The inbox

The Inbox lists the responses from every survey and channel as they arrive. Each response keeps its context: the survey, the page, the country and the time it was received.

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Find responses

The folder panel on the left holds the workflow folders Open, Planned, In progress, Resolved and Archived. Under them, Type has one folder per kind of feedback (Bugs, Ideas, Complaints, Questions, Praise and No type), each with a count. The two groups combine: Open with Bugs lists the open bug reports, and the counts under Type describe the workflow folder that is selected. By default, the inbox lists only responses with a written answer: text typed into a text question (with or without a screenshot or a file), beside an Other option, or into the message of a Contact details question. A name or an email address typed into a Contact details question is not a written answer. To include responses that only carry a score or a pick, select All answers (incl. score only) under the Has filter, or type has:any in the search box. Filters adds filters for Date, Site, Survey, Country, Device, Language, Page, Score group, Sentiment, Status, Category, Theme, Urgency, Type, Assignee, Respondent (Identified, Verified, Not verified or Anonymous) and Has (Has email, Has screenshot, Has comment or Has contact). After a survey is selected, Question is offered too, and Variant when the survey has variants. Date offers Last 7 days, Last 30 days and Last 90 days, which count calendar days in your time zone, today included. Open in Inbox on a survey’s Results page opens the inbox with every filter of that page, including its answer filters, Ran out of time, Speeders and Time taken. Each of these shows in Filters and can be removed there; the Filters menu doesn’t offer them on their own. Search finds the words you type anywhere in the answers, on every plan. The search box also takes tokens such as is:planned, type:bug, assignee:me, has:email and date:30d, and the ? beside it opens Search syntax with the full list. survey: takes a survey’s whole name, such as survey:"Checkout NPS", and finds archived surveys too. Filters, sort order and grouping are kept in the page address, so a copied link opens the list the same way. Under Settings → Preferences, in the Inbox group, each person can set how the inbox opens in their browser: with Score-only responses shown, Oldest first, or with Only my responses. These settings change only the reading view. A filter or sort order chosen in the inbox takes over, including the opposite of a setting (everyone’s responses, written answers only, newest first), and the next visit opens on the settings again.

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Read a response

The inbox shows a list beside a reading pane. Each row shows what the person wrote and when. When a response has no written answer, the row shows its first pick in the option’s own words, such as ”🍕 Pizza”. The second line names the survey and, when known, who answered and the NPS score. It then shows the urgency when it is high or medium, and otherwise the category (or the theme when there is no category) with a count of the other answers that said something else. A response that Usertick has not read yet shows neither. Selecting a row opens the response on the right. The first line shows what the person wrote, cut to one line, with the whole text on hover. Beside it are Resolve, Archive, Assign and Export, then the previous and next arrows. Under it come the answers, Linked issues and Activity and notes. Each answer reads the way the visitor saw it: a choice, a ranking, a this-or-that pick, a face or a matrix row shows the option’s own words and emoji. When a response leaves the folder you are on, the pane moves to the next one. The Details panel beside the response holds these groups:

• The status and the assignees.
• Read from the answers: the type, the urgency, the category, the theme and Signals. Signals list only what stands out, such as a customer at risk, likely spam, low satisfaction, high effort or a churn signal. A response without any of these reads Nothing unusual. A value that Usertick has not read shows Not analyzed, with the reason on hover.
• Respondent, when your site identified the person.
• Where: the survey, the page, the country, the language, the device (Desktop, Tablet or Mobile, with the screen size on hover), when the response was received, how long it took and the variant.
• Sent to, when a workflow sent the response to a connected tool.

