Multiple customer SSO configurations per Workspace
Allow a Featurebase Workspace to configure and manage multiple customer-facing SSO setups instead of relying on one global SSO login URL and JWT configuration. This would support companies that have multiple products, brands, portals, or customer identity systems within one Workspace. Each SSO setup should be able to have: Its own login URL and JWT verification configuration Routing rules that associate it with specific brands, custom domains, Messengers, Help Centers, or public portals Support for returning the customer to the correct surface after authentication Featurebase should resolve the appropriate SSO setup from the active brand or domain while keeping the customer data and product configuration centrally managed in one Workspace. This request concerns customer-facing SSO and is separate from Enterprise SSO used by teammates to access the Featurebase dashboard.
Markus Palm 30 days ago
General
Multiple customer SSO configurations per Workspace
Allow a Featurebase Workspace to configure and manage multiple customer-facing SSO setups instead of relying on one global SSO login URL and JWT configuration. This would support companies that have multiple products, brands, portals, or customer identity systems within one Workspace. Each SSO setup should be able to have: Its own login URL and JWT verification configuration Routing rules that associate it with specific brands, custom domains, Messengers, Help Centers, or public portals Support for returning the customer to the correct surface after authentication Featurebase should resolve the appropriate SSO setup from the active brand or domain while keeping the customer data and product configuration centrally managed in one Workspace. This request concerns customer-facing SSO and is separate from Enterprise SSO used by teammates to access the Featurebase dashboard.
Markus Palm 30 days ago
General
In Progress
Unified knowledge management for Help Center and Fibi AI Agent
Knowledge is currently split between Help Center articles and Fibi AI Agent Training Data. They live in separate dashboards, use different content models, and cannot be searched, maintained, or automated as one source of truth. Create one Knowledge dashboard for all reusable support content, similar in concept to Intercom's Knowledge workspace. Common content types: public Help Center article, internal article, snippet, uploaded document, and external source. Choose where each item is used: Help Center, Fibi, and Copilot. An internal or Fibi-only article must never be publicly visible in the Help Center, but should be available to Fibi when answering. Unified management: search, filters, folders, bulk actions, and configurable columns for type, collection, audience, publication status, language, author, last updated date, and where the content is used. Consistent editing and lifecycle: one formatting model, drafts and publishing where relevant, source freshness, and clear ownership. Complete API and MCP coverage: list, search, create, update, delete, publish, and manage metadata for every supported content type. The goal is to stop treating public documentation and AI knowledge as separate systems. Teams should be able to create knowledge once, control who or what can use it, and maintain everything from one place.
Markus Palm 21 days ago
Help Center
In Progress
Unified knowledge management for Help Center and Fibi AI Agent
Knowledge is currently split between Help Center articles and Fibi AI Agent Training Data. They live in separate dashboards, use different content models, and cannot be searched, maintained, or automated as one source of truth. Create one Knowledge dashboard for all reusable support content, similar in concept to Intercom's Knowledge workspace. Common content types: public Help Center article, internal article, snippet, uploaded document, and external source. Choose where each item is used: Help Center, Fibi, and Copilot. An internal or Fibi-only article must never be publicly visible in the Help Center, but should be available to Fibi when answering. Unified management: search, filters, folders, bulk actions, and configurable columns for type, collection, audience, publication status, language, author, last updated date, and where the content is used. Consistent editing and lifecycle: one formatting model, drafts and publishing where relevant, source freshness, and clear ownership. Complete API and MCP coverage: list, search, create, update, delete, publish, and manage metadata for every supported content type. The goal is to stop treating public documentation and AI knowledge as separate systems. Teams should be able to create knowledge once, control who or what can use it, and maintain everything from one place.
Markus Palm 21 days ago
Help Center
Add 'currently viewing' to feedback posts
I am requesting a feature to display who is currently viewing a feedback post within the feedback module. This functionality is currently available in the Support inbox but not for feedback posts. Our team experiences duplicate effort, with approximately 5 out of 400 weekly feedback posts last week receiving similar replies from multiple agents. This leads to wasted agent time and a suboptimal user experience. Implementing a 'currently viewing' indicator would allow agents to avoid posts being actively worked on.
