Triage feedback in the inbox

The Feedback area is where your team reviews everything users are asking for, triages it, and responds without leaving the page. This article covers the feedback list, filters and saved views, the post detail view, and every action you can take on a post.

Note: This article covers feedback (posts, votes, comments). Conversations and support tickets live in the separate support inbox. See Work the support inbox.

Overview

Open Feedback from the admin sidebar. From there you can:

• see all feedback across boards in one list
• filter by status, board, tags, segment, owner, and more
• change statuses, assign owners, tag posts, and reply inline
• set a target date (ETA) so a post lands on the right roadmap
• merge duplicates and review AI duplicate suggestions

The feedback list

Each row shows the post's votes, title, status, board, tags, and date. Click a row to open the post.

Sort

Use the sort menu next to the search bar:

Search

Type in the search bar at the top of the list, or press / to focus it. See Search across feedback.

Filter feedback

The filter sidebar on the left has quick filters:

• Review: open the moderation queue
• Status, Board, Tags, Segments
• Team response: Responded or Unresponded
• Other: Deleted posts

Click Filter above the list to add more conditions:

Active filters show as chips above the list. Click a chip to change it, or remove it with its X.

When AI has found possible duplicates, a duplicates count appears above the list. Click it to show only those posts, and Clear to go back. See Review AI duplicate suggestions.

Saved views

Save a filter combination you use often:

1. Set up the filters and sort you want.
2. Click Views, then save the current filters as a view and give it a name.
3. Open Views any time to jump back to it, or delete views you no longer need.

The post detail view

Click a post to open it. You'll see:

• the full post content
• the comment thread, including internal notes only your team can see
• an AI Summary for posts with comments
• similar posts that AI thinks may be duplicates
• the activity timeline
• the properties panel: Status, ETA, Board, Owner, Tags, Date, and Author
• upvotes, with the voter list

Keyboard shortcuts in the post view: j next post, k previous post, e edit the post, Esc close.

Post actions

Change the status

Click Status in the properties panel and choose a new status. Subscribers are notified of the change.

You can also change the status while commenting: a status selector sits next to the comment button, so you can update the status and explain why in one step. The change shows inline in the thread.

See Track progress with statuses.

Reply or leave an internal note

Comment on the post to reply publicly. To discuss something with your team only, switch the comment form to Private before you post. Private comments:

• are visible only to team members
• never appear to portal users or anonymous visitors
• don't count toward the public comment total
• notify only subscribed team members

Replies to a private comment are always private.

Add or remove tags

In the properties panel, click Add next to Tags and pick a tag. Remove a tag with the X on its badge. See Categorize posts with tags.

Set a target date (ETA)

1. In the properties panel, click Set ETA and choose a month.
2. To remove it, use Clear ETA.

Roadmaps are built from post fields such as status, board, tags, and ETA, so a post appears on a roadmap automatically once it matches that roadmap's filter. There's no separate "add to roadmap" step.

Assign an owner

Use Owner in the properties panel to assign a teammate, or set it back to Unassigned. Filter the list by Assigned to to see your own posts.

View and add voters

The upvotes area shows the first few voters and a count of the rest.

• See all voters: click the voter avatars. Each voter shows how their vote was added. Votes added by a teammate on someone's behalf show who added them.
• Add a vote for a user: click Add voter, search for the user by name or email, and select them. If they don't exist yet, choose Create new user to create them and add the vote in one step.
• Remove a vote: open the voter list, hover a voter, and click the X.

Note: A vote added on someone's behalf counts as their vote. The teammate who added it is recorded for audit, not shown publicly.

Merge duplicate posts

Combine duplicates to consolidate votes and discussion. Open the post, click Manage, then Merge:

• Merge into another...: search for the post this one duplicates, select it, and confirm. This post becomes the duplicate.
• Merge into this: search for duplicates of this post and merge them in.

After a merge:

• the duplicate shows a banner linking to the main post
• votes are combined, counting each voter once
• the main post lists the duplicates under Merged Feedback
• the activity timeline records the merge on both posts

To reverse a merge, open the main post, find the duplicate under Merged Feedback, and click Unmerge.

Lock comments

From Manage, choose Lock comments to stop new comments on a post. Team members can still comment. Unlock comments reverses it.

Delete and restore posts

From Manage, choose Delete post. Deleted posts are hidden from public views and can be restored for 30 days.

If the post is linked to issues in an integration such as Linear, GitHub, or Jira, you can choose to archive or close those issues at the same time. Linked-issue archiving is best effort: if the other tool's API call fails, the post is still deleted and you'll see a warning.

To find deleted posts, select Deleted posts under Other in the filter sidebar. Open one and choose Restore post.

AI summaries

Posts with comments show an AI Summary card with:

• Overview: a short description of the core user need
• Key quotes: notable comments from users
• Next Steps: suggested actions

Summaries refresh automatically in the background when new comments arrive. They need AI to be configured for your workspace.

Activity timeline

Every post has an activity timeline showing who did what and when, newest first. It records events such as the post being created, deleted, or restored; status changes; merges and unmerges; votes added on someone's behalf or removed; owner changes; tags added or removed; comments locked or unlocked; and comments pinned or unpinned.

A simple triage routine

1. Review new posts daily, starting with "Open".
2. Merge duplicates, including AI suggestions.
3. Tag posts so they're easy to slice later.
4. Respond to users, even when the answer is no.
5. Prioritize by moving the strongest ideas to "Planned".

Related articles

• Review AI duplicate suggestions
• Track progress with statuses
• Search across feedback
• Build a public roadmap
• Triage feedback effectively