Turn feedback inbox messages into feature requests

The admin-only Feedback Inbox keeps raw customer feedback private and preserves the original submission while you decide what to do with it. Add feedback manually with Add Feedback: you can include customer details, enter text, and attach screenshots. If you attach screenshots, AI Draft Assistant can suggest feedback text. Review the suggestion and accept or dismiss it; the draft is not saved automatically.

Open Feedback Inbox and choose Get a forwarding address while the inbox is empty, or find the address under Settings → Email. Add a forwarding rule in your email provider or help desk and keep a copy in your own mailbox. Each forwarded email becomes a conversation. Replies sent from the inbox go out by email. Once you have a forwarding address, the customer's answer returns to the same conversation; before then, it goes to your own mailbox. On a paid plan, you can set up replies from your own domain under Settings → Email.

Open an item to see the conversation, including the submitter's messages and your replies. You can mark an item done from its row without opening it. If the submitter provided an email address, open the conversation and choose Reply. Write your reply or use Suggest reply to draft one with AI; review and edit it before sending. The reply keeps the conversation's subject unless you change it.

Needs you contains conversations waiting on your team. Replying moves a conversation to Waiting; it returns to Needs you when the customer responds. Mark done and converting a conversation move it to Done; choose Restore to bring it back. Opening an unread item clears its unread dot but does not move it from Needs you. Mail from a no-reply address can go straight to Done with the Automatic label. Nothing is deleted, and you can restore a message that landed there by mistake.

Open a conversation and choose Convert to Feature. You can optionally use AI to draft a title and description. Review and edit the request, then choose Create Feature Request. The new request is created on your board and assigned to you. The feedback is marked Converted and remains linked to the request; choose Open feature to view it.

Visitors can send private feedback using Message the team in the Feedback Portal header, or Message the team instead under the idea box in an embed's feedback form. These messages arrive in the Feedback Inbox rather than on the board. Both options are available while Issue reporting is on under Settings → Access and submissions.

Home includes requests awaiting approval, inbox conversations under Inbox conversations, and People waiting for a reply. For a person on your board, choose Reply to write a private email. Your name is shown, you write the greeting and sign-off, and their answer goes to your own email rather than the board. The Feedback Inbox sidebar number matches the count of conversations in Needs you, whether or not you have read them; it decreases when you reply or mark one done.