Reading the inbox needs the View surveys and results permission. Changing a status, an assignee, a type or an urgency, correcting a reading and writing a note need Manage responses. A member without it reads the same values as text, and Resolve, Archive, Assign and the note box are left out. On a narrower screen, the same groups sit above the answers. Hide list closes the list while a response is open, and Show list brings it back. The folder panel closes from its header and reopens from its icon on the main menu. The list is paged, and the footer under it has the page field, the arrows and the per-page picker. Sort and Group sit beside the search box, and they shrink to icons while a response is open. Grouping offers Date, Site, Survey, Country, Device, Language, Page, Score group, Sentiment, Status, Category, Theme, Urgency, Type, Assignee and Respondent, plus Variant after a survey with variants is selected. Sort offers the same fields, plus Response and Score, and the date. Usertick orders the whole list by the grouping, then by the sort’s first field, then by the date, so every page follows the same order and a group continues on the next page where a page ends. Each group header counts the rows on the current page. Every page is full: when many responses sit in another folder, the inbox skips them and fills the page with the ones that belong to the folder you are on. To move through the list from the keyboard, hold Ctrl Shift and press J for the next response or K for the previous one. While both keys are held, E resolves the response, A archives it and Enter opens it on its own page. / moves to the search box. On a Mac, hold Cmd in place of Ctrl. Keyboard shortcuts lists every shortcut in the dashboard. On a phone, the list stands alone and a row opens the response on its own page. Below 1024 pixels wide, the folder panel is hidden. When your site tells Usertick who is signed in, a response also shows who answered: the user id, name, email and company, whether its user hash verified it, the traits, what the person typed into a Contact details question, and the contact it is linked to. The inbox filters by these too. See Identify your users.

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Save a view

Views, beside Filters above the list, saves a set of filters and a sort order under a name. Three built-in views, Assigned to me, Unassigned and Urgent, are available to everyone and can’t be removed.

• New view starts from the filters and order on screen. Before saving, you can add, change or remove any filter and sort rule.
• Edit view, in a view’s … menu, changes its name, filters and sort rules without rebuilding it. Remove view is in the same menu.
• Views are shared with the whole organization, and any member can edit or remove them. Each person can save up to 30 views.

Hovering a view shows what it holds, and selecting the active view again returns to the list you had before. Beside an open response and on a phone, Views shows as an icon.

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Types

Every response with written text is read for the kind of feedback it is and filed under one of five types:

• Bug: something malfunctions, such as an error, a crash, or lost or wrong data.
• Idea: a request or a suggestion.
• Complaint: nothing is broken, but something is slow, confusing, limited or expensive.
• Question: the person is asking something.
• Praise: thanks or a compliment.

A response that reads as none of these, or that only carries a score, has No type, which has its own folder. Usertick reads the type in the background on every plan, with nothing to set up. To correct a type, select the type in the response’s Details panel and choose another one, or No type. The current value is checked in the menu. A corrected response shows a small person mark, and Back to automatic returns the choice to Usertick. The correction applies everywhere: in the folder counts, filters, exports and the API. Types are not themes. A theme says what a response is about (billing, the mobile app, a checkout step) and comes from your organization’s categories and themes. A type says what the person is doing and uses the same five words for every organization. Filtering by both lists, for example, every bug report about billing.

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Change a status

A response moves through a small workflow: Open when it arrives, Planned after the team decides to act on it, In progress while someone works on it, then Resolved or Archived. Planned and In progress together list the ideas and bug reports the team has committed to. A status changes in four places:

• Resolve and Archive above the response.
• The status in the Details panel.
• The keyboard: Ctrl Shift E resolves the response and Ctrl Shift A archives it.
• The note box: Submit and resolve and Submit and archive post the note and change the status, and commands such as /resolve, /archive, /reopen, /plan, /progress and /assign work there too. Ctrl Enter adds the note from the keyboard.

