Please tell us what we can do to make Featurebase the best product for you.
In Progress
Manage article access and unpublishing through API and MCP
Control Help Center article visibility and audience access through the API and MCP, and unpublish live articles without deleting them. This would let teams manage access and take outdated content offline from their own tools or AI workflows.
Read Help Center article analytics through API and MCP
Get Help Center analytics through the API and MCP: article views, reactions, and search terms, including searches with no results. This would let teams and AI agents find articles that nobody reads, articles with negative reactions, and missing content, and then keep the Help Center up to date from their own tools.
Update Help Center settings through API and MCP
Change Help Center settings through the API and MCP, such as the display name, title, description, search placeholder, navigation links, and visibility. Today these settings can be read through the API but only changed in the dashboard. This would let teams manage their whole Help Center from their own tools or AI workflows.
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.
In Progress
Disabling the Help Center should also stop article suggestions and public access
Today, "disabling" the Help Center only removes the module from the portal menu (Settings → Branding → Portal menu → Delete). The content itself stays live, so after disabling it customers still see: Articles suggested during ticket and conversation creation. Articles reachable and indexable on the public Help Center URL. The expectation is that deactivating a module makes its content and all linked functionality inactive, in one action. Requested behaviour A single workspace-level switch that takes the Help Center fully offline: no article suggestions in the Messenger or ticket forms, no public article URLs, no search-engine indexing. Apply the same principle to the other modules, so turning one off never leaves a surface still serving its content. Make the current behaviour explicit in the interface, since the existing control is a navigation change rather than a content switch. Current workarounds are partial: the Messenger Help module and article search card can be turned off individually in Settings → Support → Messenger → Customization, and articles can be restricted to Team members one at a time, which removes them from suggestions and search indexing but cannot be applied in bulk. Raised by a customer evaluating Featurebase who deactivated the Help Center and found the articles still active.
Support IP whitelisting for API spec fetching
Provide static IP addresses that organizations can whitelist so Featurebase can fetch API specs from URLs protected by IP restrictions.
Option to hide article action options
Add an option to toggle off article action options from user view in the help center to reduce clutter and prevent users from getting wrong answers via AI tools.
Segment-based access for individual API reference sections
Allow admins to restrict individual API reference sections or endpoints to selected user segments, like Help Center articles and collections. This lets teams keep some API documentation public while limiting other parts to specific users, without restricting the entire API version.
Help Center editor no longer allows text colors or highlights
The redesigned Help Center editor removes the Text color and Highlight text controls without a replacement. Users can no longer apply or change this formatting through the toolbar. Previously, both controls were available when selecting article text. Restore them or provide equivalent controls. Existing colored content remains supported.
Help Center-wide snapshot and versioning
Provide snapshotting or versioning for the Help Center as a whole, not just per-article history. Article-level version history already exists, but there is no way to restore the entire knowledge base after a destructive change. Broader team access combined with irreversible deletion makes an accidental mass wipe unrecoverable.
More text formatting options in Help Center articles (color, size, highlight) for accessibility and branding
Requested on a demo call: more color options, text sizing, and a highlight option for Help Center article text. This matters both for branding consistency and for ADA/accessibility compliance, since the current color options are limited.
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/
Open specific article directly in the app as modal or in messenger
We currently use helpscout and they have a nice option to open a specific knowledge base article using various display styles: modal, in the messenger, etc. Read more here: https://developer.helpscout.com/beacon-2/web/javascript-api/#beaconarticle This allows us to surface relevant help articles directly within our product, one-click away. It is a must have for us before we can migrate our help center to Featurebase.
Custom font size range (~10-48pt) in Help Center article editor, independent of heading levels
Add the ability to set a specific text size (roughly 10pt to 48pt) on any text selection in the Help Center article editor, independent of the H1/H2/H3 heading levels. Today, text sizing is tied to heading levels only \u2014 there's no way to bump body text up or down a couple of sizes for emphasis or readability the way most text editors (including Zendesk's) allow. Related: there's also an existing request for full colour-wheel/hex selection in the same editor (https://feedback.featurebase.app/p/helpdocs-color-palette) \u2014 both come from the same underlying need for finer text formatting control when producing reader-friendly articles. Raised during an active enterprise trial migrating from Zendesk (iClassPro).
Help Center session count & average session duration metrics
Add session-level metrics to Help Center analytics \u2014 specifically number of sessions and average session duration, similar to what Zendesk's Self-service dashboard provides. Current Help Center analytics cover unique visitors, top pages, traffic sources, devices, and browsers, but there's no session-based reporting today. Teams migrating from Zendesk rely on these numbers for their existing self-serve support reporting and need parity to switch over confidently. Raised during an active enterprise trial migrating from Zendesk (iClassPro).
Let readers/staff flag incorrect translations on Help Center articles, with a review queue
We need a way for staff or readers to flag an incorrect translation on a published Help Center article, plus a dashboard view where flagged items can be reviewed and actioned by the content team. Today, fixing a bad AI translation relies on someone noticing it and knowing to manually go correct that specific locale in the editor \u2014 there's no in-context flagging mechanism or a queue to triage reported issues. Raised during an active enterprise trial evaluating multilingual Help Center rollout (iClassPro).
Advanced playback options for native videos in Help Center
I need the ability to hide video controls, enable autostart, and loop native video files uploaded directly into Help Center articles. This would allow for more dynamic and seamless content presentation without requiring external embeds or GIFs for simple animations.
Support 9:16 vertical video aspect ratio in Knowledge Base
Allow video players in Knowledge Base articles to adapt to 9:16 vertical videos without pillarboxing (black bars on the sides), making it easier to display mobile app guides and walkthroughs.
I would like to be able to archive help articles I no longer need but want to be able to reference
Currently, if I have an article that needs to be pulled from the public knowledge base, my only options are to leave it, delete it, or unpublish it. Unpublished articles clutter up my drafts—preferred solution would be that “drafts” are only for new articles or ones I’m actively updating, NOT for my archived material. I don’t want to delete because sometimes I need to refer back to specific language or analytics. Thank you for considering!
Allow users to report translation errors
Provide a simple tool for readers to report translation errors in the help centre. These reports should then be visible in an actionable inbox.