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Client feedback for web agencies

Clients point at what they want changed on the actual page, and your team gets a marked-up screenshot with the URL and browser instead of an email thread.

The problem: feedback arrives in five places and none of them say which page

An agency is two weeks from launching a bakery's new site. The owner sends a voice note about the menu, the manager forwards a phone screenshot on WhatsApp, and the marketing contractor emails a PDF with red circles on last week's design. Someone on your team spends an afternoon turning it into tasks and still has to ask which page 'the photo at the top' meant.

What you want is for every comment to arrive already attached to the page, the screen size and the browser it was made on, in one list your team works through.

How to set Flawsnap up across several clients

  1. 1

    One organization for the agency

    Create a single organization. Plans are priced per organization with unlimited members, so adding a developer or a freelancer costs nothing extra.

  2. 2

    One project per client site

    Create a project for each client and add the client's staging domain to allowed domains, for example bakery.staging-agency.com. Add the live domain too if they will keep reporting after launch. A copied key won't work on any site you didn't list.

  3. 3

    Rename the button

    Set the button label in the project settings to something clients understand, such as 'Leave feedback', and pick a colour that doesn't clash with their brand. The portal's values override the snippet's data-label and data-color.

  4. 4

    Use categories as the client sees the work

    Clients don't know the difference between frontend and backend. Replace the defaults with categories they can answer: Copy, Images, Layout, Something broken. Your team can still label cards Design or Frontend on the board.

  5. 5

    Limit freelancers to their projects

    When you invite a freelancer as a member, restrict them to the client projects they work on. They then see nothing else: no other boards, docs or reports. Admins see every project. New projects are not added to a restricted member automatically.

Clients report without creating an account

A client doesn't need to sign up for anything. They click the button, draw a box or an arrow, type what they want, and send. Ask them to put their name in the description, or, if the site has its own login for the client, prefill it with Flawsnap.identify({ name, email }) so you know who asked for what.

If a client is closely involved, you can also invite them as a member restricted to their own project. They can then follow their cards on the board and comment, without seeing your other clients.

A board that matches a client project

The default lists (Backlog, Todo, Bugs, In Progress, QA, Done) work for most builds. Many agencies use them like this:

  • Backlog: every new comment lands here when auto-add to board is on.
  • Todo: agreed with the client and in scope.
  • Bugs: things that are broken rather than change requests. 'Track on board' on a report puts it here.
  • QA: fixed on staging, waiting for the client to look again.
  • Done: signed off.

Out-of-scope requests can stay in Backlog with a comment, which gives you a written record when the conversation about a change request comes up.

Share what changed with a public doc link

Each project has docs. Write the round's change list or release notes there, link the doc to the cards it covers, and send the client a public share link. They can read it without an account. Use @mentions inside the doc to pull in a colleague; mentions notify in the app.

What a useful client comment looks like

  • One change per report, so it can be one card and one sign-off.
  • A box around the exact element, and the change in the description: 'Swap this photo for the one in the shared folder named croissants-2'.
  • The page URL, browser and viewport are attached automatically, which settles most "it looks wrong on my laptop" questions.

Pitfalls

  • Leaving the widget on after launch by accident. Remove the live domain from the project, or hide the button in the project settings, when the feedback window closes.
  • Expecting alerts. Flawsnap has no email or Slack notification for new reports, so make checking the board part of someone's day during feedback rounds.
  • Sites without the widget. For a client site you can't edit, the Chrome extension (Chrome, Edge and Brave) lets your own team report on any page. Clients would still need the widget.

Questions

Does each client need a paid plan?
No. One organization can hold a project for every client, and both plans include unlimited members and projects. You pay one monthly price for the agency.
Can a client see feedback from my other clients?
Not if you keep clients out of the team, or invite them as members restricted to their own project. A restricted member gets nothing back for projects they are not on.
What happens to a client project when the work ends?
You can hide the button, remove the domains so no new reports are accepted, or delete the project. Deleting a project removes its reports, board, docs and files, so save anything the client wants to keep before you do.

Try it on your own site

7-day free trial, then $9 a month for Starter or $19 for Pro, per organization, with unlimited team members.

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