Feedback Page: View and Analyze All Your Customer Feedback
Last updated: November 13, 2026
The Feedback page is where you view and analyze all of your customer feedback, entry by entry, across every source you've connected.
It's the firehose: support tickets, app store reviews, surveys, social posts and sales call transcripts, all in one list.
See and Understand Your Feedback
Aggregate statistics and automatically created Groups are the fastest way to prioritize. Sometimes, though, there's no substitute for reading recent feedback one entry at a time to get a quick pulse of what's new.
New feedback arrives automatically, usually each night, from every integration you've set up.
The page has 4 main parts:
A search bar, for finding exact words in your feedback
Date controls: a start and end date, plus preset buttons for 7D, 30D, 90D, 1Y and All
A filter button, for narrowing the list by source, sentiment, segment and more
The list of feedback entries, with any filters you've applied shown as chips above it (for example, "Source: App Store"). Click the X on a chip to remove that filter.
Reading One Piece of Feedback
Each entry in the list shows:
An icon for the source it came from, such as the App Store
The entry's title
The full text of the feedback
The author's name or username. If PII redaction is enabled, this field is redacted.
The date it was left
Its sentiment label: Positive, Neutral or Negative
Behind each entry is a one-sentence summary, called a distillate. The distillate gets a sentiment label and is checked for feature requests, product defects, churn risk and upsell opportunities. The AI-generated filters below use those labels.
Entries keep a link back to the source platform where one exists, such as the original Zendesk ticket, so you can check the full context.
Refine Your Feedback With Filters: Date, Sentiment, Source and Segment
To narrow the list:
Choose a date range with the preset buttons (7D, 30D, 90D, 1Y or All), or set your own start and end dates.
Click the filter button.
Pick a filter, such as Source, and choose the values you want, such as App Store.
Add more filters if you need them. Each one appears as a chip above the list.
Available Filters
The same filters work on the Feedback, Taxonomy, Boards and Alerts pages:
Filter | What it finds |
|---|---|
Source | Feedback from one or more sources, such as Zendesk |
Group | Entries in a specific Group, such as "Notifications are late" |
Descendants of | Entries in any Group under a parent Group |
Entry belongs to Group | Feedback that is, or isn't, in at least one Group |
Permalink | One entry, found by its link in the source platform, such as a Zendesk ticket number |
Sentiment | Positive, Neutral or Negative feedback. Unwrap uses Inferred CSAT as an AI estimate of how satisfied or dissatisfied a customer is, measured for each conversation part along with the reason why. |
Feedback Type | Feature Requests and Product Defects |
Business Impact | Churn Risk and Upsell Opportunity |
Resolution State | Support conversations that ended in a Successful or Unsuccessful Resolution |
Custom fields | Any extra information from your integrations, such as plan tier, region, product version or NPS Bucket |
Filter Examples
To see only Net Promoter Score (NPS) detractors, filter on your NPS custom field and choose Detractors.
To find feedback your taxonomy doesn't cover yet, set "Entry belongs to Group" to entries that aren't in any Group.
To read support conversations that went badly, filter Resolution State to Unsuccessful Resolution. A conversation is either a Successful Resolution or an Unsuccessful Resolution, never both.
Filtering Feedback explains every filter in detail.
Where Custom Fields Come From
Custom fields are set up on the Integrations page, and only Admins can create or change them. Once a field is configured, you can filter by it anywhere filters are available.
Custom fields let you answer questions like "What are the top issues with v2.1?" or "What are the top issues amongst customers who churned?" See Custom Fields for what to bring in.
Searching for Exact Words
The search bar on the Feedback page runs an exact-match search. Search for "premier league," for example, and the list shows every recent entry that contains those words.
You can combine a search with filters, such as one source and a date range.
This is a simple text search. For artificial intelligence (AI)-powered search that matches meaning, use the Taxonomy page.
Saving Filters You Use Often
If you use the same set of filters over and over, save it so you can apply it in one click. Say you're the product manager for your company's Android app and always filter to negative Android reviews:
Apply the filters you want (Source: Android reviews, Sentiment: Negative).
Save the combination as a saved filter and give it a name.
Next time, pick it from your Saved Filters library.
Saved filters are private to your personal filter library by default. You can share one so that anyone else in your View can use it too.
If you apply a saved filter to a Chart or Board, that filter has to be public. Your most-used saved filters appear at the top of the library, with one-click tiles for your 3 most frequently used ones.
When to Use The Taxonomy Page Instead
Use the Feedback page when you want to read individual entries or find exact words.
Use the Taxonomy page (formerly called Explore) when you want AI-powered search. It looks through your Groups and returns the ones most related to your search, and you can save a search as a new Group. Groups keep updating as new feedback comes in, so you can track an issue over time.
FAQs
How Often Does New Feedback Show Up?
Once an integration is configured, new feedback is pulled in within 15-20 minutes.
Why Doesn't My Search Find Feedback That Means the Same Thing?
The Feedback page search only finds exact words. To find feedback that describes the same issue in different words, search on the Taxonomy page instead.