Userback

Userback is a feedback platform for product teams that brings bug reports, product ideas, and customer sentiment into a shared workflow. It suits teams that need visual bug context alongside requests and surveys, especially when they already work in connected project tools. Its main trade-off is that the free plan keeps feedback for just seven days, while several core analysis and collaboration features require higher tiers.

Overview

Userback combines annotated screenshots, video recordings, and console logs in an in-app feedback widget, with session replay to show what happened before a bug report. Teams can also collect feature requests through a portal where users vote, comment, and follow a public roadmap. Targeted surveys and NPS prompts add a way to measure sentiment and changes in the product.

Its AI features can categorize feedback, identify similar issues, and surface recurring themes and sentiment. Integrations span Jira, GitHub, Slack, ClickUp, GitLab, Intercom, Linear, Microsoft Teams, Notion, Zendesk, and Zapier, making it more useful when teams want feedback to feed into existing work systems. The company says it has been building Userback since 2018 and names Jon Tobin and Lee Le as co-founders; the product is identified as founded in 2016.

Key features

Bug context and feedback collection

Screenshot annotation, recordings, and console logs give a report more diagnostic context than a plain text submission. Session replay can further help teams trace what users did before reporting an issue. These features suit product and engineering teams handling bugs from live users, though session replay is included in Business rather than the entry-level paid Team plan.

Ideas, surveys, and AI

The Feature Portal brings idea submission, voting, comments, and a public roadmap together. Surveys and NPS prompts help teams ask targeted questions, while AI categorization and theme detection can organize incoming feedback. These capabilities make Userback broader than a bug-reporting widget, but surveys, session replay with feedback, and AI features are reserved for Business and above.

Browser and mobile capture

The Chrome, Firefox, and Edge extension captures feedback on a website without requiring code installation on that target site, a practical option for external or third-party pages. Native iOS and Android feedback is supported through a Mobile SDK, included with Business Plus.

Pricing

Userback is freemium, with a 14-day trial and paid plans from $29/mo on annual billing. The plan choice matters less for collection volume than for retention, team scale, and access to surveys, replay, AI, and developer tools.

Platforms

Userback supports Android, iOS, web, API, and browser extension. The extension works with Chrome, Firefox, and Edge; native mobile feedback uses the iOS and Android Mobile SDK. The Business Plus plan includes that SDK and the REST API and webhooks.

Who it's for

Userback is a strong fit for product teams that want bug context, feature requests, and customer sentiment routed through a single feedback system, particularly when integrations match their existing tools. Small teams can start on Free, but the seven-day account window makes it a poor choice when feedback needs to remain available. Teams needing surveys, replay, or AI should budget for Business; mobile SDK, API access, webhooks, and advanced privacy controls require Business Plus.

Security measures include HTTPS with TLS 1.2 or 1.3, encrypted account data, and one-way password hashes. Userback states that it is SOC 2 Type II compliant and compliant with GDPR and specified Australian privacy laws.

Pros and cons

• Pro: Reports can include annotated screenshots, recordings, and console logs, giving teams useful context beyond a text description.
• Pro: The portal, surveys, NPS prompts, and integrations cover both collecting feedback and connecting it to team workflows.
• Pro: Free allows unlimited collection, and Team removes the seven-day availability limit.
• Con: Free feedback is only available for seven days, limiting its usefulness for ongoing review.
• Con: Surveys, session replay with feedback, and AI features start at Business, a substantial step up from Team.
• Con: Mobile SDK and REST API access require Business Plus, so mobile or integration-heavy teams face a higher entry price.

Alternatives

For other options in the category, see Customer Feedback Software.

• Featurebase is worth considering for teams seeking a freemium alternative with unlimited conversations on its free plan and feedback included, though that plan is limited to one seat and does not support AI.
• Sleekplan is another freemium option; its free Indie plan includes unlimited feedback and subscribers, but has zero team seats.
• Beamer offers a free plan capped at 1,000 MAUs, one teammate, and one language, with an NPS add-on priced at $99 a month.
• Productboard is an alternative with a free plan that includes 50 AI credits per month, 500 feedback notes, 25 contributors, one teamspace, and one product portal.
• Canny suits readers comparing feedback tools with a free plan for 25 tracked users and unlimited feedback; its Pro plan is $79 a month billed yearly for 100+ tracked users and PM integrations.
• Qualaroo is another freemium alternative, with Essentials at $39.99 a month billed monthly for 1,000 email sends and unlimited responses.
• Zonka Feedback uses paid, custom-quote pricing based primarily on data credits and can be bundled with Feedback Management.
• Medallia is a paid alternative.

Verdict

Choose Userback if your product team needs to combine visual bug reports with a public feedback portal and, on higher plans, surveys, replay, and AI-assisted organization. The free tier is useful for trying the collection workflow, but its seven-day retention makes it unsuitable as a long-term record; teams should expect to pay for unlimited availability, and more again for the broader feedback and mobile capabilities.