Feedback
The Feedback tab provides a centralized interface for reviewing, triaging, and managing user-submitted feedback. Administrators can search, filter by subject, status and organization, update feedback status, delete entries, and export data to CSV.
Where Feedback Comes From
| Surface | Tags | What it is about |
|---|---|---|
| Help modal | feedback, cs | The product in general |
| Bug report modal | bug, feedback, bugReport | One answer, with its diagnostic snapshot attached |
/feedback <message> in the chat composer | feedback, slash-command | The conversation as a whole |
| Help article feedback | -- | One help article, identified by its slug |
| Help chat feedback | -- | One help-chat answer |
A /feedback report is filed against the session, not a single turn. The newest turn in that session at the moment of writing is recorded separately as context, so a reader can see where the user was when they wrote it without the report being mistaken for a verdict on that one answer.
Help-center comments are written by readers in the help article and help chat panels. Only the comment itself becomes a feedback report; what the reader did -- views, searches, the thumbs rating, the "report outdated" flag -- stays in the help event store. The comment text follows the same 90-day retention as every other report (see Data Retention below); the article slug and the "outdated" flag are copied onto the report itself and are kept permanently, so an expired report still says which article it was about. Each of these reports carries a help context chip in the list showing the surface it came from, the article slug where there is one, and the "outdated" flag if the reader set one, so it can be triaged without opening it. The thumbs verdict is the report's own type (Thumbs Up / Thumbs Down), so it reads and filters like any other report, and a later change to the thumbs follows onto it.
Control Panel
The feedback control panel provides all filtering and action controls in a single card at the top of the view.
Search
The search input filters feedback by matching against the username, email, or content of feedback entries. Matching runs on the server across every report, not just the page on screen, and the request is sent shortly after you stop typing rather than on each keystroke. Report text older than 90 days is automatically deleted (see Data Retention below), so search will no longer match on the content of an expired report.
Status Filters
Feedback status is managed through three checkbox filters that can be combined:
| Status | Default | Description |
|---|---|---|
| New | Checked | Newly submitted feedback that has not been triaged |
| In Progress | Unchecked | Feedback that is being actively addressed |
| Closed | Unchecked | Feedback that has been resolved or dismissed |
By default, only New feedback is shown. Toggle any combination of checkboxes to view multiple statuses simultaneously. Unchecking every box shows nothing rather than everything.
Within the selected statuses, reports are ordered purely by date -- there is no longer a New-before-In-Progress-before-Closed grouping. Ordering by a computed status rank cannot use the database's date indexes, which is what made the list slow to page; if you want to work one status at a time, filter to it.
Organization Filter
A multi-select dropdown filters feedback by the submitting user's organization:
- Selecting nothing shows feedback from all organizations (the default)
- Individual organization names, taken from every report you can see
Multiple organizations can be selected at the same time. The list of available organizations is not narrowed by the filter itself, so selecting one does not remove the others from the dropdown.
Subject Filter
A single-select dropdown filters feedback by what the report is about:
| Menu entry | Shows |
|---|---|
| All Subjects | Every report, whatever its subject. This is the default. |
| Conversation turn | Reports filed against one specific answer in a conversation |
| Conversation | Reports filed against a conversation as a whole, with no single answer named |
| Product | Reports about the product in general, filed outside any conversation |
| Help | Comments written on a help article or a help-chat answer |
A report's subject is decided when it is filed, narrowest first: one that names a turn is Conversation turn, one that names only a session is Conversation, and one attached to neither is Product. Help-center comments are recorded as Help by the help surfaces themselves rather than by that rule, which is what keeps them separable from general product feedback instead of landing in the same undifferentiated queue. Use the help context chip on the row (see Where Feedback Comes From above) to tell an article comment from a help-chat one.
Unlike the organization filter, only one subject can be selected at a time -- the server takes one subject or none. Select All Subjects to clear it.
The subject filter combines with search, status and organization rather than replacing them, and the CSV export respects it along with the rest.
Sorting
Click the Created At column header to toggle between ascending and descending date order. The default sort order is descending (newest first). Sorting is by date alone and is applied across the whole filtered set on the server, so it reorders every match rather than just the rows currently on screen.
