedback Items

The search functionality allows filtering feedback items using various terms. Search covers:

• Full-text search
• Labels
• Time periods
• Assigned persons
• Integration status
• Feedback item numbers (#)

"Not" filters are available for labels and assignees:

Save frequently used filters for quick access:

Team Communication and Customer Replies

Use the reply feature to enhance customer support with browser screenshots. Replies are sent via email to customers, who can view the conversation from the Usersnap dashboard.

Only customer-directed messages are visible to them. Internal notes remain dashboard-only.

Notes are team-internal while replies reach reporters via email:

Users can edit/delete their notes/replies within a 3-minute window:

Edited/deleted messages are clearly marked. Comments can receive "Likes":

Attach up to 10 files to external replies or internal notes:

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Premium Feature

Contact our customer success team for details.

Saved Replies

Create, edit, and select reply templates. Available only for replies, not notes:

Templates are user-specific across all projects:

👍

Premium Feature

Contact our customer success team for details.

Attachments in Conversations

Team members can add attachments to replies or notes:

Reporters can add attachments via email replies:

Label Management

Add and manage labels to categorize feedback:

Edit existing labels:

Create new labels with custom colors:

Team Assignment

Assign feedback items to team members who receive notifications:

Status Management

Available statuses:

• Open
• In progress
• Review
• Done

Priority Management

Set priorities for feedback items:

• High
• Medium
• Low
• None

User Priority Selection

Enable priority selection in the feedback widget:

User view of priority selection:

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How is a feedback item's subject determined?

The ranking (order of priority) of the widget fields that can be used as item subjects are:

1. First text field
2. Poll ratio (can also be multi-choice)

Duplicates

Open the dropdown menu at the right-side panel to match duplicated feedback items.