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Planned

Featurebase notifications to Slack (advanced)

Introduce more advanced Slack notifications (e.g., like Linear). It would be huge QoL if existing Featurebase notifications were available as per-user Slack notifications, and each user should be able to choose which events they want pushed to Slack (vs. email or in-app only). Essentially, Slack should be another Notification destination once it’s connected. Two layers Personal notifications → Slack DM (from the Featurebase app) You connect Slack once on your account, then choose which events you want delivered to your Slack DMs. Quiet by default, opt in to what matters. Channel notifications → shared #channel Team-level (or filtered streams) for things like "new inbound support ticket" or "new feedback" - useful for triage rooms. Already exists for new feedback posts, but should be extended to the rest of the product. Notifications that should be available in Slack Feedback New post created (already supported) New comment on a post (already supported) Post status changes - for admins, and optionally for the upvoters/author of that post Post upvotes - when one of my posts (or a post I'm assigned to / subscribed to) gets upvoted Post assigned to me I'm @mentioned in a post or comment Reply to posts from Slack - Reply to comments inline, without leaving the thread, just like in Linear Support New conversations & tickets (channel notification for triage) Conversation assigned to me New customer reply on a conversation I'm assigned to / following I'm @mentioned in an internal note SLA breaches on the conversation assigned to me Reply to the customer directly from Slack Outbound: New survey response - real-time to a channel, matching what Pendo / PostHog / Sprig offer NPS detractor/promoter received Changelog entry published (channel) So essentially, a Featurebase teammate can live in Slack and trust that anything that actually needs them (a new ticket, an assignment, an SLA at risk, a status change on a post they own) will surface there, with everything else staying quiet.

Markus from Featurebase 19 days ago

8

General

Planned

Official Developer program for integrations

We’re considering launching an official integration partner program for Featurebase. The goal would be to make it easier for other software companies to build, review, and launch integrations with Featurebase and for our customers to discover trusted integrations. This could include: A public integrations directory Partner-built apps reviewed by Featurebase Clear API, webhook, and OAuth guidance for integration builders Sandbox or test workspace access for selected partners A launch/review process for new integrations Co-marketing opportunities for useful customer-facing integrations We’d love to understand what would make this most valuable.

Markus from Featurebase 9 days ago

General

Planned

Fibi follow-up setting customization

There should be a way to configure Fibi's follow-up behavior, including options like: Fibi will confirm whether the user still needs assistance - Fibi asks a short follow-up question after answering, such as “Did that answer your question?” Fibi will offer escalation - Fibi checks in and offers to connect the user with a teammate if they still need help. No follow-up - Fibi sends only the main answer and does not send follow-up prompts or idle nudges. Fibi, currently always sends follow-up prompts and idle nudges based on internal logic, but there is no surfaced setting to disable or customize that behavior.

Markus from Featurebase about 8 hours ago

Support platform

Next

Native Enterprise SSO & SCIM Provisioning (SAML, Entra, Okta, Auth0)

Plug-and-play SSO and user provisioning for IT teams, without custom JWT setup. Covers: SAML 2.0 SSO with Microsoft Entra ID, Okta, Auth0, Google Workspace, and other major IdPs SCIM Directory Sync to auto-provision, update, and deactivate users when they join, change roles, or leave (full Joiner / Mover / Leaver lifecycle) IdP group to role mapping (e.g. Entra AD groups → Manager, Contributor, custom roles), so role changes flow in automatically Works with public portals, so internal team SSO doesn't require making your roadmap private

Markus from Featurebase about 2 months ago

4

General

Improve Inbox Search - Multi-word terms not prioritized and filter search doing the opposite

The search functionality is unreliable, particularly for multi-word search terms. When searching for multi-word phrases, the results containing the exact phrase are not consistently surfaced at the top. Instead, they are mixed with partial matches, leading to a perception that the search is only effective for single-word queries. The opposite is happening to searching within filters. When searching - for example a 4-5 letter company by name - the results prioritize names that include the phrase, however the explicit matches might not even appear.

Toms 5 days ago

Support platform

Notify customers in the original Messenger ticket when a Jira-synced ticket status changes

When using Messenger with Tickets and Jira integration sync, we want customers to see Ticket status updates directly in the chat as messages, so we don’t need to follow up separately. Currently, when Jira changes the status, Featurebase updates the ticket with an internal note, so customers don’t see the message. We have to manually follow up. I’d love it if there were an option for Jira sync rules or ticket settings to post customer-visible status updates into linked Messenger conversations.

Hannah about 9 hours ago

Support platform

Improve Helpcenter AI Search - Customize Prompt

Our customers and we are very dissatisfied with the current quality of AI search results in the Help Center: - Answers are off-topic - Answers are suddenly in English instead of German (all help articles are in German) - Typos lead to completely incorrect answers Expected solution: - We expect significant improvements in AI processing in the Help Center! - We would like to be able to customize the system prompts for AI responses in the Help Center ourselves!

Daniel Heide_NEVARIS 2 days ago

Help Center

Disable automatic AI summarization for 'Track as Post' comments

When using the 'Track as Post' feature, an AI-generated private comment is automatically added. These comments can sometimes be overly 'eager' and not useful. A fair alternative would be to have an option to disable the AI summarization - and just add the conversation message as the post comment instead.

Philipp Brockerhoff 2 days ago

Support platform

One-way multi-tenant Ticket visibility - company-based ticket visibility for Partners

I want to be able to set up a one-way visibility flow where a Partner (associated with multiple companies) can see all tickets created by a Customer (associated with one of those companies), but the Customer cannot see tickets created by the Partner. This would likely involve the ability to select a specific company context when creating a ticket and having visibility rules that respect hierarchical or multi-company relationships.

Klara Fall 5 days ago

Support platform