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Helpdesk

Fully bring the Featurebase messenger experience to your Microsoft teams and provide support seamlessly to users wherever they are.<ul><li>Answer to customers in Microsoft Teams thorugh Featurebase inbox interface</li><li>Create posts from requests in Microsoft Teams automatically</li></ul>etc.

In Review

Microsoft Teams integration for support module

Markus from Featurebase

Currently, custom fields marked as <code>internal: true</code> in ticket settings still appear in the system "Your ticket has been submitted" confirmation email sent to customers.The <code>internal</code> flag controls UI and form visibility correctly, but it does not carry over to the email template renderer. This means sensitive or technical fields like error types, user agents, Sentry events, and auth data end up visible to customers in the submission email even when they are explicitly marked as internal.Requested behavior: any custom field with <code>internal: true</code> should be excluded from all customer-facing system emails, including the ticket submission confirmation.Workaround today: teams have to set <code>skipNotifications: true</code> on ticket creation and send their own confirmation email from their backend, which adds unnecessary complexity for a flag that should already signal "don't show this to the customer."

Honor internal: true in customer notification emails

Matt Webster

Fully bring the Featurebase messenger experience to your Discord channel and provide support seamlessly to users wherever they are.<ul><li>A bot in Discord that can respond to customers’ requests</li><li>Sync posts between discord forum and Featurebase</li><li>Answer to customers in Discord from FB messenger and post comments interface</li></ul>etc.

Discord integration for support module

I would like the AI Agent to automatically generate drafts for every incoming email in the Support Inbox, without requiring manual activation (such as CMD/CTRL+K or clicking the lightning bolt icon). This would significantly improve efficiency by eliminating the need for constant manual triggers.

Ready-made AI drafts for all incoming conversations

Simon van beldoo

Start a conversation with the support chat from a feedback post

Start a live chat conversation with users from a feedback post

Tommy Giesbrecht

When Fibi triggers a handover aka requests for a human, then I’d like to display a custom message.

[Workflow Trigger] Trigger for Handover initiated by Fibi

DEEPESH LAKHERA

I want to be able to see a history or log of which workflows have triggered and their execution status (success/failure). This would help with debugging and understanding which automations are running in the chat.

Workflow Execution History & Logs

Arina ZenCreator

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.

Improved Help Article Sharing

Mike Haze

Support embedding Messenger on iOS and Android mobile apps

Support embedding Messenger on mobile apps

Allows end-users to download transcript from the Messenger

The old All-In-One widget lets users submit feedback and new ideas directly from the widget. We’ve configured it so there’s a button for new ideas and to submit issues. Currently, the new support widget home cards do not support this, so we would lose this key capability if we switch over.

Feedback Card for Messenger

Alex Z

<ul><li>Be able to choose speicif URLs where customers can only start conversations<ul><li>For example, the conversation starting button is only shown when visitor is on the /book-demo page</li></ul></li><li>Be able to define segments or certain users via attributes that can start the conversations<ul><li>For example, they have to match the paying customer segment</li></ul></li><li>Let visitors start a conversation after a 😞 reaction in Help articles<ul><li>Add a toggle to the Inbound volume tab in the settings to allow users who reacted 😞 to an article to start a conversation even if they otherwise wouldn’t have that access</li></ul></li></ul>

Control who can see & start conversations in the Messenger widget

Integrate with WhatsApp Business to enable it as a support channel within Featurebase, allowing users to receive and manage support requests via WhatsApp.

WhatsApp Business ile entegre ederek Featurebase içinde bir destek kanalı olarak etkinleştirin ve kullanıcıların WhatsApp üzerinden destek taleplerini almasına ve yönetmesine olanak tanıyın.

Destek için WhatsApp Entegrasyonu

WhatsApp Integration for Support

Indigo Coral

You can already <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://help.featurebase.app/en/articles/6372175-importing-your-help-center">migrate the Help Center from Zendesk</a>, but users would also like to migrate tickets.

Automated conversations migration from Zendesk

We use Intercom + Linear today linking conversation to Linear issues. This allows reopening the conversation when the issue is updated and keeping the CS team up to date with every status. If we could do this in Featurebase, we would move our support here.

Linear Integration with support conversations

Santiago Romero

Currently, outgoing support emails in Featurebase automatically use the individual team member’s name as the sender. For our use case and likely many others we prefer all support emails from the support inbox to show a generic sender name (e.g., “Support {Organization}”), rather than an employee’s name.Could you add an option to customize and set the sender name for support inboxes, so all outgoing messages display the desired team or company name instead of the personal user’s name?Thank you for considering this improvement!

Customizable sender name for team inbox

<ul><li>I don’t want to open any chats, I want to search for an article and get an answer summary right in the search bar</li><li>We have this feature and unique advantage already, we should do it…</li></ul>

AI help center search support in widget

I would like the workflow action to have multi-language support, so it's possible to enter text in multiple languages, such as Dutch and English, i.e. adding translations.