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Act on a response

• Assign gives a response one or more owners. The Assigned to me view then works as a personal queue. The list offers the people whose role opens the response’s survey, see Survey access.
• Notes hold a discussion under the response. Mentioning a teammate with @ notifies them, and also by email when they have that turned on.
• Linked issues files the response in Jira or Linear. See Issues in Jira and Linear.
• A workflow can send responses to connected tools automatically. See Integrations for the tools.
• Export saves the response as a PDF or as a PNG picture, on the Starter plan and above. The file holds what the person wrote, every answer in the visitor’s words and the response’s details. When Include activity and notes is selected in the Export menu, the file also holds the response’s activity and notes. The option is off until you select it, and your browser remembers the choice. Contact details, email addresses and links are left out as in every PDF. To move many responses at once, use the REST API. The Export menu on a survey’s Results page exports the charts and the numbers behind them, and it doesn’t list responses one by one. See Exports and reports.

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Issues in Jira and Linear

When your organization has connected Jira or Linear, a response can become an issue there, through a workflow or by hand. The issue stays linked to the response. Jira and Linear are available on the Pro plan and above.

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Linked issues on a response

Under the answers, Linked issues lists every issue the response is linked to. Each row shows the tool’s logo, the issue key, its status as the tool reports it, how the issue was created and when. The source reads Filed by a workflow, Filed by hand, Filed with other responses or Added to an open issue. A second line shows what the tool reports about the issue, such as its priority, assignee, sprint or cycle and due date, and Customer request when a Linear customer request backs the link. The key opens the issue in the tool. When the connection syncs comments, a comment written on a linked issue appears under Activity and notes with the writer’s name and “in Jira” or “in Linear”, and a View in Jira or View in Linear link.

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Create an issue from a response

Members whose role has the Manage responses permission see a button next to Linked issues for each connected tool: Create Jira issue and Create Linear issue. A response has one open issue in each tool at a time. While it has one, that tool’s button is hidden. The button returns once the issue is done, canceled or deleted.

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Create one issue for several responses

The same members can file one issue for several responses from the inbox list. One issue holds up to 50 responses. With more selected, the create buttons are turned off and the inbox says “One issue can include up to 50 responses. Select fewer responses.” Selected responses that already have an open issue in that tool are left out, and the line says how many, like “1 already had an open Jira issue and was left out.” When all of them have one, nothing is created, and Usertick says “These responses already have open Jira issues.” Each response the issue covers lists it under Linked issues, marked Filed with other responses. The selection stays while you move between pages. Changing the folder, a filter, the search, the order or the grouping clears it.

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Categories, themes and urgency

Responses are read as they arrive. Each written answer of 20 characters or more gets a category and a theme from your organization’s list, along with a type and a sentiment, and the response as a whole gets an urgency. These readings run on every plan without any setup. How responses are read explains each reading, where the categories come from and how to change them. A response is read when it has a written answer of 20 characters or more, or two or more answers. What a person writes beside a screenshot or a file counts as a written answer. Other responses show Not analyzed, and the reason is on hover:

• Nothing to read: the response holds too little to read, such as one score, one short answer, or only a link or an address.
• Analysis pending: the response is waiting to be read.
• Analysis unavailable: the reading could not be completed.
• Filtering by Category or Theme groups hundreds of responses into a handful of topics.
• Filtering by Urgency lists the responses that need a reply soon, and filtering by Sentiment lists only the negative ones, for example.
• Grouping by Theme shows the whole inbox as topics with counts.
• The No category value lists what did not match any category clearly. When it keeps growing, your list is usually missing a topic.

To correct a reading, open its menu in the Details panel: the type, urgency, category and theme each have one, and Signals opens the readings for the whole response. An answer that reads differently from the rest shows its own reading under it, which corrects that answer’s category, theme, type or sentiment. Every read response has an urgency, and the list shows it only when it is high or medium. A correction applies in filters, counts and the API.

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The AI reading on the Overview

The Overview carries a reading across every survey under Across every survey: What changed, What to do and Improve your surveys. It is written from the readings on each response, so besides themes that grew it can report that urgent responses are taking a larger share or that more people sound ready to leave. Usertick writes one reading for each closed period, Daily, Weekly, Monthly or Yearly, on every plan, once the period has at least 30 responses. Reading history lists the earlier ones. The inbox does not repeat the reading, so the list and the response keep the space.