Overview

When a ticket is created, updated, or resolved, Featurebase automatically notifies the customer through the Messenger and email. This ensures customers stay informed without needing to check back manually.

How notifications work depends on the ticket category:

• Customer tickets – always shared with the customer

• Back-office tickets – internal by default, but can optionally be shared with the customer

• Tracker tickets – internal only and never shared with the customer

In short, customers will always see Customer tickets, sometimes see Back-office tickets, and never see Tracker tickets. While the teammate experience in the Inbox differs across ticket categories, the customer-facing notification experience is always the same.

Notifications when a ticket is submitted

Whether a ticket is created by a teammate from the Inbox, by the customer in the Messenger, or via API, the customer experience is the same.

When a ticket shared with the customer is submitted:

• The Messenger notification badge appears if the Messenger is collapsed

• The ticket appears in the Recent tickets section on the Messenger home

• The customer receives an email notification where they can reply directly

Notifications when a teammate replies to a ticket

When a teammate replies to a shared ticket:

• The Messenger notification badge appears if the Messenger is collapsed

• The ticket appears in the Recent tickets section on the Messenger home screen

• The customer receives an email notification where they can reply directly

Notifications when a ticket status changes

Customers are notified about any ticket status change to keep them informed of progress:

• The Messenger notification badge appears if the Messenger is collapsed

• The ticket appears in the Recent tickets section on the Messenger home screen

• The customer receives an email notification where they can reply directly

FAQ