Userback
Userback is a SaaS user feedback platform founded in 2016 in Brisbane that unifies in-app feedback collection, session replay, surveys, and feature voting into a single inbox, serving 20,000+ product teams from startups to enterprises via a freemium-to-enterprise PLG model.
- Company typePrivate
- Founded2016
- HeadquartersBrisbane, Australia
- Headcount11–50
- GTM typeB2B
- OfferingSoftware
What Userback does
Userback is a SaaS user feedback platform founded in 2016 in Brisbane, Australia, that unifies the feedback lifecycle for websites and web applications. The product combines an in-app feedback widget (with annotated screenshots, video recording, console log capture, and user identification), session replay, user surveys (NPS, CSAT), a feature/ideas portal with public roadmap, a centralized Kanban-style inbox, and feedback automation — all feeding a single inbox and connecting via two-way integrations to Jira, Linear, GitHub, Azure DevOps, ClickUp, Slack, Microsoft Teams, Notion, Zendesk, Intercom, and a Zapier/REST API/webhook developer surface, with newer Model Context Protocol (MCP) connectivity exposing feedback context to Claude, ChatGPT, and Cursor.
Underlying technology is a multi-tenant SaaS stack with a JavaScript widget SDK, REST API, webhook event system, and AI features including automatic feedback classification, sentiment analysis, AI-generated titles, AI video summarization with transcripts, and duplicate grouping. The platform is SOC 2 Type II and GDPR compliant, supports SSO and role-based access for enterprise deployments, and is sold on a freemium-to-enterprise tier structure (Free Forever, paid Starter/Pro/Business tiers, Enterprise, plus a Userback for Startups program) with monthly and annual billing and transparent public pricing.
Go-to-market is primarily product-led growth via self-serve signup and a Free Forever plan, supplemented by an enterprise demo/sales motion, a WordPress plugin marketplace listing, and an API-first developer channel; the company serves 20,000+ product teams across startups, SMBs, design agencies, mid-market SaaS, and named enterprises such as Rio Tinto, Refinitiv, ON Running, and Realtor.com.
Userback firmographics
Firmographics- Name
- Userback
- Legal name
- Userback
- Website
- https://userback.io
- Company type
- Private
- Founded year
- 2016
- Operating status
- Operating
- Headcount range
- 11–50 employees
- Short description
- Userback is a SaaS user feedback platform founded in 2016 in Brisbane that unifies in-app feedback collection, session replay, surveys, and feature voting into a single inbox, serving 20,000+ product teams from startups to enterprises via a freemium-to-enterprise PLG model.
- Ownership category
- akta.pro rank
Userback industry classification
Industry- Product category
- User Feedback Software
- NAICS
- Marketing Research and Public Opinion Polling (541910), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (518)
- SIC
- Services-Prepackaged Software (7372)
- akta.pro primary industry
- Software/SaaS Subscriptions (Consumer & Prosumer) (CRAFAIAB)
Keywords
Where Userback is headquartered
LocationHeadquarters
- HQ city
- Brisbane
- HQ country
- Australia
- HQ region
- Oceania
Markets served
Userback business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Marketing or Sales, Infrastructure, Operations
Revenue model
- SaaS Subscription: Tiered subscription plans with monthly and annual billing options. Includes Free Forever plan with no credit card required and full-featured trial of paid plans.
- Freemium Model: Free Forever plan offering core feedback collection features with no trial expiry. Premium features (session replay, advanced integrations) available on paid tiers.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Freemium | Monthly | Free Forever plan with no credit card required and no trial expiry. |
| Subscription | Annual | Starter/Basic paid tiers with enhanced features beyond free plan. |
| Subscription | Annual | Pro/Business tiers for growing product teams. |
| Subscription | Annual | Enterprise tier with SOC 2 compliance, SSO, custom workspaces. |
| Subscription | Annual | Startup program pricing for early-stage companies. |
Go-to-market motion2 records
Distribution channels4 records
Marketing channels9 records
Userback product offering
Product offeringCore offering
Userback is a SaaS user feedback platform that helps product teams collect, understand, and act on user feedback through in-app feedback widgets, session replay, screen annotation, surveys, and feature request portals. It unifies bug reporting, voting portals, surveys, and behavioral analytics into one inbox with 30+ two-way integrations to project management tools like Jira, Linear, Slack, and Azure DevOps. AI-powered features automatically classify feedback, generate titles, perform sentiment analysis, and integrate with AI coding assistants via the Model Context Protocol (MCP).