Multi-language support for Workflows

Printwebwinkel

I need to duplicate my flow to create variations for non-users.Duplicate workflows for variation or seasonal changes would also be a use-case.

Allow duplicating workflows

Piers Montgomery

Add User tags and User segments sections under the conversation details panel, and allow assigning user tags right from the inbox.Adding tags would enable support people to tag customers with relevant tags, like “Ask testimonial” or “High priority” straight from the conversation inbox.Seeing user segments would enable support teams to see whether a customer is part of any segments that they’ve created.

Add User Tags & User Segments to Conversation details panel

A couple of use cases I have:<ol><li>End user reports an issue which requires opening a support thread with another provider, it’d be helpful to see both conversations in one place.</li><li>Some providers (like Stripe) send a new email on every reply, rather than using the same email thread, which introduces a lot of clutter in the inbox with every reply.</li></ol>

Support merging conversations / tickets

Amr from Lunch Flow

All email leads are identified as "customers" instead of "leads". Workflows are not working properly because everyone from email are considered a customer.

ASAP

All email leads are identified as "customers" instead of "leads"

Currently when opening a short changelog release in the Messenger widget, it extends all the way leaving an awkward-looking space.Adjust the changelog card lenght in the messenger according to it's lenght.<video data-width="100%" data-align="left" data-featurebase-content-key="eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJvYmplY3RLZXkiOiIwMTlhMDNkMC1kZDZkLTc0NWQtYjZjYy1iMTEwNDU5ODgxZTYiLCJ0eXBlIjoidmlkZW8tdXJsIiwicmVzb3VyY2VJZCI6IjY4ZjZiY2UwNmYxZGM3NDM0MjdjZDBmMiIsInJlc291cmNlVHlwZSI6InBvc3QiLCJvcmdJZCI6IjVmZWJkZTEyZGM1NmQ2MDAxMmQ0N2RiNiIsImlhdCI6MTc2MTAwMDY3Mn0.6RA2HTicyuMuhAyQ-MS1JZTn3VwrBDDS1xxZE3HTq8Q" src="https://5febde12dc56d60012d47db6.featurebase-attachments.com/c/videos/eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJvYmplY3RLZXkiOiIwMTlhMDNkMC1kZDZkLTc0NWQtYjZjYy1iMTEwNDU5ODgxZTYiLCJleHAiOjE3ODU5Mjc2MDAsInR5cGUiOiJ2aWRlby11cmwiLCJvcmdJZCI6IjVmZWJkZTEyZGM1NmQ2MDAxMmQ0N2RiNiIsInJlc291cmNlSWQiOiI2OGY2YmNlMDZmMWRjNzQzNDI3Y2QwZjIiLCJyZXNvdXJjZVR5cGUiOiJwb3N0In0.2-h_qELd7wySPg9_y9hQThIZED5LwUMm7Dvp_OS0ZyA/manifest.mpd"></video>

Changelog card lenght bug in Messenger

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.

Add 'Fibi closes a conversation' workflow

Lima

<ul><li>Either don’t allow adding more than 3 articles, since over that, the Messenger doesn’t show, or…</li><li>Allow adding more than 3 articles and support this in the Messenger…</li></ul><img data-width="100%" data-align="left" data-featurebase-content-key="5febde12dc56d60012d47db6/post/68a88bcbcbe073e491352ce8/0198d25f-74f6-7f50-a9a3-4ebcc4c892c1/b64u-Q2xlYW5TaG90IDIwMjUtMDgtMjIgYXQgMTguMjAuNDgucG5n.png" src="https://5febde12dc56d60012d47db6.featurebase-attachments.com/c/post/68a88bcbcbe073e491352ce8/0198d25f-74f6-7f50-a9a3-4ebcc4c892c1/b64u-Q2xlYW5TaG90IDIwMjUtMDgtMjIgYXQgMTguMjAuNDgucG5n.png?X-Amz-Expires=3600&amp;X-Amz-Date=20260805T100000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260805%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=23001dd050068fa0ce9f6f37f7081205cdb3e431d4ad4e98cf76f58600cebf86" data-featurebase-content-filename="CleanShot 2025-08-22 at 18.20.48.png">

Messenger widget featured articles bug!

Fully bring the Featurebase messenger experience to your Slack channel and provide support seamlessly to users wherever they are.<ul><li>A bot in Slack that can respond to customers’ requests</li><li>Create posts from requests in slack automatically</li><li>Answer to customers in Slack from FB messenger interface</li></ul>etc.

