End Users

End Users vs. Team Members

ProductBridge has two distinct user types:

This page is about end users — the people on the other side of your portal. For team members and roles, see Members & Roles in Configurations & Settings.

How End Users Get Created

End users land in ProductBridge through three channels:

1. Public portal sign-up — they create an account directly when submitting feedback or voting
2. Identity verification from your app — you sign a JWT in your app and pass it to the ProductBridge widget, which creates or matches the user automatically
3. Integration sync — when feedback arrives from Intercom, Slack, Zendesk, etc., the original sender is mapped to an end user via integration identity (slack:U12345, intercom:abc, etc.)

All three paths converge on the same user record, so a customer who emails you on Intercom, votes on your public portal, and signs in via your app shows up as one end user — not three.

Identified vs. Anonymous Visitors

When someone interacts with your portal or widget, they fall into one of two buckets:

Identified users let you do everything segments, history, and Ask AI promise. Anonymous users get the work done but you lose the link between sessions.

End User Profile

Every end user has:

Click any end user in the admin to see their full profile and engagement history.

Identifying Users in the Widget

If you're using the ProductBridge widget, you can tell ProductBridge who the current signed-in user is so their feedback is attributed correctly.

You have two options:

See Identity Verification for the full setup.

External User Resolution

When feedback arrives from a third-party integration, ProductBridge matches the sender against existing end users:

1. By external ID — if a Slack user U12345 posted feedback before, the new post is linked to the same end user.
2. By email — if the integration provides an email and that email matches an existing end user, they're linked.
3. By creation — if no match, a new end user is created with the integration's identity attached.

This is what lets you see "Sarah from Acme submitted 3 posts via Intercom, voted on 5 posts on the portal, and commented on the Slack #feedback channel" — all as one unified profile.

Hiding User Identity

If your organization has Hide User Identity enabled, end users are still tracked internally with full profile data — but their names are replaced with "Anonymous" on the public portal.

This is public-facing only. Your admin dashboard still shows who submitted what, so you can follow up privately.

Grouping End Users with Segments

Once you have end users, the natural next step is grouping them:

• Beta customers — users with a beta = true flag
• Enterprise — users where company MRR > $5k
• Power users — users with more than 10 votes or posts

These groups are called User Segments. Segments power audience gating (which boards can a user see?), filtering in your inbox, and Ask AI scoping.

Privacy & Data

• End user data is scoped to your organization — no other workspace can see it.
• Email is always required for an end user to exist. Even integration-sourced users need an email tied to their external ID.
• End users can request data deletion via your support process — once removed, their posts become anonymous in the admin but the post content itself is retained.