The Feedback Portal is the intake layer of your feedback architecture. It is where customers or internal teams submit ideas, requests, and signals.
This guide walks you through the setup process and highlights the key decisions that shape how feedback will flow into your Workspace.
Before you start: Access and roles
Before creating or configuring a Feedback Portal, make sure the right permissions are in place.
Portal creation
Only the Workspace Owner can create a new Feedback Portal.
Each Portal connects to a single Workspace.
If you manage multiple Workspaces, confirm which one should receive incoming feedback before proceeding.
Roles and permissions
There are two distinct role layers to consider:
Workspace Roles: These determine who can access and manage feedback inside the Core Application, including reviewing submissions and connecting feedback to Epics or Features.
Portal Roles: These determine who can administer the Portal itself, including:
Managing categories and forms
Configuring statuses
Managing Companies (for restricted portals)
Inviting users
Adjusting branding and visibility rules
Not every Workspace user automatically has Portal administrative permissions.
Step 1: Create a new feedback portal:
To create a Portal:
Click Feedback in the top navigation bar
Enter your Company name
Define your Portal name
Choose your subdomain URL
Upload a company logo, if preferable
This unique URL be the destination where your customers will go to submit new ideas and feature requests.
Choose a Portal name that reflects its audience. For example, “Product Feedback,” “Partner Ideas,” or “Customer Requests.”
Step 2: Choose your access model
You'll next decide how users will access the Portal.
Public Access
Anyone with the URL can submit feedback
Users must create an account to submit
Users can see other submissions
Best suited for:
Broad customer communities
Beta programs
Open product feedback environments
Restricted Access
Only invited users can submit feedback
Access can be limited by email domain, but users must create an account to submit
Company visibility can be controlled
Best suited for:
B2B environments
Enterprise customers
Internal feedback collection
Multi-account segmentation
If feedback requires company-level visibility controls, use Restricted Access.
Step 3: Configure categories and labels
Categories define the type of feedback at submission time. Labels help product teams categorize work downstream.
Feedbakc submi
Feature Request
Bug
UX/UI
Sales Feedback
Internal Suggestion
Categories act as classification labels. They do not need to match your product hierarchy as they reflect submission type and not delivery structure.
Step 4: Define feedback fields
Fields define the data you collect for each feedback item. They determine what information is captured and how it can later be filtered, grouped, and analyzed.
To create a field:
Go to Settings in the left-hand menu
Select Feedback Fields
Click Add Field
Enter the field name
Choose the field type (text, number, single-select, multi-select etc)
Mark fields as required if relevant to your workflow
Add field descriptions to guide submitters
Save your changes
Use structured field types whenever possible. Structured data scales better than free text and enables filtering, reporting, and AI-powered analysis.
Only mark fields as Required if they directly support triage or prioritization decisions.
If you are unsure which questions to include, use Guru Questions. These are best-practice prompts for problem framing, context gathering, and impact clarification, and are helpful when designing a form for the first time.
To access them:
Go to Settings → Feedback Fields
Click Add Field
Select a Guru Question template
Step 5: Create feedback forms
Forms control the submission experience. They determine which fields appear to users and how much detail is required.
You can create multiple forms within the same Portal to support different audiences. To create a form:
Go to Settings
Select Forms
Click Add Form
Name the form
Select the fields you want to include
Arrange the order of fields
Save your changes
Design forms around decision-making needs. The goal is to collect enough structure for prioritization without overwhelming submitters.
Step 6: Manage Workflow and Statuses
Your Portal supports two status dimensions:
Customer-facing status: communicate progress to submitters.
Internal status: support internal vvaluation and decision-making.
Configure these inside the Workflow & Statuses section.
Add, rename, or delete statuses
Reorder workflow stages
Assign colors
Keep customer-facing statuses simple and high-level. Avoid exposing internal evaluation stages.
Step 7: Set up companies (restricted portals only)
If using Rstricted Access, configure Companies to organize submitters by organization. For each Company, you can:
Define email domains
Assign Workspace connection
Add enrichment fields such as revenue or tier
Control cross-company visibility
Companies allow you to:
Prioritize feedback by account value
Prevent cross-customer visibility
Report by segment
Companies can be set up manually within the portal settings, or brought in automatically via the native Salesforce integration.
Setup companies manually
To create a new company manually:
Go to the left-hand menu and select Company List
Click Add Company
Enter the Company name
Select the Workspace the feedback will connect to
Define:
Company size
Company value (e.g. revenue, ARR, customer lifetime value)
Click Create Company
Import companies via Salesforce integration
If enabled, the Salesforce integration enriches Companies automatically with account-level data such as:
Customer name
ARR or ACV
Account attributes
This means when feedback is connected to a Feature or Epic, associated account value can surface in the Workspace. Product teams can then evaluate demand not only by count, but by business impact.
Invite company users
Once a Company is created, users can be invited in via two ways:
Manual invite
Add individual email addresses under “People”
Each user receives a direct invite email
Suitable for small groups or controlled onboarding
Company invite link
Generate a unique link for the Company
Share with a group email or publish directly to customer teams
Allows multiple users to join without entering emails one by one
To guarantee that only users from the same company can join their group, each company is defined by a set of email domains; only users with emails that match the specified domain will be allowed to sign up to the Feedback Portal.
Step 8: Invite administrative team members
From the Team Manager:
Add internal users
Assign permission levels (e.g. contributor, editor, or admin)
Define who can manage feedback
Use this for core product, CS, and sales stakeholders who will triage and evaluate feedback. Company users (i.e. users from your customer base who only submit - not administrate - feedback) will be invited in via a different method.
Step 9: Enable integrations (optional)
Craft.io supports intake integrations including:
Integrations allow feedback to enter the same Portal structure from multiple sources.
All submissions, regardless of source, land in the same Feedback repository.
Common Setup Mistakes to Avoid
Creating too many required fields in the submission form
Overcomplicating customer-facing statuses
Mirroring your product hierarchy as categories
Allowing feedback to bypass triage and go directly to promotion
A well-structured Portal supports scale without sacrificing clarity.