UserVoice Reviews & Product Details

As a Customer Success Manager, I find several customers often have the same feedback for product. This product makes it easy to streamline the feature request process and keep all product feedback in one location. I like that I can search and locate similar feature requests my colleagues submitted for their customers. The upvoting feature allows our product team to see how frequent this request has been submitted. I find the UI easy to navigate and the extension to be an even quicker way to submit a feature request. Lastly, it's always difficult when there are multiple points of contact gather one report for a customer's submitted feature request, but being able to generate reports in UserVoice is easy and efficient. UserVoice has streamlined communication with our customer-facing and product teams and increased transparency. Review collected by and hosted on G2.com.

If your team members are not enabled on the process, it can be a bit of a free-for-all on how people submit their feature requests. At the beginning of our adoption, there would be two to three posts for the same feature requests making the "upvote" feature no longer relevant. We had to recalibrate and ensure everyone was enabled correctly on how we wanted to use the product. Review collected by and hosted on G2.com.

I like that uservoice gives you a unified view on the feedback and feature requests for the whole product suite and that it's possible to look at user profile and what they tend to value in terms of product experience by looking at how they've given feedback across multiple products.

I like that it has an API I can use to export the data and analyze it with scripts. Review collected by and hosted on G2.com.

The design is very outdated and the customization of forums is quite limited.

The inability to properly format suggestions and comments is extremely annoying – e.g. when we are talking about developer-facing products and users can't decently submit code snippets... Markdown is a widely used and adopted format, there is plenty of frontend and backend libraries to edit and render it, it should really be supported. Review collected by and hosted on G2.com.

It is really important to get direct feedback from users and that the experience is as smooth as possible. UserVoice is very easy to implement (be it the API, the widget or the forum) so the time it takes to connect it to the existing feedback infrastructure was very quick.

I also love that there are multiple interfaces we can show the customer. The Web Portal can be customized and is an awesome way to engage "crowdsourcing" of ideas.

The widget helps automatically merging same type of feedbacks so there's no need for a lot of manual administration.

And if that's not enough, the API can be used to connect UserVoice to an already existing feedback UI. Review collected by and hosted on G2.com.

If you have an existing feedback mechanism with ideas, bugs, etc coming at the same place it needs some restructuring as UserVoice is not for bug triaging. But be honest, it doesn't need to be :) Review collected by and hosted on G2.com.

The user interface (what our customers see) is great. Improvements to the contributor interface are nice. The product was really easy to setup and configure. We're better able to manage all the data we receive. Review collected by and hosted on G2.com.

As an admin, I spend my day looking at the ideas page. When I click the icon I'm taken to a summary report that takes a really long time to load. I don't need to see this everyday all day - and it's really annoying. Further, I can't see which ideas have features linked in the list view. There are many days the Features page won't load.

Custom fields on features are great, however you can't update them through the API which is kind of frustrating as we use another tool for stakeholders . Review collected by and hosted on G2.com.

We've been able to create a single point of entry for all feedback requests across our departments. This has enabled us to get out of huge spreadsheets and provides us tools to keep clients in the loop as we make decisions for the product. Review collected by and hosted on G2.com.

Our use case of UserVoice isn't quite typical, most of our clients are in the enterprise space and have quite a few ideas for things they want to see in our product. We've gotten feedback that when clients and individuals get upwards of 100 ideas it becomes difficult to manage and understand. That said, as we're helping clients and individuals understand that this is more of a mechanism for providing feedback, and less a request list of features that we are going to build, there's less that they need to actually manage.

While UserVoice does integrate with Jira, I also don't love that there's no automated Jira-to-UserVoice status trigger updates, where we can update something in UserVoice automatically based on a status in Jira. This has required some manual intervention to ensure our UserVoice items that we do choose to move into develop transition into the appropriate statuses as we move items to In Progress and Done. Review collected by and hosted on G2.com.

Our company recently transitioned over to UserVoice as our main enhancement request platform. Onboarding went great and we have now more than 1000 users who are using UserVoice regularly. The experience has been great so far but the software is lacking some key functionality we need to use it to its fullest potential. Review collected by and hosted on G2.com.

We need a way to do the following with our users at ACS Technologies:

be able to create a post and it notify all users for research

notify users when a public post is created

be able to query inside of UserVoice for a Jira ticket number

have insight into which items have been commented on or replied to vs. those that have not

be able to understand the number of users and title of Jira tickets when exporting the backlog

show a ministry partners name when sharing an idea

allow clients to receive a notification when they subscribe to new ideas

the ability to distinguish administrator rights per forum

allow us the ability to get rid of old tickets that don't meet our criteria over a period of time Review collected by and hosted on G2.com.

