What is feedback in Craft.io?
Feedback in Craft.io is a structured customer insight - not a task, not a backlog item, and not a note in a spreadsheet. Every feedback item carries context: who submitted it, which company they belong to, what they asked for, and why it matters to them.
Feedback items exist independently from your delivery backlog. They are never automatically converted into Epics or Features. That separation is intentional: it keeps unvalidated ideas out of the backlog and preserves the customer voice behind every insight, regardless of what your delivery plans look like.
Feedback management in Craft.io is available for Enterprise customers, and as an add-on for Pro customers. Contact the Customer Success team for more information.
The feedback lifecycle
A typical feedback journey in Craft.io follows four stages:
Capture - Feedback is submitted through the Feedback Portal, an integration, or the API
Triage and analyze - Product teams review submissions in the Feedback Table, filter by category, company, or status, and determine relevance
Connect and promote - Validated feedback is linked to existing backlog items or promoted into new Epics, Features, Stories, or bugs
Close the loop - As delivery progresses, status updates flow back to submitters automatically
At every stage, the original feedback item - including who submitted it, which company they belong to, and what they said - remains accessible and traceable.
Where feedback lives
Feedback is managed across two connected surfaces, each with a distinct purpose.
The Feedback Portal is where feedback is captured. It handles the submitter experience - branding, forms, categories, integrations, and communication with customers. This is where every insight enters the system.
The Feedback Table is where feedback is managed. It lives inside your Workspace alongside your backlog and roadmap, so your team can review, filter, and act on feedback in the same context where product decisions get made.
The portal and the table are two stages of the same workflow. Feedback arrives through the portal and is managed in the Workspace.
Capturing feedback - the Feedback Portal
The Feedback Portal is the front door for all customer input. It handles:
Structured intake - Forms with fields, categories, and labels ensure every item arrives with the context your team needs
Multiple submission channels - Customers and internal teams can submit through the portal directly, or via Slack or Microsoft Teams, CSV import, and the Public API
Submitter communication - Customers can track the status of their submissions, vote on other requests, and receive updates as delivery progresses
Access and visibility controls - Admins configure who can submit, what they can see, and how items are routed
Feedback teams are also able to integrate with Salesforce to bring additional customer context to feedback submissions.
Each portal connects to a single Workspace. For organizations with multiple Workspaces, a common pattern is a dedicated Demand Intake Workspace with one portal - validated feedback is then promoted into downstream delivery Workspaces.
Managing feedback - the Feedback Table
The Feedback Table is the operational surface for product teams. It lives inside your Workspace and behaves like any other view - it can be filtered, grouped, and saved.
From the Feedback Table, your team can:
Filter and group by company, product area, category, or custom fields
Identify which items represent new signals and which reinforce existing backlog work
Surface patterns across large volumes using Feedback Guru AI
Promote or connect items to the backlog without leaving the Workspace
💡 Feedback Table views can be saved just like any other view in your Craft.io Workspace. Filter and group your feedback - for example, all items with a status of New - and save the view to return to it instantly. A useful starting point is a saved view for new intake, so nothing slips through during triage.
Connecting feedback to the backlog
Once a feedback item is reviewed, your team can act on it in one of two ways:
1 - Promote - Creates a new Epic, Feature, Story, or Bug directly from the feedback item. The original insight stays linked to the new backlog item.
2 - Connect - Links the feedback item to something that already exists in the backlog. Multiple feedback items can connect to the same Epic or Feature, building a picture of demand over time.
💡 Feedback Guru AI can help you identify which feedback items are related before you promote or connect them. Rather than reviewing submissions one by one, Guru groups similar requests so you can see the full scope of demand behind a theme - and make a more informed decision about what to act on.
What comes next
Set up your Feedback Portal to configure your intake experience
Learn how to promote and connect feedback items to your backlog
Learn how Feedback Guru AI surfaces themes and demand patterns
Need more guidance? 🙋 Our LIVE support team (at the bottom right corner of your screen) replies to ANY question!