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 26 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 26 days ago
General
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 10 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 10 days ago
Helpdesk
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 17 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 17 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 3 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 3 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 14 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 14 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 7 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 7 days ago
Feedback & Roadmaps
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
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
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
Google Meet integration
Support a native integration between Google Meet and Featurebase. Capture insights, action items, and feature requests from Google Meet calls and log them into Featurebase as structured feedback, linking customer conversations to the roadmap.
Markus Palm about 2 months ago
Feedback & Roadmaps
Google Meet integration
Support a native integration between Google Meet and Featurebase. Capture insights, action items, and feature requests from Google Meet calls and log them into Featurebase as structured feedback, linking customer conversations to the roadmap.
Markus Palm about 2 months ago
Feedback & Roadmaps
Improve email rendering to preserve HTML layouts and styling
Forwarded and automated HTML emails currently have their formatting, headers, and inline styling stripped heavily, causing layout distortion (empty boxes/lines) in the conversation view.
Bryan ten Kate 12 days ago
Helpdesk
Improve email rendering to preserve HTML layouts and styling
Forwarded and automated HTML emails currently have their formatting, headers, and inline styling stripped heavily, causing layout distortion (empty boxes/lines) in the conversation view.
Bryan ten Kate 12 days ago
Helpdesk
Custom font size range (~10-48pt) in Help Center article editor, independent of heading levels
Add the ability to set a specific text size (roughly 10pt to 48pt) on any text selection in the Help Center article editor, independent of the H1/H2/H3 heading levels. Today, text sizing is tied to heading levels only \u2014 there's no way to bump body text up or down a couple of sizes for emphasis or readability the way most text editors (including Zendesk's) allow. Related: there's also an existing request for full colour-wheel/hex selection in the same editor (https://feedback.featurebase.app/p/helpdocs-color-palette) \u2014 both come from the same underlying need for finer text formatting control when producing reader-friendly articles. Raised during an active enterprise trial migrating from Zendesk (iClassPro).
Robi Rohumaa 14 days ago
Help Center
Custom font size range (~10-48pt) in Help Center article editor, independent of heading levels
Add the ability to set a specific text size (roughly 10pt to 48pt) on any text selection in the Help Center article editor, independent of the H1/H2/H3 heading levels. Today, text sizing is tied to heading levels only \u2014 there's no way to bump body text up or down a couple of sizes for emphasis or readability the way most text editors (including Zendesk's) allow. Related: there's also an existing request for full colour-wheel/hex selection in the same editor (https://feedback.featurebase.app/p/helpdocs-color-palette) \u2014 both come from the same underlying need for finer text formatting control when producing reader-friendly articles. Raised during an active enterprise trial migrating from Zendesk (iClassPro).
Robi Rohumaa 14 days ago
Help Center
Help Center session count & average session duration metrics
Add session-level metrics to Help Center analytics \u2014 specifically number of sessions and average session duration, similar to what Zendesk's Self-service dashboard provides. Current Help Center analytics cover unique visitors, top pages, traffic sources, devices, and browsers, but there's no session-based reporting today. Teams migrating from Zendesk rely on these numbers for their existing self-serve support reporting and need parity to switch over confidently. Raised during an active enterprise trial migrating from Zendesk (iClassPro).
Jarrod Biggins 14 days ago
Migrations
Help Center
Help Center session count & average session duration metrics
Add session-level metrics to Help Center analytics \u2014 specifically number of sessions and average session duration, similar to what Zendesk's Self-service dashboard provides. Current Help Center analytics cover unique visitors, top pages, traffic sources, devices, and browsers, but there's no session-based reporting today. Teams migrating from Zendesk rely on these numbers for their existing self-serve support reporting and need parity to switch over confidently. Raised during an active enterprise trial migrating from Zendesk (iClassPro).
Jarrod Biggins 14 days ago
Migrations
Help Center
Let readers/staff flag incorrect translations on Help Center articles, with a review queue
We need a way for staff or readers to flag an incorrect translation on a published Help Center article, plus a dashboard view where flagged items can be reviewed and actioned by the content team. Today, fixing a bad AI translation relies on someone noticing it and knowing to manually go correct that specific locale in the editor \u2014 there's no in-context flagging mechanism or a queue to triage reported issues. Raised during an active enterprise trial evaluating multilingual Help Center rollout (iClassPro).
Jarrod Biggins 14 days ago
Translations
Help Center
Let readers/staff flag incorrect translations on Help Center articles, with a review queue
We need a way for staff or readers to flag an incorrect translation on a published Help Center article, plus a dashboard view where flagged items can be reviewed and actioned by the content team. Today, fixing a bad AI translation relies on someone noticing it and knowing to manually go correct that specific locale in the editor \u2014 there's no in-context flagging mechanism or a queue to triage reported issues. Raised during an active enterprise trial evaluating multilingual Help Center rollout (iClassPro).
Jarrod Biggins 14 days ago
Translations
Help Center
Add translation usage breakdown
Provide an itemized breakdown of translation character usage by source, including Inbox, Feedback Portal, and Help Center, to make unexpected usage spikes easier to investigate.
Bryan ten Kate just now
Translations
General
Add translation usage breakdown
Provide an itemized breakdown of translation character usage by source, including Inbox, Feedback Portal, and Help Center, to make unexpected usage spikes easier to investigate.
Bryan ten Kate just now
Translations
General
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 about 23 hours 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 about 23 hours ago
Feedback & Roadmaps
Google Gemini integration
Support a native integration between Google Gemini and Featurebase. Use Gemini's meeting notes and summaries to capture customer feature requests from calls and log them into Featurebase as structured feedback.
Markus Palm about 2 months ago
Feedback & Roadmaps
Google Gemini integration
Support a native integration between Google Gemini and Featurebase. Use Gemini's meeting notes and summaries to capture customer feature requests from calls and log them into Featurebase as structured feedback.
Markus Palm about 2 months ago
Feedback & Roadmaps
Filter tickets by statuses in MCP (i.e. In Review, Completed, etc)
Allow the MCP server to filter tickets and conversations using custom workspace statuses (such as "In Review" or "Waiting on Customer Response"), expanding beyond the current 'open', 'closed', and 'snoozed' options to match UI filtering capabilities.
Alec 3 days ago
Helpdesk
Filter tickets by statuses in MCP (i.e. In Review, Completed, etc)
Allow the MCP server to filter tickets and conversations using custom workspace statuses (such as "In Review" or "Waiting on Customer Response"), expanding beyond the current 'open', 'closed', and 'snoozed' options to match UI filtering capabilities.
Alec 3 days ago
Helpdesk
Planned
Fibi should not respond to every Slack message
Fibi can reply to Slack messages even when they aren't questions and no assistance is needed. In one example, it replied to a message explicitly saying a response wasn't wanted, then replied again to a short “See” follow-up. Fibi should recognize when to stay quiet instead of engaging with every message. This would reduce unnecessary bot replies and let normal customer conversations continue naturally. When uncertain, it can lean toward answering, but it should skip messages that clearly don't need a response.
Nic Acton 3 days ago
Fibi AI Agent
Planned
Fibi should not respond to every Slack message
Fibi can reply to Slack messages even when they aren't questions and no assistance is needed. In one example, it replied to a message explicitly saying a response wasn't wanted, then replied again to a short “See” follow-up. Fibi should recognize when to stay quiet instead of engaging with every message. This would reduce unnecessary bot replies and let normal customer conversations continue naturally. When uncertain, it can lean toward answering, but it should skip messages that clearly don't need a response.
Nic Acton 3 days ago
Fibi AI Agent