I really like that I'm able to find ideas and scenarios from my customers in one place, being able to tag and categories ideas makes searching fast and easy. One of my favourite features is being able to have open discussions with clients using Uservoice as a forum. It makes identifying target users much easier, so that we can make sure that we solve the right issues for people who have identified friction points in our product. Review collected by and hosted on G2.com.

There used to be a great feature called studies, but I hear that it is being discontinued. It was starting to shape up to be a real game changer for running product discoveries. We found that out of all the sources we were using to engage with customers during the product discovery process Uservoice studies had the highest conversion rate. I hope you reconsider bringing it back, it has so much potential.

I also don't like that adding a profile picture is so complicated. Review collected by and hosted on G2.com.

Our developers built a Slack integration that allows our Customer Support team to easily submit customer ideas from Slack and those end up in UserVoice. Review collected by and hosted on G2.com.

Exporting data is a pain; it's unclear what fields you'll get in an export, unclear how many files you'll get in the export and what the difference is between the files. I wish there was a report builder so I could select the data I want. Review collected by and hosted on G2.com.

The ability to group, aggregate feedback - Lets us quickly see over time what is rising to the top and what may or may not be important. It also becomes a one stop shop to see what similar folks have requested and differences in how their need may help solve their particular problems.

Quickly inform customers of updates/changes to feature requests, the ability to update the internal or external status of any feedback is great, with the ability to specify and email those that have voted for an item.

Integrations are great with slack and salesforce to better measure potential business opportunities with feature requests. It is very customizable with their APIs. Being able to use slack allowed our customer support and sales enter requests from customers so we could make sure we were capturing not only requests existing customers had but also prospect customers. Review collected by and hosted on G2.com.

Lack of reporting. It is hard to always be able to identify trends to categories over time. A lot of work has to be done manually by exporting the data into excel and then manipulating and creating pivot tables. There has been some improvements being made here.

Search doesn't really check the individual feedbacks. If you merge items it is hard to find specific feedback since there is no good way in the UI to search for it. This has been solved for us by having the slack integration and a single channel receive all the feedback, i can then search through all individual feedback with key words. Review collected by and hosted on G2.com.

The responsiveness of the support team is amazing. They have the answers you need to help unblock you. Integrating the user capture form into our application was straightforward and very quick. Our customers find it very easy to enter feedback. Since adopting UserVoice, we have increased our user feedback and been able to develop more of the right features for our customers. Review collected by and hosted on G2.com.

The developer tools and nuances around using the system could be better documented. The ability to have an internal forum, separate to a customer facing one, would be really useful to allow us to capture internal feedback and ensure its separate from the customer feedback. Review collected by and hosted on G2.com.

Most of all I am impressed by the convenience and thoughtfulness of the interface. The guys from UserVoice have foreseen all my desires about how everything should work. And it is really, very convenient. Also, I really like the default set of analysis tools. The flexibility to customize these tools to suit your needs is also very impressive. Very rich functionality for all cases. I would like to say a few words of gratitude about the support, whose work is impeccable and lightning-fast. Review collected by and hosted on G2.com.

There may be some problems with the speed of the interface. Also, sometimes false alarms of the anti-spam system occur. Review collected by and hosted on G2.com.

- Tool is specifically focused on feature requests and feedback

- Can do both internal and public status updates

- Integrations with other tools/services Review collected by and hosted on G2.com.

- Can't customize as many things as we'd like i.e. submission form, reports, and what UI shows vs. hides

- Many of our users get confused between the portal vs. admin console vs. contributor sidebar which leads to inconsistency in data intake

- Integration with SFDC could be built out more deeply/customizable to be more useful for contextual information Review collected by and hosted on G2.com.

The voting system & search feature is nice. Good way to reduce duplicate tickets (and potentially wasted effort in logging). Review collected by and hosted on G2.com.

Might be company specific, but uservoice can feel like a bit of a blackhole at times. I would like to see some sort of confirmation that my feature request has been acknowledged/reviewed.

I also find the two UIs - general and admin - a bit confusing. Just feels like I'm missing something core but can never put my finger on what it is. Review collected by and hosted on G2.com.

