Updates

We’ve improved the entire Customer Portal, making it easier for customers to find answers, share feedback, follow their requests, and now even explore your API docs – all in one place.

One connected Customer Portal

Your Support, Help Center, Feedback, and Updates now come together in one portal with shared navigation.

Customers can find what they need with unified search, or use Ask AI to get answers with links to the sources.

API documentation

Featurebase now natively supports API docs alongside your help articles, with support for:

• OpenAPI imports from a file or URL, plus updates from your build pipeline

• Code examples and an interactive playground for testing requests

• Multiple APIs and versions, with change review before publishing

API docs are available starting from the Free plan, including the playground. If you use Fibi, it can now answer questions from your published API docs too.

Get started today →

A redesigned Help Center

A new layout and rebuilt editor make your docs easier to organize, write, and browse.

• Organize your Help Center into tabs for different sections

• Build richer articles with cards, content tabs, steps, and accordions

• Guide readers with previous/next navigation and related articles

• Let readers copy articles as Markdown or open in ChatGPT and Claude

Configure your Help Center →

Make it yours

Make the portal match your brand with:

• Different fonts, including your uploaded custom fonts

• More color controls for light and dark themes

• A footer with social links and links to your other pages

You can now also always see your changes as you edit.

Customize your Customer Portal →

New user profiles

Customers can now see their requests, tickets, and chats in one place, with clear statuses and recent replies. Now it’s easier to know where their issues stand.

And much more

• Choose which customer sign-in methods are available

• Make your docs easier for AI tools to navigate with llms.txt

• New Updates feed with discussions in a side panel

• Suggest an existing request or a relevant answer before customers submit new feedback

• Choose where private support requests go, including an external help desk or email

We’re super happy to finally bring Featurebase together into one home for your customers. From here, we’ll focus on polishing each area and making them work even better together.

As always, leave us feedback! 💫

We rebuilt Featurebase Mobile from scratch to become the best mobile app in customer support market - fully native, purpose-designed for the conversations that can't sit until morning.

They’re faster, smoother, and designed specifically for mobile, giving you a polished support experience wherever you work.

Alongside managing support Conversations, you can now directly:

• Use Copilot to draft replies and research questions

• View Users and Companies with their data and previous Conversations

• Track Fibi AI performance from the new Fibi tab

• See relevant notifications in one place from the new Activity tab

• Switch between multiple Featurebase Workspaces

Learn more and download it today for iOS and Android!

You can now keep up with new support work, feedback changes, and customer responses directly in Slack, without having to check Featurebase or email.

Choose personal Slack DMs for notifications relevant to you, or create shared channel routes for Workspace activity across your Inbox, feedback, Updates, and Surveys.

Get personal notifications in Slack DMs

Each teammate can connect their Slack account to Featurebase and choose which notifications to receive:

• Conversation activity, new replies, and mentions

• Ticket status changes and SLA breaches

• Feedback assignments and status changes

• Feedback comments, replies, and mentions

These preferences are separate from desktop, email, and mobile notifications. Each alert links back to Featurebase.

Send updates to shared Slack channels

You can also route notifications to the right public channels so your customers and team can stay updated or discuss notifications together:

• New feedback posts and status changes, with optional board filters

• New Conversations and Tickets that need human attention

• Published Updates

• New Survey responses

Create multiple routes to keep different events in separate channels.

Set up Featurebase notifications in Slack →

Keep personal alerts focused and shared channels updated for triage, without custom workarounds!

And as always, leave us feedback! 💫