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From each Post, easily find all support messages that mentioned that Post

Requests & Insights

From within the support area, we are often creating new user requests, like feedback or bugs. Ideally, on those feedback or bug cards, there would be an easy way to see all the support messages. That's where it was mentioned or from where we created those.

Yes, currently we could see the “upvoters”, and we could then manually search for support messages for each of those people… and trying to figure out which exact conversation it was mentioned… but that’s hard and very time consuming, so doesnt happen.

However, if we (or whoever is gonna work on that feature request) can easily click through to all the chat messages… they immediately have full context, so they understand the user better.

For example, if (from within the support area), we would upvote on someoen’s behalf, ideally that would simply be added to the "reactions” or “activity feed” of that feature request/bug report.

Post type
💡 New feature
What part?
Feedback portal
Posted by Wilco ·
Status: Completed1 comment

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Comments1

  • Kateryna Babenko changed status to Completed
    Team•

    Sep 25

    Pinned

    Hey everyone!

    You can now find the Support conversations behind a Request through Insights, introduced with Feedback 2.0!

    Insights bring the customer feedback supporting a Request together, with links back to the original conversations for full context.

    Open a Request in the dashboard, select Insights, and filter by Support. Expand an Insight to read the customer’s feedback, then open its source to view the conversation.

    Learn more about adding and managing Insights →