Rework customer support AI Fibi to be more reliable and fast.

Kajsa 17 days ago

I want a specific notification setting for when a new ticket is created by a user. Currently, I get notifications for feedback but not specifically for new support tickets, and it would be helpful to have a clear toggle for this event to ensure no new incoming support requests are missed.

Katie Harford 11 days ago

I want to be able to delete specific support tickets/conversations directly from the dashboard inbox. Currently, I can only resolve them, but I need a way to permanently remove them for better organization or privacy reasons.

Mike Haze 3 days ago

I’d like to implement the Messenger widget within an Electron application. The current Messenger widget's dependency on the DOM may cause compatibility issues in an Electron environment.

An Anonymous User 4 days ago

I want to be able to enable a way for users to directly create a ticket vs a conversation in the messenger, even if they don't have any previous ticket history. Currently, the Tickets tab is hidden for users without history, which forces them to start a conversation first. It would be great to have an option to always show the Tickets tab or a "Create Ticket" button on the Messenger home screen for everyone.

Mike Haze 5 days ago

I would like to see all tickets (open, closed, etc.) in a centralized board or overview so I can easily monitor and manage them.

Laura Roman 2 days ago

Add an option that allows choosing whether a Customer ticket status change sends an email notification to the customer or remains silent. This setting could be managed per ticket or globally for ticket types, giving teams flexibility to reduce notification noise and improve customer communication control.

Laura Roman 3 days ago

1

Currently, the Macro system lacks folder or category grouping, which makes managing and finding the right macro challenging. Users often rely on emojis and long titles to distinguish macros, but this approach is not intuitive and makes selecting the appropriate macro feel like guessing. Enhancing the macro search with folder support or better organizational features (such as tags or nested categories) would greatly improve usability, speed up response times, and reduce errors in macro selection.

Lucas @ one sec 22 days ago

I would like to request enhanced reporting capabilities. I need the ability to export the following fields to Excel: Ticket Number Service Now Reference Service Now Date Received First Response Time Last Communicated on Completed Subject Description Requester User Segment Severity Ticket Type Current Status Average Response Time (Hours) Average Resolution Time (Days) Resolution ETA/Update Week (Inflow), and Week (Closure) Furthermore, visuals for '# tickets versus status', '# Tickets versus Ticket Type', and a 'Weekly Inflow/ Outflow/ Backlog single chart view' would be very helpful.

James Stevens 8 days ago

Currently, only one Customer ticket can be linked per conversation in Featurebase. This limitation makes it difficult to handle cases where a customer has multiple distinct issues or topics that each require a dedicated Customer ticket. It would be highly valuable to allow multiple separate Customer tickets to be linked to a single conversation to better track and manage each issue independently without needing to start new conversations or rely solely on Tracker tickets for related issues.

Erik Kaljumäe 10 days ago

I want the bot's away messages to be more humanized. Instead of saying "The team is currently away and will be back in 61 hours," it should say something more natural like "The team will be back on Monday at 8 AM" or "The team will be back in 2 days." This makes the response time feel less robotic and more helpful to the customer.

Katie Harford 11 days ago

I want an option to set an 'active' version or range for changelogs so that Fibi AI only references the latest product updates. Currently, Fibi pulls from all public changelogs, including outdated v1 solutions, which can confuse users. Having a way to mark older changelogs as 'deprecated' or setting a version threshold would ensure Fibi only provides current information.

Daniel Nguyen 12 days ago

Fibi AI currently references outdated v1 solutions from public changelogs. Provide an option to exclude specific changelogs from Fibi's knowledge base to prevent it from providing irrelevant or deprecated information.

Daniel Nguyen 12 days ago

I want tickets to remain visible in the Team inbox even after they have been assigned to an individual team member, as long as the 'Team' field is still set. Currently, assigning a person removes it from the Team inbox, but I believe it should stay there for team visibility until the team field itself is cleared.

Luke Wakefield 16 days ago

I am experiencing significant spam in my Featurebase inbox because the forwarding-based inbound from our Microsoft 365 support mailbox is bypassing Exchange Online Protection. I would like to connect to a Microsoft 365 mailbox via OAuth/Microsoft Graph instead of forwarding, which would allow mail to be filtered by O365 before being pulled into Featurebase.

Doug Seifert 17 days ago

Users need the ability to filter tickets by their ID directly within the Inbox, similar to how 'Assignee' and 'Team' fields are currently filterable. This would enable quick searching for specific tickets by their numerical ID.

Roaa from Lunch Flow 18 days ago

I want Fibi to have voice capabilities so I can get my customers to engage with the bot via voice chat and receive voice responses instead of just text-based interactions. This would provide a more engaging experience for users who prefer voice over text.

DEEPESH LAKHERA 18 days ago

Support channels

I want to be able to trigger the Messenger chat widget to open automatically using a custom link (e.g., a URL parameter or hash like #chat). This would be useful for linking directly to support from emails or other pages.

Rudi 18 days ago

I want to be able to send batch/broadcast emails to specific segments of users (e.g. inactive users on a free tier) to re-engage them and bring them back to the app. Currently, workflows only support chat-based inactivity triggers.

White Bean 19 days ago

I want to be able to set a custom starting number for tickets (e.g., starting at #1000 instead of #1). This is important because I don't want the total number of my conversations to be known by customers.

White Bean 19 days ago