Ashley Yau 2 days ago
Feedback & Roadmaps
Add 'currently viewing' to feedback posts
I am requesting a feature to display who is currently viewing a feedback post within the feedback module. This functionality is currently available in the Support inbox but not for feedback posts. Our team experiences duplicate effort, with approximately 5 out of 400 weekly feedback posts last week receiving similar replies from multiple agents. This leads to wasted agent time and a suboptimal user experience. Implementing a 'currently viewing' indicator would allow agents to avoid posts being actively worked on.
Ashley Yau 2 days ago
Feedback & Roadmaps
Auto suggest known fix for recurring issues before creating a new ticket
When a repetitive problem comes in that we have already seen and solved before, we would like the system to automatically suggest the known fix to the person reporting it, instead of a brand new ticket being created that our team has to triage from scratch again. Ideally this could even resolve or close the ticket automatically once the known fix is suggested, saving our team time on repeat issues. Raised during a demo call. We are a franchise network handling IT support and feedback for around 500 to 600 internal franchise users, and want automation that reduces repeat manual triage.
Nadia Ajana 5 days ago
Feedback & Roadmaps
Auto suggest known fix for recurring issues before creating a new ticket
When a repetitive problem comes in that we have already seen and solved before, we would like the system to automatically suggest the known fix to the person reporting it, instead of a brand new ticket being created that our team has to triage from scratch again. Ideally this could even resolve or close the ticket automatically once the known fix is suggested, saving our team time on repeat issues. Raised during a demo call. We are a franchise network handling IT support and feedback for around 500 to 600 internal franchise users, and want automation that reduces repeat manual triage.
Nadia Ajana 5 days ago
Feedback & Roadmaps
Messenger widget state persistence and view change events across page reloads
Allow multi-page applications to persist Messenger widget navigation state (such as active articles or conversation views) across full page reloads, or expose SDK events and getters (e.g. active article ID or view change events) so host applications can restore deep widget state programmatically.
Chris 14 days ago
Helpdesk
Messenger widget state persistence and view change events across page reloads
Allow multi-page applications to persist Messenger widget navigation state (such as active articles or conversation views) across full page reloads, or expose SDK events and getters (e.g. active article ID or view change events) so host applications can restore deep widget state programmatically.
Chris 14 days ago
Helpdesk
Option to add JSON Schema to help center articles for better AIO/AEO
We’re trying to get our Help Center articles to appear in Google search and other external/third-party AI search results. They rely on JSON schemas that are usually inserted into the HTML of the page. Here’s some details: https://201creative.com/structured-data-ai-search/
Micah 7 days ago
Help Center
Option to add JSON Schema to help center articles for better AIO/AEO
We’re trying to get our Help Center articles to appear in Google search and other external/third-party AI search results. They rely on JSON schemas that are usually inserted into the HTML of the page. Here’s some details: https://201creative.com/structured-data-ai-search/
Micah 7 days ago
Help Center
Heap integration
Support a native integration between Heap and Featurebase. Connect Heap's product analytics so usage and behavioral data can guide which feature requests get prioritized, and analyze Featurebase activity alongside Heap events.
Markus Palm about 2 months ago
General
Heap integration
Support a native integration between Heap and Featurebase. Connect Heap's product analytics so usage and behavioral data can guide which feature requests get prioritized, and analyze Featurebase activity alongside Heap events.
Markus Palm about 2 months ago
General
Export and import organization settings and automations for full environment backup
Allow exporting and importing full organization configuration, automations, and settings (including workflows, SLA rules, conversation attributes, and related configs) via JSON / API to support external backups and configuration syncing.
Andrii 18 days ago
General
Export and import organization settings and automations for full environment backup
Allow exporting and importing full organization configuration, automations, and settings (including workflows, SLA rules, conversation attributes, and related configs) via JSON / API to support external backups and configuration syncing.
Andrii 18 days ago
General
Restrict teammates to specific brands in multi-brand workspaces
In a multi-brand Enterprise workspace, allow admins to restrict which teammates can reply to conversations for a given brand. For example, some teammates should only be able to access and reply to Brand A conversations, while others can be granted access to Brand A and Brand B. Today, Assignments controls routing (who a conversation gets assigned to) but does not enforce a hard restriction on who is allowed to reply to a given brand's conversations. Teammates without brand access can still reply. Requested by a prospect running a white label, multi-brand support setup on behalf of their own customers, where different support staff should only be able to touch specific brands' conversations.
