We’ve improved the entire Customer Portal, making it easier for customers to find answers, share feedback, follow their requests, and now even explore your API docs – all in one place.

One connected Customer Portal

Your Support, Help Center, Feedback, and Updates now come together in one portal with shared navigation.

Customers can find what they need with unified search, or use Ask AI to get answers with links to the sources.

API documentation

Featurebase now natively supports API docs alongside your help articles, with support for:

• OpenAPI imports from a file or URL, plus updates from your build pipeline

• Code examples and an interactive playground for testing requests

• Multiple APIs and versions, with change review before publishing

API docs are available starting from the Free plan, including the playground. If you use Fibi, it can now answer questions from your published API docs too.

Get started today →

A redesigned Help Center

A new layout and rebuilt editor make your docs easier to organize, write, and browse.

• Organize your Help Center into tabs for different sections

• Build richer articles with cards, content tabs, steps, and accordions

• Guide readers with previous/next navigation and related articles

• Let readers copy articles as Markdown or open in ChatGPT and Claude

Configure your Help Center →

Make it yours

Make the portal match your brand with:

• Different fonts, including your uploaded custom fonts

• More color controls for light and dark themes

• A footer with social links and links to your other pages

You can now also always see your changes as you edit.

Customize your Customer Portal →

New user profiles

Customers can now see their requests, tickets, and chats in one place, with clear statuses and recent replies. Now it’s easier to know where their issues stand.

And much more

• Choose which customer sign-in methods are available

• Make your docs easier for AI tools to navigate with llms.txt

• New Updates feed with discussions in a side panel

• Suggest an existing request or a relevant answer before customers submit new feedback

• Choose where private support requests go, including an external help desk or email

We’re super happy to finally bring Featurebase together into one home for your customers. From here, we’ll focus on polishing each area and making them work even better together.

As always, leave us feedback! 💫

Hey there,

We've upgraded our feedback product so feedback from every channel is automatically organized and connected.

Your feedback setup works just like before, now with a lot more on top. Your team can see what matters, backed by customer data and supporting evidence.

Requests & Insights

Feedback posts are now called Requests. Before, a post only held what customers shared on your portal. Now a Request also collects feedback from Support conversations, customer calls, and other sources, so you see everyone asking for the same thing in one place.

Each Request is backed by Insights:

• Requests - the work items your team tracks, prioritizes, and links to issue trackers

• Insights - the individual pieces of feedback and evidence behind a Request

For example, your team tracks a CSV exports Request. A Support conversation and a Feedback Portal submission about the same need become two Insights attached to that Request.

Open a Request to see the people and companies asking for it, their synced data, and the supporting Insights.

Your existing feedback carries over. See how →

Let Autopilot organize feedback

The new AI Autopilot helps organize feedback for your team. It understands incoming feedback and connects it to the Requests you already track:

• Organize feedback - turn incoming feedback into clear Requests and separate distinct asks, while keeping the original wording available

• Connect Insights - link related customer feedback to the Requests it supports

• Handle duplicates - find Requests for the same need and suggest or apply a merge

Choose an automation level to control how much Autopilot handles for you.

The new Triage queue keeps uncertain matches and Requests that need a reply or approval in one place.

Capture feedback from customer calls

Feedback from your customer calls now flows automatically into Featurebase through our new Fathom, tl;dv, Grain, Gong, Fireflies, and Granola integrations.

Connect your recorder to import the last 30 days of calls and automatically sync new ones. Autopilot extracts Insights from the transcripts and links them to relevant Requests.

Uncertain matches go to Triage, with the original transcript to help you review them.

Redesigned dashboard

The Requests dashboard now brings the Request, its Insights, and customer context together in one place. The tools for managing Requests got upgrades too:

• Bulk actions - update statuses, assignees, categories, visibility, labels, and form fields across many Requests

• Labels and label groups - organize Requests with grouped labels and automatic AI labeling

• Form fields - choose the form fields customers complete for each type of Request

Updated filtering, ordering, and grouping

You can now also create much more flexible views and save them:

• Filtering - filter by status, labels, assignee, dates, form fields, and customer data

• Ordering - sort by creation date, requesters, revenue, Impact, and other signals

• Grouping - group by status, assignee, category, or company

• Display options - choose which properties appear

For example, save a view of unassigned bug reports, group it by category, and put the newest Requests first.

Capture feedback from Support

The new Requests section in the Inbox connects customer feedback and linked issue tracker items while you help customers:

• AI suggestions - Autopilot suggests new Requests to track and existing ones that match

• Create or link - link existing Requests and issues, or create one from the conversation

• Automatic updates - status changes in Featurebase and connected issue trackers now add internal notes to conversations, so your team knows when to follow up

Now Featurebase helps you capture feedback as you support customers, so nothing gets lost.

Close the loop where it started

You can now send Request updates back to the Support conversations where customers first asked.

Write the update once, then send it to linked conversations alongside your usual portal and email updates. Customers hear from you in the same conversation, without your team finding and replying to each thread separately.

Featurebase started as a simple feedback tool in 2022. AI has significantly changed what's possible since then, so we've rethought how teams collect and manage feedback. We're really happy with the result and hope you enjoy it!

Learn more about Feedback 2.0 →

As always, leave us feedback! 🙌

We rebuilt Featurebase Mobile from scratch to become the best mobile app in customer support market - fully native, purpose-designed for the conversations that can't sit until morning.

They’re faster, smoother, and designed specifically for mobile, giving you a polished support experience wherever you work.

Alongside managing support Conversations, you can now directly:

• Use Copilot to draft replies and research questions

• View Users and Companies with their data and previous Conversations

• Track Fibi AI performance from the new Fibi tab

• See relevant notifications in one place from the new Activity tab

• Switch between multiple Featurebase Workspaces

Learn more and download it today for iOS and Android!