The reason your sales and CS teams stop sending feedback isn't that they're too busy. It's that nothing ever comes back.
Notifications fix that: when a teammate submits feedback to Harvestr, they get told what happened to it, automatically, in the tool they sent it from.
These notifications go to the teammate who submitted the feedback, not to your customer.
Harvestr never emails your customers directly. Your CSM decides what to relay, and how.
Where to set this up
This moved. Notification rules used to live on each integration settings page. They are now in one place, Settings, Notifications, and they apply to your whole workspace.
Each integration page now only shows a summary of its rules, with a Configure notifications button that takes you there.
Only Editors and Owners can change these rules. Everyone else sees what is configured, without being able to edit it.
The four events
In the Notify them when card, turn on the moments that should reach the submitter:
Event | What it tells them |
Their feedback arrives in Harvestr | It landed in your inbox and did not vanish. |
Their feedback is linked to a discovery | It is now tracked alongside similar requests. |
A teammate comments on their feedback | Someone from the product team replied. |
The discovery's status changes | The discovery containing their feedback moved to a status you chose. |
For status changes, pick Specific statuses (typically Planned and Shipped) or Any status of a type, which also covers statuses you create later. If no status is selected, status changes notify nobody.
Comments means root comments only. A reply inside a thread, or a comment anchored to a piece of text, does not notify the submitter. Comment notifications are never posted on a ticket or a thread: they go to Harvestr or to email.
One more switch sits below: Reopen support tickets if they are closed, so the update lands back in the agent's inbox on Zendesk, Intercom and Freshdesk. Bear in mind that the support tool's own notifications may fire on a reopened ticket.
Who is notified, and where
You choose the events. Where the message lands is decided by where the feedback came from, and is not a setting.
The submitter | What they get |
Sent the feedback from a ticket or a thread (Zendesk, Intercom, Freshdesk, Slack, MS Teams) | An internal note on the ticket or conversation, or a reply in the thread |
Has a Harvestr seat | A notification in Harvestr, plus a line in their email digest |
Has no Harvestr account | A direct email, sent immediately |
An email notification:
A notification in a support tool (Intercom, Zendesk, Freshdesk):
A teammate whose feedback came from a ticket gets the note on the ticket, not a notification in Harvestr. That is deliberate: the update belongs where the customer conversation is.
Adjusting a single channel
The Channels card lists every source of feedback you have connected. Each one follows your workspace rules until you open it and choose:
Follows workspace rules: it tracks the rules above, including later edits
Customised: it holds its own set of events, and workspace edits no longer apply to it
Off: nothing is ever sent for feedback from this channel
Reset all to workspace rules puts everything back in line in one click.
Slash-command feedback in Slack is always acknowledged. That first message is the thread other updates reply to, so turning the arrival event off for Slack only silences the acknowledgement for feedback sent from a message action.
Feedback from the feedback widget and from spreadsheet imports never notifies anyone.
Emails to people without a Harvestr account
They are sent immediately, not digested.
A status change is merged into one email per person and per discovery, listing all their feedback on it.
They are rate limited: at most one per hour on the same discovery, and five per person per day.
Every email carries an Unsubscribe link. One unsubscribe silences all of them.
Only addresses on your approved domains can be emailed. That list is derived from your team and managed by our support, so contact us to change it.
Your own notification preferences
The workspace rules decide what is sent. Your own preferences, in Settings, Profile, Your notifications, decide what reaches you personally:
Email digest frequency: never, every 5 minutes, hourly or daily
Status updates on your feedback: feedback you submitted arrives, is linked to a discovery, or its discovery changes status
Replies to your feedback: someone comments on feedback you submitted
The two options about your own feedback are on by default. Note the order: if an Editor turns an event off for the whole workspace, your personal preference cannot bring it back.
Notify every submitter of a discovery at once
In a discovery comment, type @ and pick Submitters to reach everyone who sent feedback linked to that discovery, minus yourself. The row tells you how many people are in Harvestr and how many will be emailed.
Only Editors and Owners can use it.
The audience is fixed when you post the comment: feedback linked afterwards does not notify anyone.
It is capped at 100 external recipients and 200 teammates. Above that, mention people individually.
Checking what was sent
Every feedback has a Notifications section listing each delivery, newest first: the note posted on a ticket, the reply in a thread, the email sent, or the reason nothing went out.
Common reasons for a skip: the submitter is the person who made the change, no email address on file, the domain is not approved, the daily limit of five emails was reached, or the rule is off for that event.
If you were using the old per-integration rules
Your existing rules were carried over, channel by channel, and a banner invites you to review them.
A channel that was migrated to Off sends nothing at all, including comment notifications. If a channel went quiet after the upgrade, open it and set it back to Follows workspace rules.
Related
Link feedback to the right customer: notifications only make sense if the customer is right
Stay updated by watching discoveries and components: notifications about your own product work
Share a public roadmap with customers: closing the loop at scale