Managing Feedback

Your complete guide to processing, organizing, and responding to customer feedback efficiently. Learn the workflows and features that help teams stay on top of customer needs.

Status Lifecycle

Every feedback item follows a clear workflow from submission to resolution. Understanding this lifecycle helps you maintain organized processes and clear team communication.

OpenNew Feedback

Default status for all new feedback. Items marked as "Open" need initial review and triage.

Next steps: Review, assign to team member, or change to "In Progress"

In ProgressBeing Worked On

Someone is actively investigating or addressing this feedback. Perfect for tracking current workload.

Best practice: Assign to specific team member when moving to this status

ResolvedIssue Addressed

The underlying issue has been fixed or the feedback has been implemented. The customer should see improvement.

Tip: Great status for tracking team productivity and resolution metrics

ClosedNo Further Action

Feedback that doesn't require action, is duplicate, or has been fully addressed and confirmed by the customer.

Use for: Duplicates, invalid reports, or completed items confirmed by users

ArchivedRemoved from Active View

Old feedback that you want to keep for records but remove from daily workflows. Archived items remain searchable but don't clutter active lists.

Good for: Seasonal feedback, outdated feature requests, or completed long-term initiatives

Team Assignment

Efficient feedback management relies on clear ownership. FeedbackviewWidget's assignment system helps distribute work fairly and tracks accountability.

Assignment Strategies

By Expertise

Assign bug reports to developers, feature requests to product managers, and support questions to customer success.

By Workload

Distribute assignments evenly to prevent burnout and ensure timely responses.

By Priority

High-impact items should go to senior team members who can act quickly.

💡 Quick Assignment Tip: Use the keyboard shortcut a to quickly assign the selected feedback to yourself.

Bulk Actions

When managing multiple feedback items, bulk actions save significant time. Select multiple items using Shift+Click to access powerful batch operations.

How to Select Multiple Items

1Click first item - This selects your starting point

2Hold Shift + Click last item - This selects the range between first and last

3Bulk actions appear - The bulk actions overlay shows available operations

Keyboard Shortcuts

Power users can navigate and manage feedback much faster using keyboard shortcuts. These work when you have a feedback item selected.

Navigation

Next feedback itemj

Previous feedback itemk

Quick Actions

Mark as resolvedr

Assign to yourselfa

Archive feedbacke

Best Practices

Do's

Triage new feedback within 24 hours

Use impact scores to prioritize urgent issues

Assign feedback based on expertise and workload

Update status as work progresses

Archive old items to keep the inbox focused

Don'ts

Leave high-impact feedback unassigned

Close feedback without addressing the issue

Ignore status updates from team members

Let the inbox become cluttered with old items

Use bulk actions without reviewing selections

📊 Measuring Success

Track these metrics to ensure your team is managing feedback effectively:

• Average time from submission to first response
• Distribution of assignments across team members
• Feedback resolution rate
• Number of items moving from "Open" to "In Progress" daily

Documentation