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 about 1 month 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 about 1 month ago
General
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 3 days 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 3 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 24 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 24 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 5 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 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 8 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 8 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 17 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 17 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 11 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 11 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 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 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 21 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 21 days ago
General
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 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 2 months ago
Outbound
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 14 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 14 days ago
Feedback & Roadmaps
Signing in to the web dashboard opens the mobile app on Mac
I installed the Featurebase Mobile app on my Mac from the App Store. When I then open the Featurebase web dashboard in my browser and choose Continue with Google, the sign-in process does not finish in the browser. Instead, Featurebase Mobile opens automatically. This means I cannot sign in to and use the web dashboard while the mobile app is installed on my Mac. To complete the browser sign-in, I currently need to remove the mobile app. The mobile app should be able to open relevant mobile links, but signing in to the Featurebase web dashboard on a Mac should remain in the browser.
Andrew about 4 hours ago
Helpdesk
Signing in to the web dashboard opens the mobile app on Mac
I installed the Featurebase Mobile app on my Mac from the App Store. When I then open the Featurebase web dashboard in my browser and choose Continue with Google, the sign-in process does not finish in the browser. Instead, Featurebase Mobile opens automatically. This means I cannot sign in to and use the web dashboard while the mobile app is installed on my Mac. To complete the browser sign-in, I currently need to remove the mobile app. The mobile app should be able to open relevant mobile links, but signing in to the Featurebase web dashboard on a Mac should remain in the browser.
Andrew about 4 hours ago
Helpdesk
Draft/schedule AI changelogs from posts in "in testing" or custom pre-release statuses
Currently, AI-assisted changelog drafting from a linked post only works once that post is in a "Complete" state. Teams who sync Linear (or Jira) with custom pipeline statuses (e.g. "In testing", "Ready to release") want to draft and schedule the changelog/release note as soon as engineering marks an issue with one of those pre-release statuses, rather than waiting for a separate "Complete" status change. This would let the changelog go out the moment a feature is actually shipped without a manual second step.
Jiwon about 4 hours ago
Outbound
Draft/schedule AI changelogs from posts in "in testing" or custom pre-release statuses
Currently, AI-assisted changelog drafting from a linked post only works once that post is in a "Complete" state. Teams who sync Linear (or Jira) with custom pipeline statuses (e.g. "In testing", "Ready to release") want to draft and schedule the changelog/release note as soon as engineering marks an issue with one of those pre-release statuses, rather than waiting for a separate "Complete" status change. This would let the changelog go out the moment a feature is actually shipped without a manual second step.
Jiwon about 4 hours 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
More text formatting options in Help Center articles (color, size, highlight) for accessibility and branding
Requested on a demo call: more color options, text sizing, and a highlight option for Help Center article text. This matters both for branding consistency and for ADA/accessibility compliance, since the current color options are limited.
Jarrod Biggins about 7 hours ago
Help Center
More text formatting options in Help Center articles (color, size, highlight) for accessibility and branding
Requested on a demo call: more color options, text sizing, and a highlight option for Help Center article text. This matters both for branding consistency and for ADA/accessibility compliance, since the current color options are limited.
Jarrod Biggins about 7 hours ago
Help Center
Configurable crawling interval and manual force recrawl for Fibi training data
Allow setting custom automatic recrawling intervals (e.g., daily or multiple times per day) for website training data sources like status pages, along with a direct button to force an immediate recrawl.
Ric about 9 hours ago
Fibi AI Agent
Configurable crawling interval and manual force recrawl for Fibi training data
Allow setting custom automatic recrawling intervals (e.g., daily or multiple times per day) for website training data sources like status pages, along with a direct button to force an immediate recrawl.
Ric about 9 hours ago
Fibi AI Agent
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 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 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
Support consistent `sortBy` / `updatedAt` sorting across all API v2 endpoints
Allow API v2 list and search endpoints (such as `POST /v2/conversations/search`) to support sorting by `updatedAt` / `recent` so developers can reliably fetch and poll for incrementally updated records.
James Stevens 3 days ago
General
Support consistent `sortBy` / `updatedAt` sorting across all API v2 endpoints
Allow API v2 list and search endpoints (such as `POST /v2/conversations/search`) to support sorting by `updatedAt` / `recent` so developers can reliably fetch and poll for incrementally updated records.
James Stevens 3 days ago
General
Option to disable user creation via SDK (API-only user management)
Add a setting for the widget/SDK integration to disable automatic user profile creation during SDK identification. When enabled, the SDK would only identify existing user records created via the API or dashboard, preventing unintended profile creation or ID reassignments via the widget.
Kim from Mainter 3 days ago
General
Option to disable user creation via SDK (API-only user management)
Add a setting for the widget/SDK integration to disable automatic user profile creation during SDK identification. When enabled, the SDK would only identify existing user records created via the API or dashboard, preventing unintended profile creation or ID reassignments via the widget.
Kim from Mainter 3 days ago
General