Полностью интегрируйте мессенджер Featurebase в свой канал Slack и обеспечивайте бесперебойную поддержку пользователей, где бы они ни находились.<ul><li>Бот в Slack, способный отвечать на запросы клиентов</li><li>Автоматически создавайте сообщения в Slack на основе запросов</li><li>Отвечайте клиентам в Slack прямо из интерфейса мессенджера Facebook</li></ul>и т. д.

Интеграция со Slack для модуля поддержки

Slack integration for support module

Automatically scan incoming messages for phishing, malware, and suspicious links. Flag high-risk messages to a Spam folder, allow marking as “Not spam” to restore, and auto-delete spam after a set time.

Spam folder + automatic spam filtering for Inbox

There should be an option to make a <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://help.featurebase.app/en/help/articles/4910121-conversation-data-attributes-cvdas-in-the-inbox">CvDAs</a> required to not let a teammate close the conversation before the attribute is populated.

Require Conversation attributes (CvDAs) before closing

<img data-width="100%" data-align="left" data-featurebase-content-key="5febde12dc56d60012d47db6/post/682ca3a93d761cbcc70376be/0196ee5e-042e-75d0-bb52-f6de20faa3a5/b64u-aW1hZ2UucG5n.png" src="https://5febde12dc56d60012d47db6.featurebase-attachments.com/c/post/682ca3a93d761cbcc70376be/0196ee5e-042e-75d0-bb52-f6de20faa3a5/b64u-aW1hZ2UucG5n.png?X-Amz-Expires=3600&amp;X-Amz-Date=20260805T100000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260805%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=a86e662a93a740488cae6ab43095d041b4ab386ab672c20ab5b712f11253b8ae" data-featurebase-content-filename="image.png"> I believe there is a bug that is not allowing me to edit “Background Color“ or “Primary Color“ for both light and dark modes in the Customization → Styling tab. When I put my cursor in either text box, I cannot edit the existing hex colors.

Cannot Edit Background and Primary Colors

Chad McGuire (Sparrow Intel)

We already have a “<a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://help.featurebase.app/en/articles/0496161-prevent-replies-after-you-close-a-conversation">prevent visitors from replying to closed conversations</a>” setting for the Messenger, but there should also be a separate option for tickets.

Setting to prevent replies to closed tickets

I want to be able to reuse complex conditions (like a saved segment or a group of filters) across different workflows. For example, if I have a condition like 'email contains any of 6 definitions', I don't want to have to recreate that logic in every single workflow. It would be much easier to just select a 'Segment' or a 'Saved Condition' as a branch criteria.

Reusable conditions / Segments in Workflows

I want to use CVDAs to create conditional logic in the Workflows branch conditions and trigger settings to route conversations differently based on attribute values.

Use as CvDAs as conditions/filters in Workflows

Update: the support platform is now out of closed beta and available for everyone! You can enable it from <a target="_blank" rel="noopener noreferrer nofollow" class="dark:hover:underline decoration-indigo-400/60 link" href="https://auth.featurebase.app/choose-org?redirect=/settings/support/general">Settings → Support → General</a>.<img data-width="100%" data-align="left" data-featurebase-content-key="5febde12dc56d60012d47db6/post/6705690ac3d5e652609dd482/01966814-0178-7163-bcdd-537f07f128d9/b64u-aW1hZ2UucG5n.png" data-featurebase-content-filename="image.png" src="https://5febde12dc56d60012d47db6.featurebase-attachments.com/c/post/6705690ac3d5e652609dd482/01966814-0178-7163-bcdd-537f07f128d9/b64u-aW1hZ2UucG5n.png?X-Amz-Expires=3600&amp;X-Amz-Date=20260805T100000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260805%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=a2f49255316ddaa6526d59c1dfea8261d3c94ffb2ceba8874665a1217a0e87d1">

Μονάδα ζωντανής συνομιλίας &amp; γραφείου βοήθειας

Live chat & help desk module

Uuendus: tugiteenuse platvorm on nüüd väljunud suletud beetaversioonist ja kättesaadav kõigile! Saad selle sisse lülitada menüüs <a target="_blank" rel="noopener noreferrer nofollow" class="dark:hover:underline decoration-indigo-400/60 link" href="https://auth.featurebase.app/choose-org?redirect=/settings/support/general">„Seaded“ → „Tugi“ → „Üldine</a>“.<img data-width="100%" data-align="left" data-featurebase-content-key="5febde12dc56d60012d47db6/post/6705690ac3d5e652609dd482/01966814-0178-7163-bcdd-537f07f128d9/b64u-aW1hZ2UucG5n.png" data-featurebase-content-filename="image.png" src="https://5febde12dc56d60012d47db6.featurebase-attachments.com/c/post/6705690ac3d5e652609dd482/01966814-0178-7163-bcdd-537f07f128d9/b64u-aW1hZ2UucG5n.png?X-Amz-Expires=3600&amp;X-Amz-Date=20260805T100000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260805%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=a2f49255316ddaa6526d59c1dfea8261d3c94ffb2ceba8874665a1217a0e87d1">