Anuj K 11 days ago
Feedback & Roadmaps
Restrict teammates to specific brands in multi-brand workspaces
In a multi-brand Enterprise workspace, allow admins to restrict which teammates can reply to conversations for a given brand. For example, some teammates should only be able to access and reply to Brand A conversations, while others can be granted access to Brand A and Brand B. Today, Assignments controls routing (who a conversation gets assigned to) but does not enforce a hard restriction on who is allowed to reply to a given brand's conversations. Teammates without brand access can still reply. Requested by a prospect running a white label, multi-brand support setup on behalf of their own customers, where different support staff should only be able to touch specific brands' conversations.
Anuj K 11 days ago
Feedback & Roadmaps
Planned
Series - multi-step Outbound campaigns
Support building automated multi-step customer journeys by connecting chats, banners, emails, and surveys in a visual flow. Each step should support delays, conditions, and different paths based on user attributes, events, or interactions with earlier messages. This would make it easy to create onboarding, activation, upgrade, and re-engagement campaigns without managing every message separately.
Markus Palm about 2 months ago
Outbound
Planned
Series - multi-step Outbound campaigns
Support building automated multi-step customer journeys by connecting chats, banners, emails, and surveys in a visual flow. Each step should support delays, conditions, and different paths based on user attributes, events, or interactions with earlier messages. This would make it easy to create onboarding, activation, upgrade, and re-engagement campaigns without managing every message separately.
Markus Palm about 2 months ago
Outbound
Planned
Show Update categories in in-app widgets
Update categories should be visible across all in-app Update surfaces, including the Messenger Updates tab, Update popup, Update card, and standalone Update widget. Showing categories such as New feature, Improvement, Beta, or Maintenance helps users immediately understand what an Update is about. On compact cards, additional categories can be collapsed into a +N categories label. The full Update view should show every assigned category using its configured name and color.
Markus Palm about 2 months ago
Outbound
Planned
Show Update categories in in-app widgets
Update categories should be visible across all in-app Update surfaces, including the Messenger Updates tab, Update popup, Update card, and standalone Update widget. Showing categories such as New feature, Improvement, Beta, or Maintenance helps users immediately understand what an Update is about. On compact cards, additional categories can be collapsed into a +N categories label. The full Update view should show every assigned category using its configured name and color.
Markus Palm about 2 months ago
Outbound
Grain integration
Support a native integration between Grain and Featurebase. Automatically turn customer call and meeting insights captured in Grain into structured feedback and feature requests in Featurebase, so what customers say on calls feeds straight into the roadmap.
Markus Palm about 2 months ago
Feedback & Roadmaps
Grain integration
Support a native integration between Grain and Featurebase. Automatically turn customer call and meeting insights captured in Grain into structured feedback and feature requests in Featurebase, so what customers say on calls feeds straight into the roadmap.
Markus Palm about 2 months ago
Feedback & Roadmaps
Option to Omit, Filter or hide closed tickets in the Customer Portal Support Tickets tab
I want to be able to filter out or hide closed/resolved tickets on the "Support Tickets" tab in the customer portal. For clients who raise a high volume of quick Q&A requests, open/ongoing tickets can easily get pushed down the list and "off screen" by closed ones. Having a toggle or button to "hide closed tickets" would keep active/open tickets visible.
Matthew Parratt about 1 month ago
Helpdesk
Option to Omit, Filter or hide closed tickets in the Customer Portal Support Tickets tab
I want to be able to filter out or hide closed/resolved tickets on the "Support Tickets" tab in the customer portal. For clients who raise a high volume of quick Q&A requests, open/ongoing tickets can easily get pushed down the list and "off screen" by closed ones. Having a toggle or button to "hide closed tickets" would keep active/open tickets visible.
