Core concepts
The building blocks of Quackback: workspaces, boards, posts, statuses, portal users, and team roles (Owner, Admin, Manager, Contributor, and custom roles).
This article explains the building blocks of Quackback: workspaces, boards, posts, statuses, and the people who use them. Understanding these is enough to get started.
Workspaces
A workspace is your Quackback home: the container for your boards, posts, conversations, help articles, team members, and settings. On Quackback Cloud you can create more than one workspace. Each self-hosted deployment is a single workspace.
Boards
Boards keep different types of feedback organized. Common examples: "Feature Requests", "Bug Reports", "Integrations".
Each board has a name, a URL slug (for example /b/feature-requests), and a public or private visibility setting.
Tip: Start with 2-3 boards. You can always add more later, but too many boards confuse users about where to post.
See Organize feedback with boards.
Posts
A post is a single piece of feedback: an idea, request, or bug report. Posts belong to a board and include a title, description, status, tags, votes, and comments.
Posts move through your workflow as your team triages them:
Open > Under Review > Planned > In Progress > Complete
|
+--> ClosedWhen a post's status changes, subscribed users are notified automatically.
Statuses
Statuses show users what's happening with their feedback. They're organized into three categories:
Category | Default statuses | Purpose |
|---|---|---|
Active | Open, Under Review, Planned, In Progress | Posts that need attention or are being worked on |
Complete | Complete | Posts that have been addressed |
Closed | Closed | Posts that won't be implemented |
You can create custom statuses like "In Design", "In Beta", or "Blocked" to match your workflow.
Users and roles
Everyone in a workspace is either a portal user or a team member.
- Portal users are your customers. They sign up through your public portal or are identified by the widget in your app. They can submit feedback, vote, comment, and contact support.
- Team members are invited by an Owner or Admin and work in the admin dashboard. Each team member has a role.
Quackback ships four role presets, from broadest to narrowest access:
Role | What it grants |
|---|---|
Owner | Full access, including billing and role management |
Admin | Full access except billing |
Manager | Configures and operates the whole product and inbox, but not workspace-level settings |
Contributor | Works feedback and support queues day to day, without configuring product structure or settings |
If none of the presets fits, create a custom role with exactly the permissions you need. Every workspace needs at least one Owner. See Understand roles and permissions.
Note: Team members can browse the public portal while signed in. Your app can also identify a teammate in the widget as a customer, for example to test it. That widget session never unlocks the admin dashboard.
More to explore
- Tags: label posts across boards by platform, priority, or team
- Roadmaps: show users what's planned, in progress, and shipped
- Voting: let users prioritize what matters most
- Comments: threaded discussions with official team responses
- Changelog: announce shipped features and close the feedback loop
- Support inbox: answer customers through Messenger chat, email, and tickets
- AI & Automation: Quinn and workflows
- API and webhooks: automate workflows and build custom integrations
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