Overview

Featurebase offers 2 types of tickets, each designed for a different workflow. Understanding when to use each type helps you keep customer communication clear and internal work organized.

• Customer tickets - private conversations between your team and a single customer for async requests

• Internal tickets (formerly Back-office tickets) - internal tickets for tasks that happen behind the scenes, and for one issue that many customers report

You can create and manage ticket types from Settings → Support → Ticketing → Tickets.

Customer tickets

Customer tickets are used for one-on-one requests between your team and a single customer. They are the most common ticket type and the only type that is visible to customers.

Use Customer tickets when you want to track individual customer requests alongside your conversations, or need to collect information from a specific customer (e.g. a refund request or account change).

Some common examples of Customer ticket types are:

• 💳 Billing issue

• 🔄 Refund request

• 📦 Order change

• 🔐 Account access issue

• 🧪 Beta sign-up

How customer tickets work

Visibility:

• Each conversation can have 1 Customer ticket linked to it

• Customer tickets are visible to the customer they are linked to

• Customers can see the ticket and its progress in the Ticket Portal and the Messenger Tickets tab with a progress bar with 4 stages: Reviewing, In progress, Active, and Completed

Communication:

• Customers receive email notifications when the ticket is created and when its status changes

• Customer tickets support both replies (visible to the customer) and internal notes (visible only to your team)

How to create a Customer ticket

You can create a Customer ticket from the Inbox by clicking the + icon, selecting 'Ticket', and choosing a Customer ticket type.

You can create a Customer ticket from a conversation in the Inbox using the command palette (CMD+K on Mac, CTRL+K on Windows) and selecting Convert to customer ticket.

You can also create Customer tickets automatically using Workflows with the Convert to ticket or Send ticket actions.

To send a ticket form to a customer during a conversation, use CMD+K and select Send a ticket form. This prompts the customer to fill out the ticket details themselves.

Internal tickets

Internal tickets (formerly Back-office tickets) are tickets for work that happens behind the scenes. Customers never see them.

Use Internal tickets when a teammate needs to complete an internal task related to a conversation, when you need to coordinate between teams without involving the customer, or when many customers report the same issue. Link every affected conversation to one Internal ticket and update them all with Reply all.

Some common examples of Internal ticket types are:

• 💳 Process refund → Finance team

• 🔍 Account investigation → Security team

• 🔧 Engineering escalation → Technical support team

• 📋 Compliance review → Legal team

• 🐛 Bug that many customers report → Engineering team

• 🔌 Service outage → Engineering team

How Internal tickets work

Visibility:

• Internal tickets are never visible to customers - no email notifications are sent and they do not appear in the Ticket Portal or Messenger

• They appear in the Inbox sidebar with the label "Internal"

Communication:

• You can link multiple Internal tickets to the same conversation, and one Internal ticket to many conversations

• The Internal ticket editor supports internal notes. Use Reply all to send one customer-facing reply to every linked conversation

• Choose Cross-post note to share a note with every linked conversation as an internal note, so teammates on the customer side can see what happened

• A status change adds an internal note to every linked conversation. It does not change linked Customer tickets or notify customers

How to create and link Internal tickets

From any conversation in the Inbox, open the command palette (CMD+K) and select Create internal ticket, then choose the ticket type.

You can also create Internal tickets directly from the right-hand sidebar in any conversation by clicking Create in the Internal tickets section.

To link a conversation to an Internal ticket that already exists, select Link existing internal ticket in the command palette, or click Link existing in the same section.

Example: handling a widespread bug

1. Customer A reports a bug - you create an Internal ticket from the conversation and assign it to your engineering team

2. Customers B, C, and D report the same bug - you link each of their conversations to the same Internal ticket with Link existing internal ticket

3. Your team fixes the bug and updates the Internal ticket status to "Done". Each linked conversation gets an internal note about the change

4. Use Reply all to tell all four customers about the fix. If a customer also has a Customer ticket, update its status separately

For product feedback, use the Requests section to link or create a Request.

FAQs