Triage and manage feedback
Reports your team sends to Atender — bugs and feature requests filed from inside the app — are no longer worked in a Settings → Feedback queue. That page is now only a signpost with an Open Atender support button. Atender reads each report, asks questions, and opens an Issue when the report needs work; your side of that conversation happens in Settings → Atender support.
Before you start
- Any member of the workspace can open Atender support. Owners and admins see every report from the workspace and can set a priority; other members see only the reports they sent themselves.
- At least one report. Press G then B, or open the command menu and choose Feedback and Bug Reports, to send one.
Open the queue
Click Settings → Atender support. The page has two tabs:
- Conversations — one row per report
- Issues — the Issues Atender opened from your reports
Next to the tabs, a second switch shows Open or Archived conversations (Active or Closed on the Issues tab), with a count on each.
Each conversation row shows the report’s type, its subject, who reported it (You, the reporter’s name, or Your workspace), when it was last updated, one chip per linked Issue with that Issue’s status, an Open or Archived chip, and the priority (No priority until someone sets one). On the Open list, reports where Atender is waiting on an answer from you are grouped at the top under Reply needed; the rest sit under Everything else.
Answer Atender’s questions
Click a row. A pane opens with the status chip, the priority, who reported it and when, and the thread so far. If Atender needs something from you, a callout says so: We need more from you before we can go on. Answer below.
Type in the box at the bottom (Add anything that helps us…) and click Send, or use the keyboard shortcut shown on the button. Your reply lands in the thread, and Atender answers there. A report nobody has answered yet says No replies yet. We answer here as soon as we have read it.
Replying to a report Atender had finished with reopens it. The only report you cannot reply to is an archived one — the pane says This report is archived. Report it again if it is still a problem.
Set a priority
Owners and admins can set a priority on any report from the select in the pane: No priority, Low, Medium, High or Critical. Members cannot; for them the control reads No priority and is disabled. A report filed by a member starts at Medium.
Follow the Issues
The Issues tab lists the Issues Atender opened from your workspace’s reports: number, title, when it was last updated, which report it came from (From:
Status names are Atender’s own vocabulary as it reads to a reporter; by default they are Received, We asked you a question, We got your reply, Planned, Being worked on, Done — it is live and Not planned.
Click an Issue to open its pane: status, type, when it was opened and updated, and a Reported in list linking back to each of your reports it came from. Status changes, assignment and the engineering work are Atender’s side of the Issue — as the pane says, Atender answers in the conversation, not here. If the Issue is waiting on you, the pane tells you to reply in the conversation.
Views worth checking
- Conversations → Open, the Reply needed group — your daily check: anything here is blocked on you.
- Issues → Active — what Atender is working on for you, with a status per Issue.
- Conversations → Archived — reports Atender has closed out. A count on the switch tells you how many.
Troubleshooting
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Symptom: Nothing reported yet. Fix: Nobody in the workspace has sent a report. Press G then B, or choose Feedback and Bug Reports from the command menu.
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Symptom: Nothing open with us on the Conversations tab. Fix: Every report has been archived. Switch to Archived to see them.
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Symptom: Reports to Atender are not switched on in this environment. Fix: This environment is not connected to Atender support. Contact Atender.
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Symptom: I can’t see a colleague’s report. Fix: Members see only their own reports. Owners and admins see every report from the workspace.
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Symptom: I can’t set a priority. Fix: Only owners and admins can. Ask one of them to set it.
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Symptom: A report marked done is still a problem. Fix: Reply in the conversation if it is still open — that reopens it — or file a new report if it has been archived. See Reopen a Done feedback item.