Matthew Parratt about 1 month ago
Helpdesk
Disabling the Help Center should also stop article suggestions and public access
Today, "disabling" the Help Center only removes the module from the portal menu (Settings → Branding → Portal menu → Delete). The content itself stays live, so after disabling it customers still see: Articles suggested during ticket and conversation creation. Articles reachable and indexable on the public Help Center URL. The expectation is that deactivating a module makes its content and all linked functionality inactive, in one action. Requested behaviour A single workspace-level switch that takes the Help Center fully offline: no article suggestions in the Messenger or ticket forms, no public article URLs, no search-engine indexing. Apply the same principle to the other modules, so turning one off never leaves a surface still serving its content. Make the current behaviour explicit in the interface, since the existing control is a navigation change rather than a content switch. Current workarounds are partial: the Messenger Help module and article search card can be turned off individually in Settings → Support → Messenger → Customization, and articles can be restricted to Team members one at a time, which removes them from suggestions and search indexing but cannot be applied in bulk. Raised by a customer evaluating Featurebase who deactivated the Help Center and found the articles still active.
Stefan Pasel about 1 hour ago
Help Center
Disabling the Help Center should also stop article suggestions and public access
Today, "disabling" the Help Center only removes the module from the portal menu (Settings → Branding → Portal menu → Delete). The content itself stays live, so after disabling it customers still see: Articles suggested during ticket and conversation creation. Articles reachable and indexable on the public Help Center URL. The expectation is that deactivating a module makes its content and all linked functionality inactive, in one action. Requested behaviour A single workspace-level switch that takes the Help Center fully offline: no article suggestions in the Messenger or ticket forms, no public article URLs, no search-engine indexing. Apply the same principle to the other modules, so turning one off never leaves a surface still serving its content. Make the current behaviour explicit in the interface, since the existing control is a navigation change rather than a content switch. Current workarounds are partial: the Messenger Help module and article search card can be turned off individually in Settings → Support → Messenger → Customization, and articles can be restricted to Team members one at a time, which removes them from suggestions and search indexing but cannot be applied in bulk. Raised by a customer evaluating Featurebase who deactivated the Help Center and found the articles still active.
Stefan Pasel about 1 hour ago
Help Center
Git repository integration for AI agent training data
Connect a Git repository (GitHub, GitLab) as a first-class knowledge source for the Fibi AI Agent, so that training content is maintained where the documentation already lives. Requested behaviour Connect one or more repositories and select file patterns (for example docs/**/*.md). Re-index on push, and show the diff between the previous and current version of each training file so reviewers can see exactly what changed. Preserve manual edits made in Featurebase across re-indexing, rather than overwriting them. Report per-file index status so a failed file is visible without opening every entry. A customer evaluating Featurebase raised this after comparing with Gleap's Code Repositories feature, where a connected repo generates knowledge entries automatically on each re-index and manual edits are kept. Today the Training Data API and MCP make this possible to build from the customer side using stable externalId values, but there is no native connector, no change detection and no diff view. Related: Source Markdown Files from Git Repositories (Help Center scoped) and APIv2 for Fibi Training Data Management.
Stefan Pasel about 1 hour ago
Integrations
Fibi AI Agent
Git repository integration for AI agent training data
Connect a Git repository (GitHub, GitLab) as a first-class knowledge source for the Fibi AI Agent, so that training content is maintained where the documentation already lives. Requested behaviour Connect one or more repositories and select file patterns (for example docs/**/*.md). Re-index on push, and show the diff between the previous and current version of each training file so reviewers can see exactly what changed. Preserve manual edits made in Featurebase across re-indexing, rather than overwriting them. Report per-file index status so a failed file is visible without opening every entry. A customer evaluating Featurebase raised this after comparing with Gleap's Code Repositories feature, where a connected repo generates knowledge entries automatically on each re-index and manual edits are kept. Today the Training Data API and MCP make this possible to build from the customer side using stable externalId values, but there is no native connector, no change detection and no diff view. Related: Source Markdown Files from Git Repositories (Help Center scoped) and APIv2 for Fibi Training Data Management.
