Please tell us what we can do to make Featurebase the best product for you.
Internal notes mention picker shows customers
The @ mention picker in internal notes should only suggest team members, but it also lists customers. Tagging a customer in an internal note is unintended and risks exposing internal context. Restrict the mention autocomplete to members.
One-click Kustomer migration
Automatic importer to migrate your Kustomer knowledge base & conversation history to Featurebase.
Dedicated Close button for ticket-linked conversations in Inbox
Allow users to close ticket-linked conversations directly via a primary Close button in the inbox conversation header, matching the interface used for regular conversations.
Enable teammate notifications for API-created tickets
I would like a way to enable teammate notifications when tickets are created through POST /v2/tickets, so assigned teammates are alerted about new tickets just as they are for new Messenger conversations.
Waiting on customer
Report on customer vs teammate activity on Requests
Show which votes, Requesters, comments and Requests come from customers and which come from our own teammates, so we can prove the feedback portal is used by customers and not only by employees. Today no built-in report or export splits Request activity by role, and customers do not know whether anything was registered on their behalf. A customer engagement view (customer-submitted vs teammate-submitted vs submitted on behalf of a customer) would let product leads report on portal effectiveness internally. Amplitude is used for product analytics but is not natively supported, so native reporting is preferred.
Allow integrations to thread replies to externally sent receipts
Allow integrations to connect replies to receipts sent through external email services with the correct existing Featurebase conversation. This should work when the customer changes the subject or removes the visible case reference, using email threading metadata rather than guessing from the sender or subject. The capability should also cover receipts already sent with a shared reply address. Updating reply addresses for future receipts does not resolve those older emails.
Show a "Draft" indicator in Inbox conversation rows
When a conversation has an unsent reply draft, show a clear "Draft" label in its Inbox row, ideally followed by a preview of the draft text, similar to Facebook’s Messenger. This should work for both manually written and AI-generated drafts. Currently, the row still shows the last message, so you have to open each conversation to see whether a draft is waiting. This would make it easier to find unfinished replies and drafts that need review. Remove the indicator when the draft is sent or discarded.
Send custom Slack channel messages from Workflows
Allow Workflows to send custom messages to a selected internal Slack channel, with support for user fields such as plan. Teams could use plan-based branches to send alerts like “Important topic - please prioritize” to teammates working different shifts.
Send SLA breach notifications to shared Slack channels
Allow SLA breaches to be selected as an event in shared Slack channel notification routes. Teams working different shifts could then see and act on breaches without relying on the assigned teammate’s personal Slack DMs.
Remove the background around images in the Messenger image viewer
The Messenger image viewer uses a solid background that can show around transparent image edges, especially in light mode. Image previews should display without this surrounding background, without changing the rest of the Messenger’s background.
Option to disable or adjust spam filter strength
Provide a way to disable the spam filter entirely or adjust its strength. Allowlisting every individual sender is not a feasible long-term solution.
Hide bot label for a seamless chat experience
Stop forcing a “Bot” in the chat interface: the user should be abstracted from whether they are talking to a bot or not, so it is just a chat interface.
Setting to restrict chat input to text only
Provide a setting to disable the options to add photos, links, videos etc so the input is text only.
Download blocked users’ transcripts without unblocking them
Authorized teammates should be able to view and download retained conversation transcripts while the user remains blocked. Currently, accessing Download transcript in the Inbox requires unblocking the user, which restores their ability to interact. Transcript access should remain available for record-keeping and legal purposes without lifting the block.
Waiting on customer
Slack conversation as a Workflow trigger in the support inbox
I want a Slack message or conversation to be available as a Workflow trigger. Our app posts customer feedback notifications into an internal Slack channel (around 20 per day, some of which need a customer reply). With a Slack trigger, a workflow could extract the customer email from the structured notification, create a conversation in the support inbox and let us reply by email from there. Raised by PlaynVoice during a demo on 2026-10-14, while they evaluate Featurebase against Intercom and Pylon.
Improve spacing and padding in support reply emails
Add more padding around the reply content and clearer spacing between the message, ticket link, signature, and quoted history to make support emails easier to read and more professional.
Scope Messenger conversations to the active customer company
Messenger currently shows conversations based on participant access, regardless of the customer company active in the host application. Customers need conversations restricted to the relevant company context while preserving email To/CC participation. This would prevent threads from appearing in another customer account without requiring participants to be removed.
Exclude automated workflow messages from email notifications
Allow automated, bot, and proactive workflow messages in Messenger to be excluded from user email notifications, or provide a way to mark a workflow message as in-app only. Currently these automated messages are also delivered as emails, but some teams want only human teammate replies to trigger email notifications
Messenger File names invisible in light/dark mode
Attachment file names in the Featurebase messenger are invisible in light/dark mode, while dark mode displays them correctly. The text color appears to conflict with the white background and is not configurable via the messenger theme settings. The default text/background contrast for attachment cards in light mode needs fixing.
Inbox view editor closes during filter selection
In a narrow browser window, clicking Add rule in Views → New view closes the editor and sidebar drawer. Resizing across the mobile breakpoint can also discard the draft. The editor should stay open during filter selection, resizing, and background clicks. Saved views should also have a keyboard-accessible Edit action.