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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 from Featurebase 23 days ago

1

General

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 from Featurebase about 1 month ago

3

Outbound

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 from Featurebase 14 days ago

Help Center

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 from Featurebase about 2 months ago

3

Outbound

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 11 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 11 days ago

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 11 days ago

Help Center

Create Featurebase tickets directly from Slack for channel partners

We use the Slack integration heavily, but today Slack only syncs conversations into Featurebase, it cannot create a ticket directly. Our channel partners live in Slack, and we would like a way for a Slack message or workflow to create a Featurebase ticket directly (not just a conversation), so partner requests get the same tracked, ticket level workflow as our other support channels.

Alla Awad 15 days ago

Helpdesk

AI-suggested post content from Zendesk ticket

When submitting a post to Featurebase from the Zendesk sidebar app, it would help if the integration could read the ticket content and suggest a title and summary for the new post, instead of the agent having to write it from scratch. Raised during an active trial migrating from Zendesk (iClassPro), where support agents will be submitting feature requests from Zendesk tickets at volume.

Jarrod Biggins about 13 hours ago

Feedback & Roadmaps

Separate "View roadmap" and "Edit roadmap" permissions for team member roles

Currently, granting access to manage or view roadmaps for team member roles relies on the binary manage_roadmap permission or setting visibility rules. There is no fine-grained role permission to allow team members to view restricted roadmaps without giving them full management/editing rights. This request is to introduce separate View and Edit/Manage permissions for roadmaps under role settings.

Bryan ten Kate about 14 hours ago

Feedback & Roadmaps