Feedback 2.0: What's changed for existing users?

Find your existing feedback, understand Requests and Insights, and choose how much AI handles for your team.

Written By Markus Palm

Last updated About 6 hours ago

Overview

Feedback 2.0 connects customer feedback as Insights behind the Requests your team tracks. Your existing feedback is still there, and you can continue to manage it manually or use AI Autopilot.

Find your existing feedback

Open Requests & Insights → Requests. Your posts are now Requests, with their comments, votes, statuses, and customer details still attached. You do not need to import them again or ask customers to vote again.

Inside a Request:

Discussion - Read comments and replies
Insights - Read supporting feedback and open its original source
Requester count - See the people asking for it

New names for familiar features

Previous name	Current name
Post	Request
Board	Category
Upvoters in the dashboard	Requesters
Post tag and tag group	Label and label group
Custom field on a feedback form	Form field
Follow-up questions after a vote	Impact questions
Post approval and comment approval	Request moderation and comment moderation

Filters and saved views

Use the filters above the Requests list and Display options to control grouping, ordering, and visible properties. Switch between saved views with the view tabs, or choose 'Create new view'.

If completed Requests seem to be missing, check Completed requests in Display options and your active filters.

Understand Requests, Insights, and Requesters

Request - The idea, problem, or improvement your team tracks
Insight - Customer feedback that explains the need, such as a portal submission or a quote from a conversation
Requester - A person associated with the Request through votes or another feedback workflow

For example, one CSV exports Request can hold Insights from a portal submission and a Support conversation. Comments stay in its discussion for questions and replies.

Linking an Insight does not always add its author as a Requester. Check the Requester list when you need to confirm who is asking.

Find your settings

Feedback settings are under Settings → Requests:

Collection - Feedback sources, portal participation, and moderation
Management - Categories, labels, form fields, statuses, Roadmaps, and prioritization
Autopilot - AI processing and organization
Macros - Reusable replies and actions

Shared appearance, navigation, custom domains, and access are under Settings → Customer Portal. Your default name, logo, and brand color are under Settings → Workspace → Branding. Imports and exports are under Settings → Data → Imports & Exports.

Choose how AI helps

In Settings → Requests → Autopilot, check the Automation level selected for your Workspace:

Off - Your team reviews feedback and links or merges it manually
Assisted - AI links matching Insights; your team reviews suggested merges
Automatic - AI also merges clear duplicates; your team reviews uncertain matches

The separate Organize submissions with AI setting rewrites incoming customer submissions and separates multiple asks into Requests. It does not bulk rewrite your existing backlog. Publication approval remains controlled by moderation.

Review decisions in Triage

Triage holds feedback that needs a decision: possible duplicates, Requests waiting for approval, customer questions, and suspected spam. Feedback detected in Support conversations is reviewed in the conversation's Requests section in the Inbox.

Choose the level of automation that suits your team. You do not need Featurebase Support to use Requests.

FAQs

What changes for customers on my Feedback Portal?

Customers can still submit, vote, and comment according to your participation and access settings. Existing Request links and Roadmaps continue to work.

If you enable AI organization, a submission may become a clearer Request, several Requests, or supporting feedback on an existing Request. Customers still see only what your approval and access settings permit.

Will existing voters still receive updates?

Yes. Existing voters stay associated with their Requests, subject to their notification preferences. After changing a status, choose 'Send default update' for the standard portal notification or 'Write custom update' for your own message.

To reply in linked Support conversations, select Conversations when sending the update. The internal note added by a status change is not a customer reply.

Does linking private feedback make it public?

No. Linking a Support conversation or call transcript to a public Request does not publish that original source. The Request has its own audience and visibility. Review its title, description, and public comments before publishing customer-specific details.

How do I collect feedback from conversations and calls?

Each source must be available or connected in your Workspace. Autopilot does not connect tools by itself.

Featurebase Support - Review detected needs or link feedback from a conversation's Requests section
Customer calls - Connect a supported call recorder
API - Send feedback from other tools

How can I correct an AI mistake?

Incorrect duplicate suggestion - Choose 'Not a duplicate'
Insight linked to the wrong Request - Unlink the Insight and attach it to the correct Request. Check its Requesters separately
Incorrect merge - Unmerge the Request after copying any replies you need to keep

Unmerging deletes replies added to the merged thread after the merge.

Do my widgets, integrations, or API setup need updating?

You do not need to reinstall widgets or recreate connections because the dashboard changed. Do not rename API fields to match the new dashboard labels.

Direct Request creation remains the default. Sending raw feedback for AI processing is a separate API option.

What happened to Ask AI and AI topic grouping?

These old views are not part of the redesigned dashboard. Use filters, labels, and saved views to organize Requests, and Triage to review duplicate suggestions. Related topics can remain separate Requests when they describe different needs.

Does Feedback 2.0 change my plan?

The update does not move you to a different subscription. Customers on legacy pricing can keep that plan unless they choose to upgrade.

Check Settings → Requests → Autopilot for your available automation options and AI-action allowance, and Settings → Billing for your subscription.

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