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Reports

Use Featurebase Reports to spot changes, understand what drives them, and share customer service insights with your team.

Reports overview

Get a holistic view of your support operation - the built-in Overview report tracks volume, Fibi AI Agent impact, team speed, and CSAT.

Holistic overview report

Understand how Featurebase reporting data is organized, what each reporting dataset represents, and how to access it.

Reporting datasets

Look up every Featurebase Reports metric and attribute, including definitions, timestamps, aggregations, available uses, and datasets.

Reporting metrics & attributes

Report templates

Use the built-in Conversations report template to track conversation volume, replies, closures, channels, and your busiest hours in Featurebase.

Conversations reporting

Measure Fibi AI Agent deflection, resolution, escalations, handoffs, and customer satisfaction with the built-in Fibi AI Agent report template.

Fibi AI Agent reporting

Track how quickly your team replies to and resolves conversations with the built-in Responsiveness report template in Featurebase Reports.

Responsiveness reporting

Measure how well your team resolves conversations in Featurebase Reports - first-contact closes, replies to close, reassignments, and assignment speed.

Effectiveness reporting

Track surveyed CSAT in Featurebase with the Customer Satisfaction report template: scores, ratings, remarks, and survey request and response rates.

Customer Satisfaction reporting

Track SLA hits, misses, and breaches with the SLAs report template - miss rate at a glance, performance by target type, and response speed after a miss.

SLAs reporting

See how each teammate performs in Featurebase Reports - response speed, handling time, per-active-hour productivity, and CSAT.

Teammate Performance reporting

Track each team's workload, responsiveness, and resolution speed in Featurebase Reports with the built-in Team Inbox Performance template.

Team Inbox Performance reporting

Track how many conversations get tagged, which conversation tags are used most, and how tag volume trends over time in Featurebase Reports.

Conversation Tags reporting

See how your team uses Copilot - assisted conversations, questions asked, copied answer rates, and which content powers its answers.

Copilot reporting

Track ticket volume, time in each state, and resolution speed across teams and teammates with the built-in Tickets report template.

Tickets reporting

Custom reports

Build a custom report in Featurebase with your own charts, metrics, filters, and breakdowns to answer questions the built-in templates don't.

Create a custom report

Learn which chart types custom reports support and how to configure metrics, aggregations, breakdowns, comparisons, and display options.

Custom report chart types and options

Troubleshoot unexpected custom report results in Featurebase Reports, including mismatched numbers, missing data, filters, breakdowns, durations, and CSAT.

Troubleshooting custom reports

Sharing & exporting

Control who can see, explore, and edit your saved reports with private defaults, teammate and role sharing, and three access levels.

Report sharing and access controls

Create a public link that shares a read-only snapshot of a report with execs, clients, and stakeholders outside your Featurebase workspace.

Share reports externally

Send Featurebase reports to teammates, roles, and external email addresses on a recurring schedule, as read-only report snapshots.

Schedule report delivery

Export your Featurebase reports data as CSV - download chart data, export full datasets with filters and columns, and schedule recurring exports.

Export your reporting data

FAQs

Open drill-in on any report chart to see the rows behind the number - filter, sort, choose columns, preview conversations, and export to CSV.

Explore report data with drill-in

Choose the right teammate or team filter in Featurebase Reports - dynamic, currently assigned, replied, closed, handled, rated, or SLA-attributed.

Teammate filters in reports

Learn how office hours affect duration metrics in Featurebase Reports and when to use All hours or Within office hours.

Office hours in reporting

Troubleshoot Reports data, metrics, filters, permissions, sharing, and exports, including missing, changing, or mismatched results.

Reports FAQs

Ask AI or search our help articles to find an answer to your questions.

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Leave us feedback

Latest updates

API docs

System status

Best steps on getting started with Featurebase.

Getting Started

Get familiar with Featurebase and all of the basic concepts. 

Featurebase overview 

How to invite teammates to your Featurebase workspace.

Invite your team

This is your one-stop guide to getting started with collecting and organizing feedback with Featurebase.

Collect & manage feedback

This is your one-stop guide to getting started with the support inbox to help your customers from anywhere and automate support with AI.

Support your customers

This is your one-stop guide to publishing a Help Center with Featurebase.

Set up the Help Center

This is your one-stop guide to getting started with sharing product updates with Featurebase.

Share product updates

This is your one-stop guide to getting started with surveys in Featurebase.

Run surveys

Learn the difference between a public and a private portal in Featurebase and which one is right for you.

