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Workflow triggers / event reactions to trigger surveys and update user attributes

I want a native workflow builder or event reaction setup in Featurebase that triggers surveys or modifies user properties/attributes. This would allow us to make users eligible for specific segments or surveys based on triggers/events from third-party platforms (like Salesforce) without having to write custom developer code or use external middleware like Zapier/Make which would violate our security policies.

Matthias (Admin) about 19 hours ago

Directly Send/Edit Internal Notes

I would like the ability to directly send or edit internal notes from the UI, rather than having to copy and paste their content into the reply composer. This would be particularly useful for our workflow where we post custom AI-generated drafts as internal notes for agents to review. Implementing send/edit buttons next to internal notes, potentially controlled by a settings flag, would significantly improve agent efficiency.

Pathful Support 3 days ago

1

Bulk Conversations export as PDFs

Allow teammates to bulk-select multiple Conversations in the Inbox and export them together as individual, human-readable PDF transcripts. Each PDF should include the complete customer-visible message history, timestamps, participants, and key Conversation details. This is specifically for offline reading, auditing, or record-keeping.

Markus from Featurebase 3 days ago

Allow Lite Users to be assigned to a support ticket or a posts not just via mention

It’s really frustrating that lite seats can’t be assigned to conversations. That feels like the main use case for lite seats, especially for cross-functional support teams that need to collaborate on customer issues without requiring a full seat. Right now, the limitation makes lite seats feel much less useful than expected.

Aman Sharma 7 days ago

Improve ticket body layout and visibility in Support Inbox on desktop and mobile

I want the ticket body in the Support Inbox to be easier to view on desktop and visible on mobile devices. Currently, on desktop, the ticket body window is quite small, requiring vertical scrolling, and screenshots must be opened in a new tab to see them properly, even though there is plenty of screen real estate available. On mobile, the ticket body is not visible at all in the inbox view. This improvement should optimize the desktop layout to utilize empty space for better readability and media viewing, and ensure the ticket body renders correctly on mobile.

Erdinc Akay 7 days ago

Awaiting clarification

Allow merging duplicate feedback posts while preserving votes, comments, and subscribers

A few months ago, our team at Wowzers adopted Featurebase as the central place to collect customer feedback and feature requests from both customers and entertainers. It fit naturally into our product process because people could submit ideas, vote on existing requests, and follow updates without needing long email threads. Internally, it also gave us a much clearer picture of which requests were gaining momentum over time. Current Workflow As our feedback volume grew, we started seeing many requests that described the same underlying problem using different wording. Even when we shared links to existing suggestions, new submissions continued to appear. Our team regularly reviewed new posts, categorized them, and tried to keep the board organized so vote counts accurately reflected customer demand. Why We Stopped Using Featurebase The biggest issue for us was not having a practical way to merge duplicate requests into a single canonical post while keeping everything intact. Closing duplicates or redirecting users scattered votes, comments, and subscribers across multiple entries, making prioritization less reliable. Over time, maintaining the board became increasingly manual, and that eventually pushed us toward another feedback platform. Feature Request It would be extremely helpful if Featurebase supported true duplicate merging. Ideally, an admin could select two or more requests and merge them into one primary post while automatically transferring all votes, comments, attachments, subscribers, and status history. It would also be useful if anyone who previously followed a merged request continued receiving updates on the surviving post without needing to subscribe again. A small merge history visible to admins would also help with auditing. Why We're Considering Returning We've been following Featurebase's recent improvements, and the product has clearly matured. Many of the capabilities that were missing when we last evaluated it are now available, so we're seriously considering moving back if this remaining workflow can be addressed. Expected Benefit This would reduce administrative work, keep vote counts accurate, and make roadmaps easier to prioritize. It would also help any team managing an active public feedback board where similar ideas naturally get submitted multiple times as the user base grows.

Octavian 7 days ago

1

Planned

Allow ticket state and category filters in OR groups for Inbox views

Ticket state and ticket category filters can currently only be used inside AND groups when creating Inbox views. This means they cannot be combined with other filter groups using OR, even though the view editor supports AND/OR grouping for other filters. For example, I want a Bug reports view that includes Inbox items where either: Ticket category is Bug Report conversation attribute Issue type is Bug The editor blocks this configuration and disables Save changes. This makes custom Inbox views much less flexible. Ticket state and ticket category filters should work with the same AND/OR grouping logic as other filters. Screenshot

Linear 9 days ago

Workflow Action: Send an email

I want a new workflow action that automatically sends an email when triggered. Specifically, when a user requests to speak with a human or when the AI agent cannot answer and escalates: 1. The AI conversation is closed and marked for human intervention. 2. An email is sent to a configurable support email address containing either the full conversation transcript or a link to the conversation in Featurebase. 3. A confirmation email is automatically sent to the customer letting them know their request has been received and is being reviewed.

Germano 14 days ago

Option to disable auto-restoring last open chat in Messenger boot config

Add a boot configuration flag to disable auto-restoring the last active conversation on page load via localStorage keys (such as fb-messenger-active-chat-id and fb-messenger-chat-page-shown). This is especially useful for native WebView environments where we want to control the entry state of the widget on each load.

Estizee CEO 16 days ago

Manual SLA Adjustment in UI

I would like the ability to manually change an assigned Service Level Agreement (SLA) directly within the user interface. Currently, SLA changes are only possible through workflows. Our use case involves situations where a customer might raise a critical ticket, but upon review, we deem it to be a medium priority - or vice-versa. We need to be able to downgrade or upgrade the SLA in the UI, similar to how other ticket attributes can be adjusted.

Adam Racovalis 16 days ago

Conversation APIv2 Support for fetching RAW email contents as well

Allowing to fetch the RAW email allows to check and parse the contents externally when deemed necessary. While the API is designed to automatically truncate non-contextual content (footers, repeated thread history) - it would be still beneficial to have possibility to access the contents via programmatic way as well.

Amr from Lunch Flow 21 days ago