SessionSight: Feedback
Overview
Use this page to review and triage visitor feedback. The Feedback inbox collects the star ratings and optional written comments that visitors submit through the feedback widget embedded in a monitored web application, so you can see not just whether a page is slow or broken but how it felt to use. Without this page, that signal stays buried in the widget's raw submissions, with no way to connect a low rating to the page, the moment, or the session behind it.
Before feedback can appear here, the feedback widget must already be enabled for the application you pick in the tenant and application selectors, which SessionSight shares with every other page in the module; the time range, segment, status and rating filters then narrow what that widget has collected down to the items worth your attention. Once you have reviewed an item, you can open SessionSight: Replay from it to watch the recorded session behind a rating, carrying the investigation beyond this page.
On this page you filter feedback by time range, rating, status (Unread, Reviewed, Actioned) and page path, read the top pages and recurring comment themes under Where it comes from, open the replay of the moment a rating was given, and move each item through Reviewed and Actioned as your team works through it.
Key concepts
- Feedback widget - The rating and comment prompt embedded in a monitored web application that visitors use to rate their experience; every row on this page comes from its submissions. (related: Configuration: SessionSight: SessionSight)
- Segment - A grouping of visitors, such as Real users, used to restrict the feedback list and KPIs to one kind of traffic. (related: SessionSight: Visitors)
- Status (Unread, Reviewed, Actioned) - The triage state of a feedback item: Unread means nobody on your team has looked at it yet, Reviewed means someone has read it without further action, and Actioned means your team has resolved or acted on it.
- Watch the moment - A link on a feedback item that opens the session recording a few seconds before the visitor submitted the rating, so you can see what they experienced. (related: SessionSight: Replay)
When to use it
- Check overall visitor satisfaction (average rating, percentage unhappy) for an application over a chosen time range.
- Read written comments and recurring themes to spot a complaint before it shows up elsewhere.
- Triage new submissions, moving items from Unread through Reviewed to Actioned as your team handles them.
- Jump from a low rating straight into the session replay to see what the visitor actually did.
- Filter to a specific page after noticing it dominates the Pages list, to read only its feedback.
- Narrow by segment to exclude synthetic or release traffic from genuine visitor sentiment.
Before you begin
- The feedback widget must already be enabled and configured for the application you intend to review, on Configuration: SessionSight: SessionSight; without it, visitors have nothing to submit ratings or comments through.
- A tenant and an application (container) must be selected in the context bar before any data loads.
- To use Mark reviewed or Mark actioned, your account needs feedback-management permission; without it the status buttons are hidden and the page is view-only.
- To open Watch the moment replays, your account also needs separate results access to SessionSight; feedback-management permission alone is not enough.
Common workflows
Triage new feedback
Persona: Support or QA engineer monitoring visitor feedback
- Select the Unread tab.
- Expect: The item list reloads to show only items with Unread status.
- Open an item's Watch the moment link.
- Expect: The session replay player opens a few seconds before the visitor submitted the rating, so you can see their actions leading into it.
- Select Mark reviewed on the item.
- Expect: The item's status changes to Reviewed and it drops out of the Unread tab.
Verify: The Unread badge count decreases by one, and the item now appears under the Reviewed tab instead of Unread.
Investigate unhappy ratings for a page
Persona: Operator checking the impact of a recent change
- Set the time range to the window since the change, for example 24h.
- Expect: The KPIs, rating rows, Pages, Themes and item list reload to that window only.
- Select the Very unhappy row in the ratings card.
- Expect: The item list filters to rating 1 submissions only, and a removable rating filter chip appears above the list.
- Select the top entry in the Pages list under Where it comes from.
- Expect: The item list narrows further to feedback from that page, and a removable page filter chip appears alongside the rating filter chip.
Verify: The item list shows only Very unhappy comments from the selected page, confirming whether one page is driving the low ratings.
Steps
Step 1
Open Feedback from the SessionSight section of the left navigation.
Expected result: The Feedback inbox loads for the selected tenant and application over the default 7d range. Since no ratings or comments have been submitted yet, every KPI reads 0, the Pages and Themes lists are empty, and the item list shows 'No feedback in this range yet.'
