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 29 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 29 days ago
General
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 1 day 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 1 day 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 4 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 4 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 13 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 13 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 20 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 20 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
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 17 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 17 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 10 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 10 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
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
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 4 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 4 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 4 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 4 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) about 6 hours 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) about 6 hours 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) about 6 hours 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) about 6 hours ago
Helpdesk
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 15 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 15 days ago
Helpdesk
AI helps customers complete incomplete/unstructured tickets before submission
When a customer starts submitting a ticket with too little information, have an AI agent step in during the submission flow (not just as a separate chat widget) to ask clarifying follow up questions, point to relevant documentation, and help structure the ticket before it reaches the support team. Today the AI chat widget and the ticketing flow are two disconnected paths, so a customer who opens a ticket directly skips any AI assistance, and the support team still has to go back and forth for missing details (server setup, browser info, etc). Raised on a demo call with BLUEEND AG (support/ticketing evaluation, second layer support for on-prem customers).
Stefan Pasel 1 day ago
Helpdesk
AI helps customers complete incomplete/unstructured tickets before submission
When a customer starts submitting a ticket with too little information, have an AI agent step in during the submission flow (not just as a separate chat widget) to ask clarifying follow up questions, point to relevant documentation, and help structure the ticket before it reaches the support team. Today the AI chat widget and the ticketing flow are two disconnected paths, so a customer who opens a ticket directly skips any AI assistance, and the support team still has to go back and forth for missing details (server setup, browser info, etc). Raised on a demo call with BLUEEND AG (support/ticketing evaluation, second layer support for on-prem customers).
Stefan Pasel 1 day ago
Helpdesk