Product overview
Userback is a unified SaaS user feedback platform that consolidates the entire feedback lifecycle into one integrated system. The core platform consists of multiple interconnected modules: the Feedback Widget and Browser Extension for in-context feedback collection; Session Replay, Screen Annotation, and Video Feedback for visual context capture; User Surveys (including NPS and CSAT) for structured feedback; and User Identification for automatic user data capture. On the management side, Feedback Management provides a centralized Kanban-like inbox, Feedback Automation handles routing and notifications, and the Feature Portal/Public Roadmap enables community engagement around product development. All feedback feeds into the same unified inbox with 2-way integrations to external tools like Jira, Linear, ClickUp, Slack, and Microsoft Teams, enabling teams to collect, understand, and act on user feedback from a single platform. AI capabilities include automatic feedback classification, sentiment analysis, and AI-generated summaries for video transcripts.
Differentiator
Problem solved
Functional benefit
Products and services
- Userback Feedback Widget Customizable in-app feedback widget enabling users to submit bugs, ideas, and general feedback with annotated screenshots, video recordings, and console logs. Targets product managers, developers, and QA teams in SaaS and software companies.
- Session Replay Records and replays user sessions to show exactly what users did before reporting a bug, providing development teams with visual context for issue reproduction.
- User Surveys Targeted in-app surveys and NPS prompts for measuring user sentiment and the impact of product changes. Used by product teams to collect structured user feedback.
- Feature Portal Public and private feedback portals allowing users to submit ideas, vote on feature requests, and track branded public roadmaps. For product teams seeking community engagement around product development.
- Browser Extension Browser extension that enables users to collect visual feedback, bug reports, and annotations directly from any webpage. Used by product teams and design agencies for QA and client feedback workflows.
- Video Feedback Video screen recording capability for capturing detailed feedback with automatic transcription, AI-generated summaries, and subtitles. For users reporting complex UI issues or workflows.
- Feedback Management Centralized inbox with a Kanban-like workflow for categorizing, prioritizing, tagging, and managing all collected feedback from multiple channels. For product, development, and support teams.
- Public Roadmap Public-facing roadmap tool communicating product development status to users across stages such as New, Planned, Building, and Shipped. Used by product teams to engage users around feature delivery.
- Reply Templates Pre-saved response templates for consistent and faster customer feedback replies, with customizable system templates and ability to create custom responses. For support and product teams responding to user feedback.
- Next-Gen AI Assisted Widget AI-powered consolidated feedback widget combining bugs, ideas, and general comments with simplified screen annotation, dynamic placeholder personalization, automatic user data capture, sentiment analysis, and feedback type classification. For product teams seeking AI-assisted feedback intake.
Quantifiable outcome
- 35% higher product launch success rate
- +8 more outcomes
Companies that use Userback
Customer profileNamed customers13 records
Segments5 records
Ideal customer profiles4 records
Userback technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- Yes
- API docs
- API detail
Core technology
AI maturity
App detail
Integration22 records
AI capability7 records
Feature9 records
Userback partnerships and signals
Strategic signalPartnerships
17 partnerships are on record, tiered core.
- JiracoreNative 2-way integration with Jira enabling feedback to be sent to Jira with full screenshots, session replays, and user data. Status updates sync back to Userback automatically.
- GitHubcoreIntegration with GitHub for linking feedback to development workflows and repositories.
- GitLabcoreIntegration with GitLab for connecting user feedback to development pipelines.
- Azure DevOpscoreIntegration with Microsoft Azure DevOps for enterprise development teams to manage feedback within existing workflows.
- Linearcore2-way sync integration with Linear for project and issue tracking with full feedback context.
- SlackcoreInstant Slack alerts for new feedback with ability to reply, assign, or resolve directly in the channel.
- NotioncoreSend captured feedback to Notion as tasks with all attachments and metadata for seamless integration into existing workflows.
- Microsoft TeamscoreInstant notifications in Microsoft Teams for feedback updates with screenshots, videos, and metadata.
- ZendeskcoreAutomatically or manually send user feedback into Zendesk tickets with screenshots, videos, and metadata to empower support teams.
- IntercomcoreSync support conversations from Intercom with feedback from Userback in one unified inbox.
- ClickUpcorePipe feedback into ClickUp tasks with full context and 2-way sync for triage and assignment.
- AsanacoreIntegration with Asana for task management and project tracking with user feedback context.
- Monday.comcoreIntegration with Monday.com for workflow management and feedback tracking.
- ZapiercoreZapier integration enabling connection to 6,000+ apps and automated workflows without coding.
- Webhooks and REST APIcoreCustom webhooks for real-time feedback events and REST API for building custom integrations.
