[User Feedback] Spam detection for feedbacks being set as a default results in users not knowing this filtering is happening and missing important feedbacks in some cases

[jas-kas]

Problem Statement

Currently, spam detection is turned on by default for User Feedback. Any messages detected as spam will not trigger alerting and will also appear under a "Spam" tab on the User Feedback page. As a result, some users have said this has lead to critical feedback being missed, wasted time un-marking feedbacks as spam, and it was also not obvious that Sentry was silently marking feedbacks as spam (since there is no alerting and they are excluded from the main view).

From users:

I'm sure there's good reasoning around the decision to silently enable spam filtering on the user feedback feature by default, but just to give back a tiny data point; it just cost me a bunch of time.

Turns out that Sentry has been marking bugs as spam without letting me know. This fully broke our workflow integration, and I had to go through and manually ticket 50+ issues that Sentry had incorrectly marked as spam.
This feature caused us to slip releasing a product more than a day because we did not realize that our product had a bunch of bugs.
We've turned off spam detection manually. But I wanted to give feedback that this feature silently eating user feedback (and not triggering slack and linear integrations) caused a ton of harm.

Solution Brainstorm

• Have spam detection be an opt-in feature, and highlight it as a capability on the Feedback UI

• Emphasize that N feedbacks have been marked as spam automatically as messaging on the Feedback UI and link out to disabling spam detection

Product Area

User Feedback