This is the starting view for reviewing what visitors rated and said about the monitored application.
- The context bar defaults to the 7d time range and the Real users segment.
- The All tab is selected by default, with Unread showing a badge of 0.
- The ratings card lists all five faces, Very happy through Very unhappy, each at 0.
Tabs on this page
-
All - Shows every feedback item in the selected range regardless of triage status. This is the default view when you open the page.
- Full item list, no status filter applied.
-
Unread - Shows only items your team has not yet opened or triaged. Switch here first to work through brand-new submissions.
- Item list filtered to Unread status; the tab's own badge shows the current unread count.
-
Reviewed - Shows items your team has read but has not (or does not need to) act on further.
- Item list filtered to Reviewed status.
-
Actioned - Shows items your team has resolved or acted on. Use it to confirm what was already closed out.
- Item list filtered to Actioned status.
Field reference
| Field | Purpose | Format / Validation | Required | Default |
|---|---|---|---|---|
| Tenant selector | Chooses which LoadGen tenant's feedback data loads on the page; switch tenants to view a different organization's SessionSight data. | dropdown | Yes | - |
| Application selector | Chooses which monitored web application's feedback to show; each application has its own widget and independent rating history, so pick the one you are investigating. | dropdown | Yes | - |
| Segment selector | Restricts the feedback list and KPIs to one visitor segment; choosing Real users excludes synthetic or release traffic so the ratings reflect genuine visitors only. | dropdown | No | Real users |
| Time range | Sets the window every KPI, rating row and list item is computed over. Shorter windows (1h to 8h) isolate the reaction right after a release or incident; 24h and 7d show a broader trend; Custom lets you pick an exact start and end. | segmented control (1h, 4h, 8h, 24h, 7d, Custom) | No | 7d |
Column reference
| Column | What it shows | How to read it |
|---|---|---|
| Average rating | Summary metric, not editable. | Shows a dash when no ratings exist in the selected range yet. A low average (below 3) across a meaningful number of ratings signals a widespread experience problem rather than one outlier. |
| Unhappy (1 or 2) | Summary metric, not editable. | The share of all ratings that were 1 or 2 stars. A rising percentage even while the average rating holds steady can mean a growing minority is having a bad experience while most visitors are fine. |
| Ratings | Summary metric, not editable. | The total number of star ratings in the selected range. A very low count means the average and the percentages above are based on little data and may not be representative yet. |
| Rating rows (Very happy, Happy, Neutral, Unhappy, Very unhappy) | Read-only breakdown, not editable; click a row to filter. | Bar length is relative to the highest count among the five rows. A bar near the top of the scale dominating is healthy; a bar near the bottom dominating signals a problem worth opening the items for. |
| Pages (Where it comes from) | Read-only list, not editable; click an entry to filter. | Reads 'No pages yet.' until feedback accumulates for a page. A page appearing high in this list is driving a disproportionate share of the feedback and is worth reading first. |
| Themes | Read-only list, not editable. | Reads 'No themes in the comments yet.' until written comments accumulate. A theme repeated across several comments points to a specific, nameable complaint worth investigating even before you read every comment individually. |
| Unread badge | Read-only count, not editable. | - |
| Rating (item) | Read-only value, not editable. | Matches one of the five faces in the ratings card; read it alongside the comment to judge how serious the feedback is. |
| Comment (item) | Read-only value, not editable. | Shows 'No comment, rating only' when the visitor submitted a rating without typing anything; that submission still counts toward the KPIs above but gives no detail to act on. |
| Page (item) | Read-only value, not editable. | The page the visitor was on when they submitted the feedback; use it to connect a rating to a specific place in the application. |
Controls reference
Feedback widget settings
Navigates to the widget's configuration so you can check or change how the feedback prompt is set up for this application.
When to use: When no feedback is arriving and you need to confirm the widget is enabled and configured for the selected application.
Side effects: Read-only here; it only navigates away from this page, it does not change any feedback data.
Time range selector
Reloads the page's KPIs, rating rows, Pages, Themes and item list for the chosen window (1h, 4h, 8h, 24h, 7d or Custom).
When to use: Shorten the window right after a release or incident; lengthen it or use Custom to see a longer trend.
