Overview

Capture product feedback while helping customers in the Featurebase Support Inbox. From a conversation's Requests section, you can link a customer need to an existing Request or create a new one.

Autopilot can detect customer needs for you. Your team can also capture feedback manually, without asking the customer to submit it again on the Feedback Portal.

Review detected customer needs

Configure AI Autopilot for Requests to detect needs in Support conversations. Open a conversation and expand Requests in the details sidebar to review what it found; Support needs are reviewed here, not in Triage. The section separates items already Linked from needs that still require a decision.

Open a detected need to read its context and any suggested match, then choose an action:

• 'Link': Accept a suggested existing Request. Nothing new is created

• 'Featurebase request': Create a Request from the detected need. The composer opens with a drafted title, content, and category for you to review before saving. When the row suggests a match instead, choose 'New Featurebase request' from its more-actions menu

• 'Ignore': In the more-actions menu, dismiss a need that should not become tracked work

Use 'Link to something else' in the same menu to choose a different existing Request when the suggested match is wrong.

Capture feedback manually

You can create or link Requests from the Requests section even when there is no useful AI suggestion. Hover over the header icons to see their actions.

Link an existing Request

1. Click the link icon labeled 'Link a request or tracker issue that already exists'

2. Search for the relevant Request

3. Select it and complete the linking flow

Create a Request

1. Click 'Create a new Featurebase request and link it to this conversation'

2. Write a clear title and description of the customer's need

3. Choose the category and review the Request's visibility

4. Create the Request

The conversation stays connected to the work you selected or created. A Request created from a conversation stays internal until your team publishes it from the Request's visibility control, unless you choose a public visibility in the composer.

Keep the conversation as evidence

Open the linked Request to review its supporting Insights. Keep the source conversation attached so teammates can read what the customer said and understand why the Request matters.

Review the Request's Requesters separately when you need to check which customers are associated with it. When the Request changes, use Request status updates to notify interested customers and follow up through linked Support conversations.

FAQs