Collect ideas, feature requests, and suggestions directly from your product and existing systems into Craft.io, making it easier for users to share feedback without interrupting their workflow.
No separate Craft.io login required. Users can submit feedback through your product or existing systems without creating a Craft.io account.
Centralized feedback management. All submissions flow into your Craft.io Feedback Portal, where your product team can review, organize, and prioritize feedback in one place, while preserving the original submitter’s identity.
Two ways to collect feedback
Craft.io offers two approaches, depending on how you want to collect feedback:
Feedback Widget: A ready-made, customizable feedback form you can embed directly into your application. Ideal for collecting feedback from users while they’re using your product.
Pass-through Identity: An API-based integration that lets you send feedback collected through your own forms, platforms, or existing systems into Craft.io.
Both approaches can be used together with the same Feedback Portal.
Before you begin
To set up the Feedback Widget or Pass-through Identity, you’ll need:
Admin or Owner access to your Craft.io Feedback Portal settings.
A developer who can embed the Feedback Widget in your application or connect your existing systems through the API.
A configured Feedback Portal with the feedback categories you want to make available.
💡 Note: User authentication: The Feedback Widget requires users to be signed in to your application, while Pass-through Identity also supports anonymous submissions.
Configure your Feedback Portal
Both the Feedback Widget and Pass-through Identity are configured through your Craft.io Feedback Portal settings.
To get started, navigate to Feedback Portal Settings → Feedback Widgets. Here, you’ll find four sections: Brand, Widgets, Authentication, and Installation.
Generate your authentication secret key
Before configuring either approach, you’ll need to generate an authentication secret key. This is a one-time setup step that serves two purposes:
Feedback Widget: The key allows Craft.io to securely verify the identity of users submitting feedback through your application.
Pass-through Identity: Generating the key enables this capability for your Feedback Portal, even if your developer later chooses to authenticate API requests using an account API key.
To generate your key:
Scroll down to Authentication.
Under Secret key, click Generate key.
Copy the generated key and store it securely. It’s shown only once and can’t be retrieved again.
Choose your next step
Your Feedback Portal is now ready for either approach. Continue with the setup instructions that match how you plan to collect feedback:
Using the Feedback Widget? Continue to Set up the Feedback Widget to customize your form and prepare it for installation.
Using Pass-through Identity? Skip ahead to Set up Pass-through Identity to choose your API authentication method and prepare the integration for your developer.
You can also use both approaches with the same Feedback Portal.
Set up the Feedback Widget
Now that you’ve generated your authentication secret key, you can customize and create the Feedback Widget that users will interact with in your application.
Step 1: Customize your widget's appearance
Under Brand, choose your preferred primary color.
The widget uses your selected color to help the feedback form feel consistent with your application's interface.
Step 2: Create your Feedback Widget
Next, create the widget your users will interact with.
Under Widgets, click + Add widget.
In the Add Widget panel, configure the following:
Internal name: A name to help your team identify the widget. This isn't visible to users.
Title: The heading users will see at the top of the feedback form.
Categories: Select which feedback categories users can choose from.
Importance field: Choose whether users can indicate how important their feedback is.
Click Create widget to save your configuration.
Craft.io automatically generates a unique Widget ID, which your developer will use when installing the widget in your application.
Step 3: Share the installation details with your developer
Your Feedback Widget is now configured. To embed it in your application, your developer will need the installation code and authentication details.
Scroll down to Installation, where you’ll find the code your developer needs.
Share the following with your developer:
Installation code: The widget script and button markup available in the Installation section.
Authentication secret key: The key you generated earlier, shared securely.
Feedback Widget Developer Guide: Instructions for installing the widget and configuring authentication.
Your developer will use these to embed the widget in your application and ensure feedback is associated with the correct users.
Where should you place the feedback button?
You can place the button wherever it makes the most sense in your application, such as your main navigation, Help menu, or a specific product area.
When users click the button, the feedback form opens directly within your application, allowing them to submit feedback without navigating away.
💡 Note: You can install multiple widgets in your application, each with its own button and configuration. All submissions are collected in the same Feedback Portal.
Set up Pass-through Identity
Pass-through Identity lets you send feedback from your existing forms, platforms, or internal systems directly into Craft.io through the API, while preserving the original submitter’s identity.
Unlike the Feedback Widget, there’s no form to configure or widget to install. Once you’ve generated your authentication secret key, Pass-through Identity is enabled for your Feedback Portal.
Step 1: Choose your authentication method for API requests
Pass-through Identity supports two authentication methods. Work with your developer to determine which best suits your integration.
Method | When to use it |
Signed token (JWT) | Use the authentication secret key you generated earlier to securely identify submitters. No additional API key is required. |
Account API key | Use an API key to submit feedback and retrieve portal information, such as categories, forms, and companies. |
To request an account API key, contact your Craft.io Customer Success Manager.
💡 Note: Generating the authentication secret key enables Pass-through Identity regardless of which authentication method you choose. You don’t need to create a Feedback Widget.
Step 2: Share the integration details with your developer
Your developer can now connect your existing systems to Craft.io.
Share the following:
Feedback Portal: Identify the portal where feedback should be collected.
Authentication credentials: Share your authentication secret key or account API key securely, depending on your chosen method.
Pass-through Identity Developer Guide: Follow the technical instructions for authentication, identifying submitters, submitting feedback, and working with custom fields.
Once the integration is complete, feedback submitted through your existing systems will flow into your Craft.io Feedback Portal, where your product team can review, organize, and prioritize it.
What your users will experience
With the Feedback Widget, users can submit feedback directly within your application without navigating to a separate portal.
When someone clicks your feedback button:
The feedback form opens within your application.
They select a feedback category and complete the relevant fields.
They submit their feedback and receive a confirmation.
With Pass-through Identity, users submit feedback through your existing forms or systems. The experience is entirely controlled by your application or integration.
In both cases, users don’t need a Craft.io account or a separate Feedback Portal login.
What happens after someone submits feedback
Whether feedback comes through the Feedback Widget or Pass-through Identity, it’s collected in your Craft.io Feedback Portal, alongside feedback from other sources.
Feedback can be associated with the original submitter, allowing your team to review, organize, and prioritize requests in one place.
You can also connect feedback to work items in Craft.io and use Feedback Status Mapping to automatically update feedback statuses as development progresses.
Identified submitters can receive email notifications about status changes without needing to sign in to the Feedback Portal.
What comes next
[Feedback Widget Developer Guide] — Learn how to embed the widget in your application and configure authentication.
[Pass-through Identity Developer Guide] — Learn how to connect your existing systems to Craft.io through the API.
[Introduction to Feedback Management in Craft.io] — Explore how to organize, prioritize, and act on the feedback you collect.
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