Feedback List
Each feedback entry is displayed as a card row with the following columns:
| Column | Width | Description |
|---|---|---|
| Created At | ~16% | Timestamp in Mon DD, YYYY HH:MM AM/PM format with relative time (e.g., "2 days ago"). Tags associated with the feedback are shown as green chips below the date. |
| Reporter | ~21% | Organization name (bold), username, and email with tooltip showing the user ID |
| Feedback | ~46% | The feedback content, displayed with preserved whitespace and word wrapping. Scrollable if content exceeds 80px height. A Truncated chip appears if the original submission was cut down to the length cap, and expired content (see Data Retention below) renders as [content expired]. |
| Actions | ~17% | Status dropdown, deep-link buttons (see Deep Links below), and delete button |
Header Row
A sticky header row labels each column. The Created At header is clickable and toggles the sort direction, displaying an up or down arrow to indicate the current order.
Actions
Update Status
Each feedback entry has a dropdown that allows changing the status:
| Status | Description |
|---|---|
| New | Initial state for incoming feedback |
| In Progress | Feedback is being investigated or worked on |
| Closed | Feedback has been addressed or dismissed |
Changing the status triggers an immediate API update. A toast notification confirms the change, showing a preview of the feedback content and the reporter's information.
Delete Feedback
The delete button (trash icon) on each feedback entry initiates deletion. A confirmation modal appears with the message "Are you sure you want to delete the feedback?" before the deletion is executed. Upon successful deletion, a toast notification confirms the action with a preview of the deleted content.
Deep Links
Two buttons on each row link out of the list:
| Button | What it does |
|---|---|
| Copy link to this report (link icon) | Copies an absolute URL that reopens this tab with the one report pinned above the list. Safe to paste into a ticket or chat. |
| Open the conversation (forum icon) | Opens the session the report came from in a new tab, scrolled to the turn it was filed against. Shown only for a report attached to a session. |
A copied link pins its report in a card above the list whether or not it matches your current filters or page; dismiss the card to return to the plain list, or expect the "no longer available" notice if the report has since been deleted. In a very long conversation the jump may land on the newest message first and reach the highlighted turn as older history loads.
Refresh
The Refresh button reloads all feedback data from the server. It is disabled while data is loading.
Export CSV
The Export button generates a CSV file containing every feedback entry matching the current filters -- not just the page on screen. Large result sets are capped at 5,000 rows; when the cap is hit, a toast says so explicitly rather than handing you a short file that looks complete. The exported file is named feedback_YYYY-MM-DD.csv with the current date. The CSV uses the papaparse library for generation.
Exported columns:
| Column | Description |
|---|---|
| ID | Feedback document ID |
| Status | Current status (New, In Progress, Closed) |
| Username | Submitting user's username |
| Content | Feedback text, or [content expired] once the report is past the 90-day retention window (see Data Retention below) |
| Organization | User's organization |
| HelpArticle | Article slug for a help-article report; empty for every other source |
| UpdatedAt | Last update timestamp |
The Export button is disabled when there is no feedback matching the current filters.
Pagination
Pagination controls appear above the feedback list:
| Setting | Details |
|---|---|
| Items per page | Selectable: 10, 20, 50, or 100 (defaults to 20) |
| Navigation | Previous / Next buttons with current page and total pages |
| Total count | Displayed as "Total Feedback: N", the server-side count of every report matching the filters |
Data Retention
Feedback text is automatically deleted 90 days after submission. The structured record (status, reporter, organization, tags, timestamps) is kept permanently; only the free-text content expires. Once a report's text has been deleted, the list and CSV export both show [content expired] in its place, and it will no longer match a content search.
Best Practices
- Keep the New status filter checked to ensure incoming feedback is not missed. Leaving every status unchecked shows an empty list, not all reports.
- Use the conversation link when triaging a confusing report -- reading the turn it was filed against is usually faster than asking the reporter.
- Regularly review and triage feedback by updating statuses from New to In Progress as items are being addressed.
- Use the organization filter when investigating feedback patterns specific to a particular customer or team.
- Export feedback to CSV before closing out a sprint or support cycle to maintain records.
- Use the search function to find feedback related to specific features or issues by searching for keywords in the content.
- Avoid deleting feedback unless it is spam or duplicate -- prefer closing feedback to maintain a historical record.
Related Articles
- Admin Dashboard Overview - Overall admin panel navigation
- User Management - Managing the users who submitted feedback
- Analytics - Platform usage analytics