Userback

Userback is a product-feedback workspace for teams that need bug reports, requests, surveys, and follow-up in one workflow. It fits product and support groups that rely on visual evidence and integrations with development tools. The strongest case is a connected feedback process; the main caution is that useful analysis and longer retention start above the free tier.

Overview

Userback combines an in-app widget with a feature-request portal and measurement tools. A report can include an annotated screenshot, video recording, and console logs, while session replay shows activity leading up to the report. That context is more actionable for triage than a text-only complaint, particularly for web products where reproducing a problem is difficult.

The Feature Portal lets customers submit ideas, vote, comment, and follow a public roadmap. Targeted in-app surveys and NPS prompts add a way to measure sentiment and assess product changes. AI can categorize incoming feedback, find similar issues, and detect recurring themes and sentiment, helping a team process a large volume without relying entirely on manual sorting.

Connections cover Jira, GitHub, Slack, ClickUp, GitLab, Intercom, Linear, Microsoft Teams, Notion, Zendesk, and Zapier. Those integrations make Userback more practical when feedback must move into an existing delivery or support process rather than remain in a separate inbox.

Key features

Visual bug reports and replay

The widget captures annotated screenshots, recordings, and console logs. Session replay adds the sequence of actions before submission, which can shorten investigation when a report lacks precise reproduction steps. Replay with feedback is reserved for Business and higher plans, so it is not part of the least expensive paid route.

Surveys, NPS, and requests

Targeted surveys and NPS prompts support focused sentiment checks instead of one broad questionnaire. The portal gives feature requests a public, vote-driven channel with comments and roadmap following. Business is the first plan that includes surveys, making that tier the sensible starting point for teams that need both collection and structured measurement.

AI and workflow connections

AI categorization, similarity detection, and theme or sentiment detection can reduce repetitive review work, but these capabilities are also limited to Business and above. The integration list is broad enough for teams already using mainstream issue trackers, chat, CRM, documentation, or automation services.

Browser and mobile collection

The Chrome, Firefox, and Edge extension captures feedback from websites without installing code on the target site. A Mobile SDK supports native iOS and Android in-app feedback. The SDK is included in Business Plus, so native mobile programs should account for that higher threshold.

Security

Userback states that it uses HTTPS with TLS 1.2 or 1.3, encrypts account data, and stores passwords as one-way hashes. It also states SOC 2 Type II compliance and compliance with GDPR and specified Australian privacy laws.

Pricing

The Free Forever plan costs $0.00 and permits unlimited feedback collection, but it is limited to two seats and two projects, with feedback retained in the account for only seven days. That works for a small evaluation or a short-lived project; it is a poor fit for teams that need an archive for ongoing triage.

Team costs $29.00 per month when billed annually, or $39 billed monthly. It provides five seats, five projects, and unlimited feedback availability. It is the entry paid choice for teams that mainly need durable feedback storage and more room for collaborators, but it does not include the surveys, session replay with feedback, or AI features listed for Business.

Business costs $79.00 per month annually, or $99 monthly. It removes seat limits, allows 25 projects, and adds surveys, session replay with feedback, AI features, and automation. This is the practical tier for a growing product organization that wants analysis and replay without moving to enterprise terms.

Business Plus costs $159.00 per month annually, or $199 monthly. It keeps unlimited seats, raises the allowance to 50 projects, and adds the mobile SDK, REST API, webhooks, and advanced privacy controls. Choose it when native mobile capture or programmatic workflow control is a requirement.

Enterprise uses custom pricing and terms, with unlimited projects, invoice payment, SSO, and priority support through a dedicated Slack channel. A 14-day trial is offered for the paid service. Enterprise customers can also schedule a demo or contact support by email or website chat.

Platforms

Userback supports web, iOS, Android, an API, and a browser extension. The extension works in Chrome, Firefox, and Edge, while the Mobile SDK targets native iOS and Android applications.

Who it's for

Userback suits product teams that want visual evidence attached to bug reports, a public request-and-roadmap channel, and links into tools such as Jira or Slack. Business is aimed at organizations that need surveys, replay, and AI; Business Plus is better for teams with native mobile products or API-driven workflows. Very small teams can start free, but the seven-day retention window and two-seat, two-project caps make it unsuitable as a long-term shared repository.

Pros and cons

• Pros: Screenshots, recordings, console logs, and replay provide unusually rich bug context.
• Pros: The portal combines voting, comments, and roadmap following with surveys and NPS.
• Pros: Integrations span major development, communication, support, and automation tools.
• Pros: Mobile SDK, REST API, webhooks, and privacy controls are available on Business Plus.
• Cons: Free feedback disappears from the account after seven days, despite unlimited collection.
• Cons: Team lacks the surveys, replay, and AI features reserved for Business.
• Cons: Advanced mobile and programmatic capabilities require the substantially more expensive Business Plus tier.

Alternatives

For a different feedback mix, see Customer Feedback Software. Pick Beamer instead if its free plan's 1,000 monthly active users, one teammate, one language, and watermark fit a simpler announcement and feedback setup. Pendo Analytics is the better direction when a free plan with 500 monthly active users, product analytics, and in-app guides matters more than Userback's visual bug evidence.

Choose Qualaroo when a survey-first approach with 1,000 email sends and unlimited responses on Essentials is the priority. Refiner is an option for teams comfortable with a free tier capped at 25 survey responses per month. SatisMeter fits a lightweight NPS program whose free plan allows 25 responses monthly.

Doorbell.io is an alternative for small teams wanting two members, one application, unlimited feedback and replies, and 50 screenshots on its free plan. Featurebase is worth considering when a one-seat free feedback workspace and unlimited conversations are enough. Hively is another customer-rating alternative.

Verdict

Choose Userback if your team needs bug reports with visual and replay context alongside feature voting, surveys, and integrations into daily work. Start with Team for durable collection at a small-team price, or Business when replay, surveys, AI, and automation justify the cost. Look elsewhere if a seven-day free retention window is unacceptable or if you need those advanced capabilities without moving to the higher paid tiers.