Problem Featurebase currently offers two CSAT settings: send after every conversation, or turn CSAT off entirely. No option sits between these two extremes. Customers with high contact volume get a CSAT request after each chat or email, even when they reach out multiple times in one day. Several of our customers flagged this as too many messages from Featurebase. Request Add a setting for minimum time between CSAT requests per customer, similar to what HubSpot offers. Example: set the interval to 30 days. A customer who contacts us 50 times within those 30 days gets one CSAT request, not 50. Once 30 days pass since their last CSAT, their next interaction triggers a new request. Benefit This caps CSAT volume at a predictable maximum. A 30 day interval means 12 requests per year at most, instead of a volume that scales with contact frequency. CSAT data also improves, since results reflect sentiment over time rather than getting skewed by repeat contacts in a short window. Suggested setup A numeric field for minimum days between CSAT requests, set per workspace or per channel.

Bryan ten Kate about 21 hours ago

Allow inbound emails from organization members/admins to be treated as customer support tickets with full reply and commenting capabilities, rather than routing them as internal teammates without customer participants.

James Stevens about 22 hours ago

Dedicated attachments section/gallery in ticket details Description: Problem: When having long back-and-forth email conversations with multiple attachments on a ticket, agents currently have to scroll through the entire thread to locate previous files. Proposed Solution: Add a dedicated "Attachments" widget or sidebar section in the ticket details view (e.g., showing recently uploaded attachments with a "View all attachments" modal/gallery). Use Case: Allows support agents to quickly access, view, and manage all files exchanged throughout the ticket lifecycle in one place. Hubspot Example:

Bryan ten Kate 2 days ago

Brand-Specific / Conditional Conversation Data Attributes (CvDAs) Context & Use Case: We have multiple regional office workspaces, and each office manages support for multiple distinct brands/products within a single workspace. Because each brand has unique customer questions and support workflows, we need distinct conversation attributes for each product. Problem: Currently, Conversation Data Attributes are applied globally across the entire workspace. As a result, agents see all attribute dropdowns (e.g., 3 separate product dropdowns) on every conversation, even though only 1 is relevant to the ticket's specific brand. Requested Solution: Ability to scope Conversation Data Attributes to specific brands, or Enable conditional visibility so that selecting a specific Brand/Product dynamically displays only the attributes relevant to that brand in the conversation details panel.

Bryan ten Kate 2 days ago

Allow theme to be “auto” window.matchMedia('(prefers-color-scheme: dark)').addEventListener('change', event => { const theme = event.matches ? 'dark' : 'light'; });

StepArena 3 days ago

I need the ability to automatically create Linear issues directly from support tickets (conversations) in Featurebase. I believe this is a core feature that most support tools offer and is essential for our workflow.

John Bromley 3 days ago

Integrations

I would like to be able to use macros and tag conversations directly within the mobile app. I am currently unable to find the option to use macros, and it would be very beneficial to have the ability to tag conversations from the mobile app.

Amr from Lunch Flow 3 days ago

Allow creating Inbox custom view filters based on specific custom ticket sub-statuses (e.g., In-Development vs. In-Progress under 'Active'), or allow adding custom parent ticket state categories to better segment and automate team workflows.

Bryan ten Kate 3 days ago

We would love for users to be able to copy the link to or directly open the article in the help portal they are viewing in the messenger widget.

Mike Haze 21 days ago

We need a new Workflow trigger called ‘Fibi clsoes a conversation’ that is triggered when a conversation is auto-closed by Fibi, so we can run appropriate automation when the conversation is closed without human interaction.

Lima 24 days ago

I’d like to have Messenger-only support setup - the ability to completely disable email forwarding without sending outbound email notifications that prompt users to reply via email (the followup-emails when users miss replies). Alternatively, I want a setting to disable or customize the "Reply to this email to respond" callout in the email notifications. This is important because forcing email forwarding as an active channel makes it impossible to run a clean, modern web-based support flow without keeping email open.

Adam Racovalis 13 days ago

When customers receive a status or message update about their ticket there seems to be no link or option to add a link to the support ticket portal. Many clients prefer to reply in the portal rather than via email. This also reduces the amount of “reply” text polluting the conversation messages in the ticket.

John Bicknell 14 days ago

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 15 days ago

Hey, would be nice if the macro names wouldn’t be trimmed for easier navigation. Now it’s a bit difficult to quickly choose the proper macro looking at names.

Greg 16 days ago

Send email and desktop notifications to eligible admins when a support ticket is made, respecting each admin’s existing notification preferences and assignment rules. Currently, ticket creation sends a confirmation to the customer but does not trigger admin activity notifications.

Subflow-writer team 17 days ago

We already have a “prevent visitors from replying to closed conversations” setting for the Messenger, but there should also be a separate option for tickets.

Markus from Featurebase about 2 months ago

1

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) 21 days ago

User management

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 23 days ago

1

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 23 days ago

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 27 days ago