Managing Customer Feedback

How to get there: Open Settings → People & access → User groups and create a group. Then create a board under Settings → Boards → Add board...

How to get there: Click All Posts or Users & companies in the sidebar → use the View dropdown next to the Columns button at the top right of the...

How to get there: Click All posts (via a board’s breadcrumb or the sidebar shortcut, when available) → open the filter sidebar on the left →...

How to get there: Go to Settings in the sidebar → AI & automation → Auto-reply to new posts card. Automatically post a friendly AI-generated...

How to get there: Mention notifications are triggered automatically when someone uses <@user> in a comment. Recipients control them from the...

How to get there: Open any post → side panel → Prioritization section → Severity row. Or use the Severity filter in All posts (open a board,...

Filter posts by import batch How to get there: Go to All Posts → use the filter menu → pick Import batch. Every time you import a CSV, all the new...

Closed beta: Conversations is available only on selected portals. The workflow and interface may still change while we learn from beta customers....

How to get there: Open any post → meta panel on the right → click the Schedule for later row → pick a date and time. Set a future date and time...

Pinning comments How to get there: Open the post → find the comment → click the pin icon next to it. Pinning a comment moves it to the top of the...

Version, release, and platform fields on posts How to get there: Open a post → check the sidebar for Version, Release, and Platform fields. These...

Backdating posts When you import or migrate feedback, you usually want posts to keep their original creation date so the historical sequence is...

How to get there: Open any post → side panel → Priority row. Or use the Priority filter in All posts (open a board, then click All posts in its...

How to get there: Open any post → look at the meta panel on the right → toggle the Internal switch. Internal posts let admins track work, ideas,...

How to get there: Open a post, then use the Create Poll action (admin only) to attach a poll. Polls let admins attach a multiple-option question to a...

Setting an ETA on posts How to get there: Open the post → Sidebar → set the Estimated date field. Give customers a realistic expectation of when a...

How to get there: Open any post → in the right sidebar, expand References → click Add. References are external links or identifiers attached to a...

How to get there: Open any post, scroll to the Activity section below the comment form. The activity timeline on each post shows what has happened to...

How to get there: Go to Settings in the sidebar → AI & automation → Auto-tag new posts card. Automatically assign 1 to 3 tags to every new post...

How to get there: Go to Users & companies in the sidebar → click the Companies button in the top-right button bar. A company is the account your...