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Triage

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 4 days 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' - Make the Request visible to customers who can access it

  • 'Approve for author' - Keep the Request visible to its author only

  • 'Approve for company' - Follow the category's company-only audience

The action reads 'Approve' when the Feedback Portal is off.

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. Approved comments are visible to customers who can access the Request.

FAQs

No. AI organization decides how feedback is organized; it does not hold Requests for approval. Turn on 'Request moderation' or 'Comment moderation' separately under Settings → Requests → Collection → Feedback Portal → Participation.

Use 'Approve for author' when the customer should keep access to their Request but it should not appear on the portal for other customers. Use 'Publish request' when other customers should be able to see it.

The 'Comments' tab appears only while 'Comment moderation' is on. Enable it under Settings → Requests → Collection → Feedback Portal → Participation.

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