The Craft.io Feedback Portal has two distinct categories of user: those who manage and act on feedback, and those who submit it. Each user type has a defined role, a specific set of permissions, and a different view of the portal.
Understanding this before you configure your portal helps you set up the right access controls, invite the right people in the right way, and avoid giving users more - or less - visibility than they need.
Before you start: the Workspace Owner
Before any of the roles below come into play, a Feedback Portal has to exist. Only the Workspace Owner can create one.
Each Craft.io Workspace has exactly one Owner. Creating the Feedback Portal is the one action reserved exclusively for that role - it cannot be delegated to a Portal Admin or any other user. Once the portal is created, the Owner can assign admin and editor roles to other team members who will manage it day-to-day.
If no portal exists yet and you are not the Workspace Owner, you will need to ask the Owner to create it. If you are unsure who the Workspace Owner is, contact your Customer Success Manager.
📝 The Workspace Owner role is separate from the Portal Administrator role described below. An Owner may or may not take on an active admin role in the portal after creating it - that depends on how your team divides responsibility.
Paid seats: management users
These users have access to portal administration and internal feedback operations. They occupy paid seats in your Craft.io plan.
📝 The distinction that matters: submitting feedback is free. Managing feedback - triaging, prioritizing, promoting to the backlog, and updating statuses - requires a paid Editor or Admin seat. This applies even if the user only operates within the Feedback Portal and does not access the Workspace.
Portal Administrator
Profile: Product Ops or lead administrative user
The Portal Administrator is the highest authority role in the Feedback Portal. This is the user who configures the system, manages other users, and maintains the structure that makes feedback useful at scale.
A Portal Administrator can:
Set up and configure integrations (Salesforce, Slack, Microsoft Teams)
Create and manage feedback forms, categories, fields, and labels
Invite users and remove portal access, and manage paid seat allocation
Define portal privacy settings (public or restricted access)
Configure terminology, branding, and portal settings
View all feedback items, companies, and connected backlog work
Internal Feedback Editor
Profile: Product Manager
The Internal Feedback Editor is the day-to-day operator. They triage submissions, act on validated feedback, and communicate with submitters - all without touching portal configuration.
An Internal Feedback Editor can:
See all feedback submitted by all users across the portal
Promote or connect feedback items to Epics, Features, Stories, or Bugs in the Workspace
Update internal and customer-facing statuses
Send comments and status updates to submitters via the portal
View company metadata including account value (ACV) and custom attributes
Submit feedback on behalf of any user
An Internal Feedback Editor cannot:
Modify portal integrations (Salesforce, Slack, Microsoft Teams)
Change portal settings, categories, fields, forms, users, or companies
Free seats: submitter users
These users submit feedback and monitor the status of their requests. They do not occupy paid seats.
Internal Feedback Contributor
Profile: GTM team, Customer Success, Sales
The Internal Feedback Contributor acts as a bridge between customers and the product team. They submit feedback on behalf of clients, monitor account requests, and add context - but they cannot act on feedback or move it into the backlog.
An Internal Feedback Contributor can:
Submit feedback on behalf of any customer or company, and associate submissions with a company
See all feedback submissions across the portal, including their own
View company metadata such as account value and Salesforce attributes
Add customer-facing comments
Filter by customer, submitter, and other criteria
An Internal Feedback Contributor cannot:
Promote a feedback item to the product backlog
Change the official status of a feedback item
Access the Craft.io Workspace (unless granted separate access)
Modify any portal settings
External Company User
Profile: Key stakeholder at a client organization
The External Company User is a customer contact who accesses the portal through a company-specific invite link (generated from the Companies section of your portal settings). They can see and engage with feedback in the portal, but their visibility is intentionally scoped to protect account data.
An External Company User can:
See feedback submitted by other portal users (visibility depends on portal configuration)
View public-facing statuses and comments
Vote on and comment on feedback items
See their own submissions and track progress
An External Company User cannot:
See the names or identities of other companies in the portal (they can see content, not who submitted it)
View financial metadata such as account value or ACV
See internal-only comments or statuses
Promote or connect feedback items to the backlog
Access roadmaps, dashboards, or any content in the Craft.io Workspace
📝 Note: Regardless of portal privacy settings, all users submitting through the portal must create an account and sign in. Feedback submitted via Slack, Microsoft Teams, or the Public API works differently and does not require portal authentication.
Summary
| Portal Admin | Feedback Editor | Internal Contributor | External Company User |
Seat type | Paid | Paid | Free | Free |
Manage portal settings | ✅ | ❌ | ❌ | ❌ |
See all feedback | ✅ | ✅ | ✅ | Configured |
Submit on behalf of others | ✅ | ✅ | ✅ | ❌ |
Promote / connect to backlog | ✅ | ✅ | ❌ | ❌ |
Update statuses | ✅ | ✅ | ❌ | ❌ |
View company metadata | ✅ | ✅ | ✅ | ❌ |
Vote and comment | ✅ | ✅ | ✅ | ✅ |
Workspace access for Admin and Editor roles is managed through your Craft.io plan separately from Feedback Portal roles.
What comes next
Setting up your Feedback Portal - create your portal, choose your access model, and invite your first users once you know which roles they need
Managing Companies in the Feedback Portal - set up company records, configure restricted access, and control what external users can see
Need more guidance? Our live support team (bottom-right corner of your screen) replies to ANY question!