Moderating public Requests and comments

Choose when customer Requests and comments appear on your portal, then review content awaiting approval.

Written By Markus Palm

Last updated 40 minutes ago

Overview

Moderation lets your team review customer Requests and comments before other customers see them. The author can still see their own held content while it waits for approval.

Moderation controls publication only. AI Autopilot controls how feedback is organized, and category access and Request visibility control who can see an approved Request.

Configure moderation

  1. Go to Settings → Requests → Collection

  2. Open 'Feedback Portal', then 'Participation'

  3. Under Moderation, turn on 'Request moderation', 'Comment moderation', or both

With Request moderation on, new customer Requests wait in Triage for approval. With comment moderation on, new customer comments wait for approval.

Note: If the Feedback Portal is turned off and you collect feedback through the Feedback widget, the same participation controls appear in the widget settings.

Review held content

Review held Requests

  1. Go to Requests & Insights → Triage and open the 'Requests' tab

  2. Select a held Request and read the customer's feedback

  3. Edit the Request or resolve duplicate suggestions where needed

  4. Choose the approval action that matches the intended audience

'Publish request' releases the Request to the portal for every customer who can access its category. 'Approve for author' keeps it visible to the author only. On a category whose Requests are visible to the author's company only, the action reads 'Approve for company' and follows that category's audience. If the Feedback Portal is off, the action reads 'Approve'.

Delete content that should not be retained. For suspected spam, use the Spam queue.

Note: Approval does not bypass portal access, category restrictions, or an individual Request's visibility settings.

Review held comments

  1. In Triage, open the 'Comments' tab

  2. Select the Request with a held comment

  3. Read the comment in the thread

  4. Choose 'Approve comment' or 'Delete comment'

When a Request holds several comments, 'Approve all' and 'Delete all' act on the whole set. The 'Comments' tab appears only while comment moderation is on. Approving a comment makes it visible to customers who can access its Request.

FAQs