Side effects: Read-only; it only changes which range of existing feedback is displayed.
Rating rows
Filters the item list to only the clicked rating value.
When to use: To inspect only the most negative, or only the most positive, submissions.
Side effects: Read-only; adds a removable rating filter chip above the item list.
Remove the rating filter
Clears the active rating filter chip.
When to use: After you are done reviewing one rating's comments and want to see all ratings again.
Side effects: Read-only; removes the filter only, it does not change any item's data.
Pages list
Filters the item list to feedback submitted on the clicked page path.
When to use: After noticing one page dominates the Pages list, to read only its comments.
Side effects: Read-only; adds a removable page filter chip above the item list.
Remove the page filter
Clears the active page filter chip.
When to use: After you are done reviewing one page's feedback.
Side effects: Read-only; removes the filter only.
Clear
Clears all active rating and page filters at once.
When to use: To reset the item list before starting a fresh review pass.
Side effects: Read-only; removes filters only, no data is changed.
Mark reviewed
Changes a feedback item's status to Reviewed.
When to use: Once you have read a comment and it does not need further action.
Side effects: Mutating: writes the new status for that item. Only shown to an account with feedback-management permission.
Mark actioned
Changes a feedback item's status to Actioned.
When to use: Once your team has resolved or acted on the feedback, for example filed a fix or replied to the visitor.
Side effects: Mutating: writes the new status for that item. Only shown to an account with feedback-management permission.
Watch the moment
Opens the session replay a few seconds before the visitor submitted the item's rating.
When to use: When a low rating or a short comment does not explain itself and you want to see what the visitor actually did.
Side effects: Read-only; navigates to SessionSight: Replay. Shown as a muted 'Replay needs the results access' label instead of a link when the signed-in account lacks results access.
Previous / Next
Moves between pages of the item list, 20 items per page.
When to use: When more than 20 items match the current tab and filters.
Side effects: Read-only; changes which items are shown, nothing is modified.
Retry
When to use: When the page shows 'Couldn't load the feedback.'
Side effects: Read-only; retries the load only.
Verify the result
A loaded Feedback page shows the context bar's tenant, application, time range and segment above a ratings card with real, non-zero counts once visitors have rated the page, plus populated Pages and Themes lists under Where it comes from and a list of individual items below the status tabs. If every KPI still reads 0, first check that the selected time range actually covers a period when visitors used the feedback widget and that the correct tenant and application are selected. If items should exist but the list still reads 'No feedback in this range yet.', clear any active rating or page filter chip.
Troubleshooting
- Symptom: The page shows 'No feedback in this range yet.' even though visitors should have rated the app. Fix: Check that the time range covers when the ratings happened, confirm the correct application is selected, and clear any rating or page filter chip that may be narrowing the list.
- Symptom: 'Couldn't load the feedback.' appears instead of the inbox. Fix: Select Retry; if it keeps failing, contact LoadGen support with the tenant and application you were viewing.
- Symptom: Mark reviewed and Mark actioned buttons are missing on an item. Fix: Your account lacks feedback-management permission; the page remains usable read-only, so ask an admin to grant the permission if you need to triage.
- Symptom: Watch the moment shows a muted 'Replay needs the results access' label instead of a link. Fix: Your account has feedback-configuration access but not the separate SessionSight results access; ask an admin to grant it to view replays.
- Symptom: An opened item shows 'This feedback item no longer exists.' Fix: The item was removed from the behavior store since the list loaded; return to the tab and let the list reload.
- Symptom: The Unread badge stays at 0 even though new feedback is expected. Fix: A count of 0 can mean no submissions rather than a display problem; confirm the widget is actually enabled for this application on Feedback widget settings.
Related articles
- Prerequisite: Configuration: SessionSight: SessionSight - the feedback widget must be enabled and configured there before visitors can submit ratings and comments
- Next step: SessionSight: Replay - Watch the moment opens the session replay recorded around a feedback item's moment
- See also: SessionSight: Visitors - segments shown in the context bar, such as Real users, are defined and managed there
- See also: SessionSight: Dashboard - gives the broader SessionSight overview that this feedback inbox feeds into