Public vs private portal

Overview of all integrations in Featurebase and what you can do with them.

Integrate with other tools

Get familiar with Featurebase through demos.

Academy

Explore the advanced capabilities of Featurebase with demos.

Explore demos

Centralize user feedback, identify impactful product opportunities, and scale faster by building the right features.

Feedback & Roadmap demos

Keep users updated & increase new feature adoption with product changelogs.

Updates demos

Run surveys to measure customer satisfaction & capture feedback.

Survey demos

Provide users with an AI-powered Help Center to get them to the answers they need, fast, and cut down your support loads.


Help Center demos

Bruno from Featurebase

Support customers across channels, resolve issues with AI, and manage tickets in one Inbox.

Help Desk

Inbox

Support your customers from anywhere with a unified Inbox and automate support with powerful AI agents.

Inbox overview

Setup

Managing

Automation

Copilot

Other

Channels

Messenger

Email support

Conversations

Handling

Best practices

Tickets

Overview of tickets, when to use them, and how they compare to conversations.


Tickets overview

Getting started

Automate

Fibi AI Agent

Learn more about Fibi AI Agent and how it can help your team automate support, repetitive tasks, and workflows.

Fibi AI Agent overview

Your one-stop guide to customizing and managing the Fibi AI agent to automate your support.

Set up & customize the Fibi AI agent

Learn to add additional training data that Fibi AI Agent can use when answering customers.

Custom training content for Fibi AI Agent

Power up Fibi with custom actions to extend trials, update account information, get custom data, etc..

Custom Fibi Actions

Automatically classify support conversations with Fibi AI and use detected values in Workflows, filters, and reporting.

Fibi AI Attributes

Deploy

How a customer’s language is determined in conversations for Fibi AI Agent and Workflows.

Automatic language detection in conversations

Improve Fibi's AI-generated answers for the future.

Improve Fibi's AI answers

Use detected Fibi AI Attribute values to branch Workflows, route conversations, and organize your Inbox.

Use Fibi AI Attributes in Workflows & Inbox

Automate repetitive support tasks for customers and agents with a no-code visual builder.

Workflows

Create Workflows to automate your support at scale. Automate processes for your customers and teammates with our drag-and-drop visual builder.

Workflows overview

Get started with building your Workflows with ease in a visual canvas.

Getting started with workflows

Understand all of the building blocks that power your workflows.

Workflows block library

Triggers

Building

Optimizing

Templates

Access Featurebase support conversatioins on-the-go from iOS or Android devices.

Featurebase Mobile App

Robi Rohumaa

Collect feedback, prioritize what matters, share roadmaps, and close the loop with updates.

Feedback

Feedback Portal

Feedback Portal is where your users submit feedback, upvote others’ posts, and comment on them.

Feedback Portal overview

Feedback Boards

Privacy controls

Get an overview of how many posts, comments, and votes happen each day/week/month,

Feedback Analytics

Here's how to completely disable the Feedback Portal view from being shown to your users.

Disabling the Feedback Portal

Learn to edit & publish your public product roadmap to show users what you're working on.

Roadmaps

Publish your product roadmap to visualize everything that you are working on.

Roadmaps overview

Everything on how to set up & customize roadmaps to suit your requirements. 

Creating & editing roadmaps

Make your Roadmap accessible only to authenticated end-users and limit the access of specific roadmaps to select user groups.

Roadmap privacy controls

Different methods of embedding the roadmap to your app, website, and product.

Sharing your roadmap

Here's how to completely disable the public roadmap view from being shown to your users.

Disabling the public roadmap

In-App Feedback

Overview of all embeddable widgets in Featurebase and what you can do with them.

What are in-app widgets?

Embed a simple feedback widget in your app to start gathering feedback.

Feedback Widget

Embed the Feedback Portal directly into your web page or app to allow users to submit feedback, vote on features, and view the Updates page.

Embedded Feedback Portal

Managing feedback

Organizing & Prioritizing

Posts

Voting

Communication

You can choose to notify all upvoted users of any status changes you've made to their post!

Status updates & emails

Learn how comments & replies work and what function do they serve in Featurebase.

Commenting

We'll email upvoted users when you comment on a post or anyone replies to theirs!

Commenting Emails

Once new feedback is submitted to your board, we'll send you an email about it!

New post emails

Create private comments for internal communication and notes between Featurebase admins.

Creating internal/private comments

Learn to disable commenting on a specific post.

Disabling comments on a post

Disable comment notifications to your Featurebase inbox if the comment is not directed at you.