How to read your feedback responses
4 min read
The Feedback tab is where all submitted responses land. It's the page you'll use most day-to-day — reviewing what users said, triaging issues, and tracking what's been actioned. This article explains every part of it.
The overview strip
At the top of the Feedback tab, a row of summary cards shows aggregated metrics for the current filter state: total responses, positive count, negative count, satisfaction rate, and unread count. These update live as you apply filters — so if you filter to "last 7 days", the cards reflect only that window.
Reading the feedback list
Each row in the list shows:
- Blue left border — the response is unread. The border disappears once you mark it read. Unread responses also show a bold NEW badge.
- Sentiment badge — green thumbs-up for positive, red thumbs-down for negative.
- Priority badge — Critical (red), High (orange), Medium/Low (grey). Priority is set automatically based on sentiment and rating, and can be changed manually from the detail sidebar.
- Date — when the feedback was submitted.
- Comment preview — the first two lines of the user's written response. Bold text = unread.
- Widget name — which widget collected this response.
- Eye icon — click to toggle read/unread without opening the detail view.
Click anywhere on a row to open the detail sidebar on the right.
The detail sidebar
Clicking a row opens a sidebar showing the full response. It contains:
- Full comment — the complete text the user submitted.
- Status — the current workflow state (see below).
- Priority — Critical, High, Medium, or Low.
- Rating — the 1–5 star score, if the user provided one.
- Created — exact submission timestamp.
- Page URL — the page on your site where the widget was shown when the user submitted.
Use the Mark Read / Mark Unread button in the sidebar header to toggle read state. Close the sidebar with the × button.
Status workflow
Every response moves through a status lifecycle. Understanding this is key to using the Feedback tab as a triage tool rather than just a read-only list.
| Status | Colour | Meaning |
|---|---|---|
| New | blue | Just arrived, not yet reviewed. |
| In Review | yellow | Someone is actively investigating or following up. |
| Resolved | green | The issue or request has been addressed. |
| Closed | grey | No further action needed. Won't appear in default view. |
Change status from the detail sidebar or via bulk actions. Use the Status filter to view only responses in a specific state.
Filtering and searching
Quick filters (always visible)
The filter bar shows four one-click filters: Positive, Negative, Unread, and Archived. Click once to apply, click again to remove. Active filters are highlighted.
Search
The search box filters by comment text with a 300ms debounce — type and the list updates automatically. Clear with the × button inside the field.
Advanced filters
Click the filter icon (funnel + chevron) to expand four additional dropdowns: Widget, Status, Priority, and Date Range. Date range options are Last 24 Hours, 7 Days, 30 Days, 90 Days, or All Time.
Sorting
Sort by Date, Priority, Sentiment, Rating, or Page. Click a sort button once to apply ascending order; click again to reverse. The active sort is highlighted in blue.
Saving filter presets
Once you've set up a useful combination of filters, click Save to name and store it as a preset. Saved presets appear in the Quick Filters dropdown for one-click reuse. Delete a preset from the same dropdown.
Active filter count
The Clear button shows a badge with the number of active filters. Click it to reset all filters at once.
Bulk actions
Select multiple responses using the checkboxes on each row, or use the master checkbox in the filter bar header to select all visible responses. Once at least one is selected, a Bulk Action toolbar appears at the bottom of the page.
Available bulk operations include: change status, change priority, mark as read, mark as unread, and archive. The toolbar shows how many responses are selected and clears when you deselect all.
Pagination
The list shows 20 responses per page by default. Use the pagination controls below the list to navigate pages or change the page size. The current page and total count are shown in the pagination bar.