I like the user engagement statistics and the side bar feature so that you can link a client idea easily via the platform they used. It makes things easier for capturing the correct names and emails. Being able to link to another webpage or to our slack system is also a really great idea - this helps us manage uservoice even when we do not have it opened up. Review collected by and hosted on G2.com.

There is nothing that I dislike about uservoice. Everything on the website is great and it is easy to navigate. Review collected by and hosted on G2.com.

Easy to use

fastest way to connect directly with the end user.

end user can provide feedback on the fly. it can be embedded with your application in no time

hassle free SSO for seamless use of the product.

Useful Dashboards to keep an eye on the overall perspective of the customer on your product Review collected by and hosted on G2.com.

no SLA enabling mechanism, on breach of SLA it should trigger notifications for escalations.

mapping of "idea status" to team responsible for action is not available. Review collected by and hosted on G2.com.

We use UserVoice to collect and share customer feedback (new feature requests). I love the contributor sidebar, which makes it extremely easy to file new feedback on the go. We also surface UV insights in a Slack channel, which allows the entire company to see what customers are saying at any given time. Sometimes these Slack notifications turn into threads of highly productive conversation that lead to even better ideas.

Also, the support team is awesome! The few times I've had to reach out, the team has been extremely responsive and quick in resolving my issues. Review collected by and hosted on G2.com.

I personally don't use the native reporting section of the UV web app very much. If it were more robust/configurable, I might find myself there more often. What exactly would I like to see there though? Not 100% sure. Review collected by and hosted on G2.com.

Simple web UI, sometimes deceptively simple, there's some initial overhead in ensuring that people use it properly and don't create duplicates. To that point, it has a great feature of searching existing Requests whilst you type in your new one.

This makes a big difference and it's great to get rid of that Spreadsheet that no one cares about or the bottomless pit JIRA project which worked as a stop gap! Review collected by and hosted on G2.com.

The Admin interface is not as intuitive as the Web portal but this is a minor point. Overall I'd recommend it! Review collected by and hosted on G2.com.

Third party integrations with non-product tools such as Zendesk. Allows gateway of information from customer incidents to flow into Product more directly. Review collected by and hosted on G2.com.

Not necessarily intuitive given the number of integrated tools that go into using UserVoice. For instance, as a Cusomer Success focused Product Operations Manager, I am intimately familiar with Zendesk (and Clubhouse -- given that's what engineering uses). We currently lack any elegant Clubhouse flows, so really, only Zendesk is my real gateway into UserVoice. We also leverage Salesfoce a significant amount to detail our accounts in UserVoice -- but that is not something I use as that's more sales focused. As a result, I sometimes trip over trying to associate dollar amount values to issues I link from Zendesk -- and it is difficult for some of these priorities to easily bubble up when there are mismatces.

For instance, I had one customer that would have been one of our top 20 customers in terms of revenue with a pretty significant blocking issue. However, the company recently rebranded and had a different email domain. Because their Salesforce account was not updated to associate this new domain, adding feedback for the user did not really reflect the dollar amount, since the company name associated a different email domain.

If it was possible to have a bi-directional integration where I could do something like update emails or other miscellaneous information with Salesforce accounts from within UserVoice, that would be a huge boon for my needs as a Product Operations Manager. Review collected by and hosted on G2.com.

It is helpful at collecting ideas and topics, Review collected by and hosted on G2.com.

Metadata and tags must be added after the fact, versus the user submitting the idea suggesting these. The search capability is not elastic, rather rigid, resulting in a significant number of redundant ideas being entered but not tied together for purposes of evaluation. Reporting is non-existent, only searching and it's cryptic at best. Review collected by and hosted on G2.com.

I'm new to my org and they introduced me to UserVoice recently. My previous experience with similar products like Aha! and Pendo give me a good sense of this type of products. I have to say that the UV UI is superior. I feel is more intuitive (both for the customers that leave feedback and the admin panel). The metrics are insightful too. But the UI definitely makes it a better option. Review collected by and hosted on G2.com.

I like the UI a lot, but just like other software suites, showing only icons is confusing. I know it's a trend around SaaS products to make leaner UI experiences, but not all icons are intuitive for all people. I know it's hard to get to a middle point where everyone would be happy, but there's always room for improvement. Review collected by and hosted on G2.com.

It has a great analytical section for us to really see what type of clients are requesting enhancements Review collected by and hosted on G2.com.

We need a way of posting to everyone and it notify users. We use this for research and without being able to pose a new question, we are very limited in our research.

Users need to be notified when Public Comments are made on an idea they created, commented on, or voted on.