- WordPresscoreWordPress plugin for easy integration with WordPress websites and blogs.
- MCP (Model Context Protocol)coreMCP integration connecting Userback to Claude, ChatGPT, Cursor, and other MCP-compatible AI tools with full feedback context including screenshots and replays.
Scale indicators11 records
Recent moves5 records
Expansion highlights5 records
Userback competitors and assessment
Company assessmentEmerging players
- Sentry: Sentry is the dominant error-tracking and performance-monitoring tool for developers, increasingly adding session replay and user feedback. Adjacent competitor for the bug-reporting and developer-workflow integrations Userback emphasizes.
- Maze: Maze focuses on user research and prototype testing with recruitment, surveys, and analytics. Partial overlap with Userback's survey and feedback analytics capabilities, particularly for design and UX research workflows.
Direct peers
- LogRocket: LogRocket combines session replay with product analytics and frontend error tracking, targeting developer and product teams. Overlaps with Userback's session replay and bug-context capture for engineering buyers.
- UserVoice: UserVoice provides customer feedback portals, voting, and product roadmaps — historical overlap with Userback's Feature Portal and idea-management capabilities, particularly for mid-market product teams.
- FullStory: FullStory provides digital experience analytics with session replay, feedback widgets, and product analytics — closely aligned with Userback's visual feedback and replay capabilities, with a stronger enterprise tilt.
- Canny: Canny specializes in feature request voting boards, public roadmaps, and changelogs — directly competing with Userback's Feature Portal and Public Roadmap modules for product-led companies.
- Instabug: Instabug offers in-app bug reporting, crash reporting, surveys, and feature requests for mobile and web apps. Closely comparable to Userback for product teams needing annotated bug capture and survey workflows.
- Hotjar: Hotjar offers visual feedback, session recording, and on-site surveys for product teams — directly overlapping with Userback's Feedback Widget, Session Replay, and Survey modules. Same horizontal SMB and mid-market buyer profile with freemium-led adoption.
Broad incumbents
- Productboard: Productboard is a product management platform that ingests customer feedback and feature requests into prioritized roadmaps. Overlaps with Userback's feedback-to-roadmap workflow but at a different layer of the product stack.
- Pendo: Pendo is a broader product-experience platform combining in-app guides, NPS, session replay, and product analytics. Overlaps with Userback on feedback and sentiment capture but as part of a much wider product portfolio targeting enterprise.
Market position
Strengths4 records
Weaknesses4 records
Competitive moat3 records
Key risks5 records
Key highlights6 records
Customer concentration
Userback social profiles
Digital presenceUserback compliance and trust
Trust signalCompliance3 records
Userback financial estimates
Financial estimateRevenue estimate
Valuation estimate
Userback leadership team
Management profileNumber of profiles
Profiles4 records
Userback funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Userback M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Userback
What does Userback do?
Userback is a SaaS user feedback platform that helps product teams collect, understand, and act on user feedback through in-app feedback widgets, session replay, screen annotation, surveys, and feature request portals. It unifies bug reporting, voting portals, surveys, and behavioral analytics into one inbox with 30+ two-way integrations to project management tools like Jira, Linear, Slack, and Azure DevOps. AI-powered features automatically classify feedback, generate titles, perform sentiment analysis, and integrate with AI coding assistants via the Model Context Protocol (MCP).
Is Userback a public or private company?
Userback is a private company. It is classified as founder individual operated bootstrapped and is currently operating.
When was Userback founded?
Userback was founded in 2016. It employs 11 to 50 people.
Where is Userback based?
Userback is headquartered in Brisbane, Australia, in the Oceania region.
How does Userback make money?
Two revenue lines are on record. SaaS Subscription is the primary driver. The others are freemium Model.
Who are Userback's main competitors?
Emerging players on record are Sentry and Maze. Direct peers are LogRocket, UserVoice, FullStory, Canny, Instabug and Hotjar. Broad incumbents are Productboard and Pendo.
Does Userback have an API?
Yes. Userback provides a REST API for integrating feedback into external systems, enabling automation and custom workflows. They also offer Webhooks for real-time feedback updates and MCP (Model Context Protocol) integration for connecting with AI tools like Claude, ChatGPT, and Cursor. The platform offers a JavaScript SDK for widget customization. Developer documentation is at docs.userback.io/reference.
What industry is Userback in?
Userback's product category is User Feedback Software. Its primary akta.pro industry code is CRAFAIAB, Software/SaaS Subscriptions (Consumer & Prosumer). Its NAICS code is 541910 and its SIC code is 7372.