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Ticketing system with unique public IDs

Helpdesk
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.
Post type
💡 New feature
What part of Help Desk?
Posted by Amber Sandwich ·
Status: Completed11 comments

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Comments11

  • Markus Palm changed status to Completed
    Team•

    Apr 14

    Pinned

    Super excited to announce that Tickets in Featurebase are live now! 🎟️

    Works out of the box with Workflows, SLAs, multi-brand, AI translations, API & integrations like Linear & Jira.

    Comes with:

    • A public Ticket Portal next to your Help Center & Feedback board

    • Tickets tab in the Messenger widget

    • Automatic emails for status changes

    • And much more

    Video + full changelog here →

  • Markus Palm

    Team•

    Mar 18

    Pinned

    Quick update - the ticketing feature is coming along well, and we’re aiming to get it out in the next few weeks!

    Tickets let you resolve complex issues that go beyond a quick reply, without losing conversation context or switching tools. It will be one of the most advanced ticketing products on the market and play together well with the existing Featurebase features.

    Here's what's supported on day 1:

    • Customer Tickets - convert any conversation into a ticket with one click, track progress with ticket states, and keep customers updated automatically

    • Back-office Tickets - assign internal teams a separate ticket with private notes while keeping full conversation context accessible

    • Tracker Tickets - manage a widespread issue affecting multiple customers from a single ticket, and share updates to all of them at once

    You'll also get custom ticket states, integrations with Linear & Jira, and full support for Workflows, SLAs and a lot more!

    Managed to get some quick sneak peeks from the team (still needs some polishing)👇

    The inbox view for tickets:

    Many more CMD+K capabilities:

    Emails about ticket status updates:

    Super excited for this - will keep you updated! :)

  • Chris Attardo

    •

    Dec 3, 2025

    • This would be ideally for Chat messages as well

    • A dashboard reviewing all of the open, snoozed, closed tickets would be very helpful as well

      • potentially within the Analytics Module?

  • James Gianoutsos

    •

    Jan 3

    •

    Merged request

    •

    3 votes

    Show Conversation ID to users in the Messenger widget conversation/s

    Allow customers to see the unique Conversation ID directly in the Messenger widget (and ideally in related emails), so users can reference a clear “ticket number” when following up or talking to their internal teams, similar to how Freshdesk and other helpdesk tools expose ticket IDs.

    • Matt Green

      •

      Nov 20, 2025

      To add - this is critical to our process for support and preventing me approving migration of our support ticket system to Featurebase. If we could have a way of adding this to the Workflow response in the same way we’re able to add “Show expected response time” , that would be perfect. An option to “Provide users with their Coversation/Ticket ID” option in that dropdown I could go live tomorrow :)

    • Rose Exoplanet

      •

      Dec 29, 2025

      •

      Merged request

      •

      1 vote

      Public Ticket IDs for Support Conversations

      I want the ability for customers to see and reference a unique Ticket ID for support conversations. We are moving from Freshdesk, and our enterprise customers are used to referencing their support tickets by a specific ID. This is important for their internal tracking and communication with us.

  • Team Param

    •

    Mar 12

    This is a crucial feature for our ticketing system. Customers raise tickets via a specific email address and it should automatically create a new ticket in FeatureBase.

  • Weiguang Fan

    •

    Apr 12

    I can already see ticketing feature from our featurebase dashboard. However, when can we access apis for ticketing?

    • Bruno H

      Team•

      Apr 13

      Hey Weiguang Fan, the ticketing feature has been soft-launched and the API is already available!

      You can find the documentation for it here: https://docs.featurebase.app/rest-api/tickets

      Let me know if you have any questions. :)

      • Weiguang Fan

        •

        Apr 13

        Thank you! Is there an API to convert an existing conversation to ticket? So we can do some automation with APIs, currently we can only call create ticket api, even with linkedConversationId passed in, it creates a new ticket with incremented ticket number

        • Bruno H

          Team•

          Apr 13

          Atm, existing convo conversion is not available, this will most likely not be added in the short-term