I need to be able to search by Jira ticket number. Having an integration is great but not being able to search by the Jira Ticket number from the admin view makes it hard to find a certain ticket.

As an admin, I need to know what ideas I’ve responded to without having to go through every single ticket. There may be a new comment with an idea that could be helpful to my research or there may be an idea someone has posted that needs my attention but without going through them one by one, I don’t know this.

The integration with Jira needs to break out the number of users and the title. This would help when we have to export our backlog in Jira to see how many people voted on an idea in UV. Right now, we have to manually type this for hundreds of tickets.

When an employee shares an idea from a client, I need it to show the client’s name. I don’t want clients seeing employees' names posting complaints. It is very unprofessional.

Users would like to subscribe and get notifications when someone posts a new idea to a particular category and have no way of doing this. This helps internal team members and external clients who only work in certain areas and want to know when someone posts an idea for the category that fits their job.

I need to have an admin per Forum. In order to be an admin of a particular forum, you have to be an admin for everything now. That does not work organizationally.

Even though the support group is great, it’s only emailing support. Being able to pick up the phone when there’s a problem would be so helpful.

It’s way too easy to click in out of the screen you’re in when you’re replying to an idea from the admin panel and lose all your progress.

We need the ability to archive or deactivate old tickets that haven’t had x number of votes in a certain time. I do not want to delete them but I also do not want to move them to a different Public Status that the users still can see but no longer vote on. I want the history and the ability to activate it again if I choose to. Review collected by and hosted on G2.com.

The tool is very simple to use and it allows us to easily organise and categorise client ideas. We can also quickly communicate our feedback on requests from customers and keep them up to date with how their request is progressing. It's very useful being able to have separate internal and external notes, so we can share thoughts on a request internally without having the update or conversation being made public.

The trending ideas list and also the email update is also very useful as it means we can focus on those requests without having to search or filter a long list for them.

The Roadmap tool is also very useful as it ensures we don't lose sight of the requests we have put through the pipeline. Review collected by and hosted on G2.com.

I really don't have much I don't like about this product! Sometimes if you have filters on and then update the status of an idea it can confuse the ordering of the list and the filters/ordering aren't the easiest to navigate however it is a minor thing which we easily workaround. I do recall we found the initial setup a bit confusing, but I think that was just a learning curve rather than an issue with the product itself.

It would also be really useful if we could have a good way to share the Roadmap with other people as a live link i.e. with AHA! you can product a live link so whenever the roadmap is updated, the link also gets updated. Review collected by and hosted on G2.com.

I love being able to pull in analytics and see the whole picture of who is asking for help. Also, the integrations are so helpful. We link everything to Jira and to be able to see everything is helpful. Their email support team and CSMs are very nice and helpful. When we were in a bind and had to implement this fast, they did an amazing job of making sure that happened. I will always be grateful to Jake, our CSM, for his help with that and for Adam, our sales manager, for that. Review collected by and hosted on G2.com.

1. There's no way to see what you've done as an admin and what needs to be done without going to each individual post. This matters when you care about following up on items posted and want to ask more questions. You don't know if you've done that to anything without clicking on each item separately.

2. Public Comments don't email people that voted or posted on an idea.

3. There's no way to post a question for your users on a new post and have it notify people.

4. You can't move comments to another idea or to a separate, new idea. If a customer wants to submit an idea through an employee, the employee's name shows as who posted it unless you create an export to import in.

5. There's also no phone support to call if something bad happens and you need immediate help.

6. It isn't always clear what to do with new enhancements and how they can help you.

7. When responding to an idea on the admin panel, it's very easy to click on something else, which will close that screen and lose everything you've typed.

8. If you want a different forum, you can't have a separate admin for it. They have to be admin of everything.

9. You can't archive old ideas that you want to keep but no longer keep active. Either you can delete them or create a different public status, which still leaves the users seeing them but doesn't let them vote on them. I need some of them to be inactive if they haven't received too many votes after a certain amount of time.

10. Users can't subscribe to categories they're interested in seeing other posts about. Review collected by and hosted on G2.com.

Visibility into a product's feature requests. It's been great to consolidate the different sources into one place. Also, being able to update internal folks and external customers on the state of a request has been great. Review collected by and hosted on G2.com.

It's quite difficult to maintain and there's a lot of process involved to make it work. Other than that, for my use cases as a product manager, I have to schedule time to investigate, see which requests are mine, and see any new requests. Review collected by and hosted on G2.com.