Requests FAQs
Find answers to cross-cutting Requests questions: what changed, where settings moved, collection, review, notifications, usage, and permissions.
Written By Robi Rohumaa
Last updated About 1 hour ago
Answers to Requests questions that span several tasks: what changed for existing customers, where settings live, how collection, review, and notifications fit together, and what to send support when something looks wrong. Each task guide has its own FAQs for questions about that task.
General
What is the difference between Requests, Triage, and Roadmaps?
All three are pages under Requests & Insights in the dashboard.
Requests: Every Request your team tracks, with filters and saved views and bulk actions. See Creating and managing Requests
Triage: The queue of items that still need a decision, such as duplicate suggestions, held submissions, questions that need a reply, and suspected spam. See Working through Triage
Roadmaps: Customer-facing views of selected Requests, grouped by status or your own columns. See Roadmaps overview
What is the difference between a Request and a Support ticket?
A Request describes a product need that several customers can share, such as an improvement or a missing capability. A ticket is a Support work item for one customer's issue.
When a conversation contains a product need, link it to a Request or create one from the Inbox. The ticket keeps its own Support workflow.
Do I need Featurebase Support to use Requests?
No. Support is one collection source among several. You can collect feedback through the Feedback Portal, the Feedback widget, an embedded portal, the API, and imports without using the Inbox. Ways to collect feedback compares the options.
Can I use Requests only internally?
Yes. Set Category access to Team only for the categories your team uses, as described in Managing category access and Request visibility. Requests in those categories never appear on the Customer Portal.
If you do not want a customer-facing feedback page at all, keep the Feedback Portal channel disabled and create Requests yourself or capture them from Support.
What changed for existing customers
What happened to boards, posts, tags, and custom fields?
They are the same records under new names. Nothing was deleted or moved.
Customers still vote on the Feedback Portal, and the portal still shows upvotes; Requesters is the dashboard name for the people associated with a Request. Some CSV export headers keep the older terms, as explained in Exporting Requests.
Where did the Feedback settings go?
Feedback settings are now grouped under Settings → Requests:
Collection: The Feedback Portal, Feedback widget (shown as In-app widget), embedded portal, API, and other channels, with their participation and moderation settings
Management: Categories, form fields, labels, statuses, Roadmaps, and prioritization settings
Autopilot: The automation level and AI organization of incoming submissions
Macros: Reusable replies with optional actions
Customer-facing appearance, navigation, custom domains, and access moved to Settings → Customer Portal; see the Customer Portal overview. Your name, logo, and brand color are under Settings → Workspace → Branding; see Workspace branding. Imports and exports are under Settings → Data → Imports & Exports.
Do I need to change how my team works?
No. Reviewing Requests, merging duplicates, and replying to customers work as before. Two additions are optional: AI Autopilot organizes incoming feedback and links matching Insights, and Triage collects the items that still need a decision in one queue.
Collecting feedback
Can customers submit feedback without signing in?
Yes. Turn on the guest actions you want under Settings → Requests → Collection → Feedback Portal → Participation, as described in Allowing guest submissions, votes, and comments. Guest content still follows your moderation and access rules.
Can I bring in feedback from the tools my team already uses?
Yes, in three ways:
Integrations: Connect Intercom, Zendesk, HubSpot, Salesforce, Slack, or Discord and follow each provider's guide for what it syncs; the Integrations collection lists every option
API: Create Requests or send raw feedback from your own forms and workflows, as described in Collecting feedback through the API
Imports: Move an existing backlog with a CSV file, as described in Importing feedback from other tools, or follow the dedicated Canny migration guide
Feedback that arrives in Featurebase Support conversations is captured from the Inbox, as described in Collecting feedback through Featurebase Support.
Can I collect feedback for more than one product in one Workspace?
Yes. Create a category for each product and, where needed, limit its audience with Category access. Managing category access and Request visibility explains the options.
Brands do not separate feedback. A brand changes the name, logo, and colors customers see, while every brand shares the same Requests, categories, and Roadmaps. See Managing multiple brands.
Reviewing and organizing Requests
Why does a Request's wording differ from what the customer wrote?
Organize submissions with AI rewrites incoming submissions into clear Requests and separates submissions that contain several asks. Teammates can read the customer's original text with 'Show original wording' on the Request.
Turn the setting off under Settings → Requests → Autopilot if you want submissions to keep their original wording. Set up AI Autopilot for Requests explains both controls.
When should I link an Insight instead of merging Requests?
Merge two Requests when they describe the same need. The Request you keep receives the other's Requesters and comments, as described in Finding and merging duplicate Requests.
Link feedback as an Insight when it supports a Request without being a duplicate Request, such as a Support conversation or a quote from a customer. Adding and managing Insights covers linking and unlinking.
How do I reduce spam and low-quality submissions?
Use the controls in this order:
Turn off the guest actions you do not need, so submissions require sign-in
Turn on Request and comment moderation so customer content waits for approval
Review the Spam queue in Triage and restore anything caught by mistake
Ban or block people who keep submitting abusive content
Customers and notifications
Which emails can customers receive from Requests?
Customers can receive a confirmation when they submit feedback, a notification when a Request they follow gets a status update, and a notification when someone replies to their comment or mentions them. Delivery depends on the customer's subscriptions and preferences, as described in Managing end-user notifications.
To change the sender or the look of these emails, use Custom email sending address and Email customizations.
Which notifications do teammates receive?
Each teammate chooses their own preferences under Settings → Notifications → Requests, including new Requests, activity on followed Requests, comments and replies, and mentions. Manage Featurebase notifications describes the options.
How do customers find out what we decided?
Choose the channel that matches the audience:
One Request: Change the status and send a status update to its followers, or reply in a comment
A linked Support conversation: Draft the status update and select Conversations to reply to the customer directly
Everyone: Show the Request on a Roadmap or announce the release in Updates
Usage and permissions
What are AI actions and what happens when I reach the limit?
AI actions measure Autopilot's automatic processing of incoming feedback. One submission or conversation can use several AI actions. The AI actions this month indicator under Settings → Requests → Autopilot shows the actions used, your allowance, and the date the count resets. It appears only while Automation level is not Off.
Near the limit, the indicator shows Near this month's limit. At the limit, it shows Paused until the reset date and automatic processing pauses until then; Set up AI Autopilot for Requests explains what happens to incoming feedback while processing is paused.
Why can I not open Settings → Requests or use some actions?
Your teammate role decides which settings and actions you can use, such as managing categories, exporting Requests, or changing branding. An admin manages roles under Settings → Members & Teams. Admin roles lists the permissions.
Still stuck?
What should I send to support when something looks wrong?
Include enough context to reproduce the problem:
The link to the Request, or a description of the Triage item
The category and its Category access and Default request visibility settings
What you expected and what happened instead
Your Automation level and whether Request or comment moderation is on
Whether you were signed in as a teammate or testing as a customer
A screenshot of the page and any error message
If you already have a Messenger conversation open, send the details there. Otherwise, email support@featurebase.app.