Reaalajas vestlus ja klienditoe moodul

Module de chat et d'assistance en ligne

Completed

Bruno from Featurebase

Make support reporting more advanced &amp; add more support metrics including:<ul><li>Reopen rate - the percentage of conversations that users reopened</li><li>Agent Handling Time / Active Work Time - the total time an agent actively worked on a conversation (read, responded, updated status, added comments)</li><li>One-touch tickets - tickets that were resolved after only one interaction (one agent message), without further clarification or repeated user requests.</li><li>Chats missed is a metric that shows the number of incoming chats that agents did not respond to in time or did not respond to at all.</li><li>CSAT (Customer Satisfaction survey results)</li><li>SLA breach rate and compliance</li><li>Distribution by product area or label/tag</li><li>Volume and breakdown by company, customer segment/tier</li></ul>AI-powered insights:<ul><li>Automated sentiment/theme clustering</li><li>Volume and trend detection</li></ul>

Advanced support reporting & analytics

Users should have the ability to automatically send a CSAT survey to a contact immediately after a conversation is closed. This would streamline the feedback collection process and provide timely insights into customer satisfaction with support interactions.

Automate CSAT survey after conversation closure

Silver Scone

Would be nice to answer support tickets on the go and all that

Mobile app for the Support Platform

We’d need the ability to bulk export multiple chat conversations to analyze trends, identify frequently asked questions, and understand inquiries related to specific modules. This would allow for better insights into customer interactions and product areas.

Bulk export support conversations for analysis

Support Team

Set up custom automations and workflows based on the rules you define, like:<ul><li>Assigning chats automatically to the correct teammates / teams</li><li><a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://feedback.featurebase.app/p/auto-close-abondoned-workflow-conversations-setting">Auto-close conversations</a></li><li><a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://feedback.featurebase.app/p/service-level-agreements-slas">SLAs</a></li><li><a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://feedback.featurebase.app/p/automated-follow-up-from-fibi-to-see-if-customer-got">Automatic follow-up questions from Fibi</a></li><li><a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://feedback.featurebase.app/p/email-ticket-autoreply">Email ticket autoreplies</a></li><li>etc</li></ul>

Workflows & automations for the Support Platform

Support module webhooks can help teams create custom notification and actionable systems around the module. This can help reduce response times and ensure that all conversations are handled well.Supported events<ul><li>Conversation is started</li><li>Message is received</li><li>Reply is sent</li><li>Conversation is resolved</li><li>Handover requested</li></ul>Potential usage<ul><li>Custom notifications (i.e., Teams, Slack Discord) for specific events</li><li>Custom use of AI to process feedback and auto-create Linear issues</li><li>Track conversations in external tools (i.e., Linear, Planner, Asana)</li></ul>Requested data in event (beyond the obvious)<ul><li>Link to open conversation in support module</li></ul>

Support Module Webhooks

Implement a general email-to-ticket system within Featurebase. This system should allow users to connect any support email inbox. Incoming emails to this inbox would automatically create new 'tickets' within Featurebase, each assigned a unique, sequential ticket ID. This functionality would enable teams and clients to easily reference specific support inquiries (e.g., "As a followup of ticket #123"), streamlining communication and potentially replacing the need for a separate, expensive ticketing system.

Implementieren Sie ein allgemeines E-Mail-zu-Ticket-System innerhalb von Featurebase. Dieses System sollte es Benutzern ermöglichen, jeden beliebigen Support-E-Mail-Posteingang anzubinden. Eingehende E-Mails an diesen Posteingang würden automatisch neue „Tickets“ in Featurebase erstellen, denen jeweils eine eindeutige, fortlaufende Ticket-ID zugewiesen wird. Diese Funktion würde es Teams und Kunden ermöglichen, leicht auf bestimmte Supportanfragen Bezug zu nehmen (z. B. „Als Folge von Ticket Nr. 123“), wodurch die Kommunikation optimiert und möglicherweise die Notwendigkeit eines separaten, teuren Ticketingsystems ersetzt würde.

Ticketingsystem mit eindeutigen öffentlichen IDs

Ticketing system with unique public IDs

Amber Sandwich

Customizing the sender signature for support emails

We would need to have API support for the Support Platform, allowing us to create custom forms for our customers to submit requests through, which we could sync to Featurebase Inbox.

API for support platform

Klem (FulGaz)

Be able to create different custom views for the support inbox based on filters like:<ul><li>Assignees</li><li>Customer segments</li><li>Conversation tags</li><li>Conversation data attributes</li><li>Conversation topics</li><li>etc.</li></ul>Also you should ideally be able to use custom synced data to create views.

Customizable inbox views

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Improved

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