Triage and manage feedback
This walks through working the feedback queue — finding what matters, reading the details, replying, and moving entries through the status flow.
Before you start
- A user role with access to the Feedback module in Settings
- At least one feedback entry to look at (submit one from anywhere in Atender if you don’t have one)
Open the queue
Click Settings → Feedback. The page opens a list of all feedback entries for your tenant, newest first.
Each row shows:
- An icon (red bug or yellow lightbulb) for type
- The title or first line of the description
- The status badge (New, Requires more info, In progress, Resolved)
- The priority badge
- Reporter, time, and module context
Filter to what needs your attention
Click Filters at the top. The filter panel exposes:
- Type — bug or feature request
- Status — focus on New and Requires more info when triaging fresh entries
- Priority — sort the critical/high ones to the top
- Module — limit to one area of the product
Or hit My Issues to see only entries you submitted. Use the search box for free-text matches across titles and descriptions.
Filter selections survive page reloads.
Open an entry
Click any row in the list. A detail pane slides in from the right showing:
- Full description (and the original description if AI enhanced it)
- Status, priority, target version, and module context badges
- Component context — a more specific UI location when the submitter included it
- Screenshots, if attached
- The comment thread
The list stays visible behind a peek strip on the left — click that strip to close the detail pane and return to the list.
Comment on an entry
The composer at the bottom of the detail pane is where you reply. You can:
- Write text
- Attach screenshots by pasting an image or using the attach button
Click submit and your comment lands at the bottom of the thread. Anyone who looks at this entry next can see it.
If you posted a comment by mistake, click the trash icon next to your own comment to delete it. (You can only delete your own comments.)
Move an entry through statuses
Status changes happen from the detail pane (look for the status selector near the top of the detail view).
Typical flow:
- New entries → look at each one. If the description is clear and reproducible, move to In progress. If it’s vague, comment asking for more, then move to Requires more info.
- Requires more info entries → check whether the submitter has replied. If yes, evaluate and move to In progress or Resolved.
- In progress entries → keep them here until you’ve actually shipped a fix or made a decision. Then move to Resolved.
- Resolved entries → either fixed (ship a short comment summarizing what changed) or won’t-fix (ship a comment explaining why). Either way, the entry stops appearing in New / Requires more info filters.
Bulk views to keep on top of things
A few useful filter combinations:
- New + Critical or High — your daily triage list
- In progress + My Issues — what you personally said you’d handle
- Module = Conversations, Status = Resolved — feedback on a specific area you can mine for patterns
Troubleshooting
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Symptom: “No feedback found” with no filters applied. Fix: Either your tenant truly has no entries yet, or the filter chip you don’t see is still applied. Click Clear filters to be sure.
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Symptom: I can’t delete someone else’s comment. Fix: You can only delete your own comments. If a teammate’s comment is wrong or sensitive, ask them to remove it, or add a follow-up comment with the correction.
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Symptom: The status badge shows colors but I don’t know what each means. Fix: Blue = New, amber = Requires more info, yellow = In progress, green = Resolved. The badge label also says the name.
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Symptom: I submitted feedback and it’s not showing up. Fix: Submissions land in the same tenant queue you see at Settings → Feedback. Clear filters, then check My Issues to be sure. If you submitted from a sub-workspace, switch to that workspace.