We have completely reworked the Productlane inbox to help you prioritize feedback, answer customers faster, and close the feedback loop. The new view will also make it much easier for you to grasp new statuses like "unsnoozed" and "close feedback loop". Giving you more peace of mind by reaching inbox zero.

1. Grouping

We understand that with a lot of incoming feedback, a plain list of the threads can become overwhelming and does not incentivize triaging your feedback. That's why we are now grouping threads for you, to give you a less overwhelming view and an easier way to get started. Threads are being grouped by:

• Priority
  Ordered from urgent to no priority, you can focus on important feedback first.

• Close the feedback loop
  Threads where an issue has been done will return to the inbox in a separate group.

2. Priorities

We want to enable you to get to the most important feedback first. Priorities given via the Productlane widget and roadmap are being used to highlight those at the top of the inbox. This, for example, can include bug reports, where you should answer your customer quickly and have an issue created fast. We use the following priorities:

• Urgent

• High

• Medium

• Low

• No priority

3. Inbox actions

In addition to the priority, you want to see the next step for this item instantly. This is why we brought in inbox actions. We show a label at each thread, that either contains an action or a thread status.

These are the actions you'll find:

• Reply within
  If new feedback or a reply to an open conversation comes in, we will show you this label. This is to nudge fast replies and efficiently handle feedback. Your reply time can be adjusted individually per workspace in your settings.

• Waiting for a reply

  In case you didn't manage to reply to the customers' feedback, you'll see a label highlighting that this thread has been left unanswered for a longer time than it should. This also helps you prioritize the answers for those.

• Mark done
  A thread that has been replied to can now easily get marked done right from the thread list overview without needing to open the thread itself.

• Unsnoozed

  Unsnoozed threads come back to your inbox, which can increase the number of threads without receiving new feedback.
  These are now clearly distinct from other threads by showing an "unznoozed" label again to have a less overwhelming and clear inbox view.

Set the inbox response time in your settings to ensure making customers feel their feedback is taken seriously:

More Improvements and bug fixes

• Added new priority icons to the portal

• Added new empty states all around the tool

• Improved a lot how emails are displayed, especially for Microsoft (it's hard)

• Fixed a bug where the editor was visually jumping when opening a thread

• Fixed a bug where some emails took long to load in the sync engine for customers

• Fixed a bug where the email body was empty for a few customers

• Improved J/K and arrow navigation for filtered feedback

• Fixed a bug on the portal where actions were blocked after logging out and in

• The editor now scrolls fully to the bottom when opening a thread

• Improved placement of attachments button in the email reply editor

• Fixed a bug where a Slack reply always opened an empty quote

• The link creation now stops when hitting enter after a link

• Fixed a bug where Hubspot contacts did not show up in threads

• Improved loading times on threads

• Improved the changelog edit options so you won't accidentally delete them

• Improved layout of invite people modal

• We included Linear's new "Initiatives" so you can better group your roadmap.

• There is a new "list contacts" API endpoint so that you can sync all segments from different tools 🎉

• Triage issues are now included on your portal

• Embedded videos had weird dimensions in the changelog. Fixed!

• Fixed a bug where the dash wasn't accepted in allowed domains

• Fixed a bug that prevented image uploads from working

• The "add issues" button in the changelog is now more visible