Stefan Pasel about 1 hour ago
Integrations
Fibi AI Agent
Reliable bulk upload of Fibi training files
Uploading more than two training files at once in Dashboard → Automations → Training Data is unreliable. Files fail very quickly and land in a Failed state, even for small files (for example a 1.8 KB Markdown file that reported 0 words). Failed files then have to be removed one by one and re-uploaded, which makes seeding an agent with a real documentation set slow and error prone. Requested behaviour Multi-file selection should upload reliably, with queueing or throttling instead of parallel failures. Show the actual reason a file failed (size, type, conversion error, rate limit) rather than a generic Failed label. Offer a retry action on failed files instead of requiring manual delete and re-upload. Reported by a customer evaluating Featurebase who is loading a Markdown documentation set into the AI agent.
Stefan Pasel about 1 hour ago
Fibi AI Agent
Reliable bulk upload of Fibi training files
Uploading more than two training files at once in Dashboard → Automations → Training Data is unreliable. Files fail very quickly and land in a Failed state, even for small files (for example a 1.8 KB Markdown file that reported 0 words). Failed files then have to be removed one by one and re-uploaded, which makes seeding an agent with a real documentation set slow and error prone. Requested behaviour Multi-file selection should upload reliably, with queueing or throttling instead of parallel failures. Show the actual reason a file failed (size, type, conversion error, rate limit) rather than a generic Failed label. Offer a retry action on failed files instead of requiring manual delete and re-upload. Reported by a customer evaluating Featurebase who is loading a Markdown documentation set into the AI agent.
Stefan Pasel about 1 hour ago
Fibi AI Agent
Allow “View raw email” on inbound teammate messages
I’d like to view the original email when a teammate forwards a customer email into the inbox, including when it starts a conversation. Currently “View raw email” is hidden for teammate-authored messages. Enabling it would make the forwarded customer context accessible without changing sender attribution or advanced email routing.
Danny Schaffer about 23 hours ago
Helpdesk
Allow “View raw email” on inbound teammate messages
I’d like to view the original email when a teammate forwards a customer email into the inbox, including when it starts a conversation. Currently “View raw email” is hidden for teammate-authored messages. Enabling it would make the forwarded customer context accessible without changing sender attribution or advanced email routing.
Danny Schaffer about 23 hours ago
Helpdesk
Option to whitelist crawler IP addresses or User-Agent for website training data
Allow teams to whitelist the Fibi website crawler in their WAF/firewall by providing a published list of crawler IP addresses or a dedicated User-Agent string.
Thierry Maasdam about 23 hours ago
Fibi AI Agent
Option to whitelist crawler IP addresses or User-Agent for website training data
Allow teams to whitelist the Fibi website crawler in their WAF/firewall by providing a published list of crawler IP addresses or a dedicated User-Agent string.
Thierry Maasdam about 23 hours ago
Fibi AI Agent
Option to hide specific ticket types from manual creation list
Allow to hide certain ticket types from the list when support staff click the '+' (ticket) button in Inbox to create a new ticket. We have many ticket types that are automatically generated by our software based on various events. Our internal team should not manually create these tickets, but currently, they appear in the list, causing confusion and leading to manual creation attempts. A simple 'Hide From Ticket View' flag on a ticket type would prevent support staff from seeing these automated ticket types when creating new ones.
Jason (PT) 1 day ago
Helpdesk
Option to hide specific ticket types from manual creation list
Allow to hide certain ticket types from the list when support staff click the '+' (ticket) button in Inbox to create a new ticket. We have many ticket types that are automatically generated by our software based on various events. Our internal team should not manually create these tickets, but currently, they appear in the list, causing confusion and leading to manual creation attempts. A simple 'Hide From Ticket View' flag on a ticket type would prevent support staff from seeing these automated ticket types when creating new ones.
Jason (PT) 1 day ago
Helpdesk
Allow renaming the Tickets module and tickets terminology
Allow admins to customize module labels in the interface, such as renaming "Tickets" to custom terms like "Processes", “Request“, etc. This helps teams align the platform's UI with their internal terminology and workflows.
Fresh (PT) 1 day ago
Helpdesk
Allow renaming the Tickets module and tickets terminology
Allow admins to customize module labels in the interface, such as renaming "Tickets" to custom terms like "Processes", “Request“, etc. This helps teams align the platform's UI with their internal terminology and workflows.
Fresh (PT) 1 day ago
Helpdesk