Find answers about collecting feedback, organizing Requests, and keeping customers informed. For setup steps, use the linked task guides.

General

What is the difference between Requests, Triage, and Roadmaps?

All three are pages under Requests & Insights in the dashboard.

• Requests - Track customer needs with filters, saved views, and bulk actions

• Triage - Review duplicate suggestions, held submissions, replies owed, and suspected spam

• Roadmaps - Show selected Requests to customers, grouped by status or your own columns

What is the difference between a Request and a Support ticket?

A Request describes a product need that several customers can share, such as an improvement or a missing capability. A Support ticket tracks a customer issue or an internal task. Tracker tickets can group related conversations from several customers.

When a conversation contains a product need, link it to a Request or create one from the Inbox. The ticket keeps its own Support workflow.

Do I need Featurebase Support to use Requests?

No. Support is one collection source among several. You can collect feedback through the Feedback Portal, the Feedback widget, an embedded portal, the API, and imports without using the Inbox.

Can I use Requests only internally?

Yes. Set Category access to Team only for the categories your team uses. Requests in those categories never appear on the Customer Portal.

If you do not want a customer-facing feedback page at all, keep the Feedback Portal channel disabled and create Requests yourself or capture them from Support.

Collecting feedback

Can customers submit feedback without signing in?

Yes. Turn on the guest actions you want under Settings → Requests → Collection → Feedback Portal → Participation. Guest content still follows your moderation and access rules.

Can I bring in feedback from the tools my team already uses?

Yes, in four ways:

• Integrations - Connect Intercom, Zendesk, HubSpot, Salesforce, Slack, or Discord and follow each provider's guide for what it syncs

• Call recorders - Connect Fathom, tl;dv, Grain, Gong, Fireflies, or Granola to bring in feedback from recorded customer calls

• API - Create Requests or send raw feedback from your own forms and workflows

• Imports - Move an existing backlog with a CSV file, or migrate from Canny

Feedback that arrives in Featurebase Support conversations is captured from the Inbox.

Can I collect feedback for more than one product in one Workspace?

Yes. Create a category for each product and, where needed, limit its audience with Category access.

Brands change the name, logo, and colors customers see. They share the same Requests, categories, and Roadmaps, so use categories to organize product feedback.

Reviewing and organizing Requests

Why does a Request's wording differ from what the customer wrote?

Organize submissions with AI rewrites incoming submissions into clear Requests and separates submissions that contain several asks. Teammates can read the customer's original text with 'Show original wording' on the Request.

Turn off Organize submissions with AI under Settings → Requests → Autopilot to keep the original wording.

When should I link an Insight instead of merging Requests?

Merge two Requests when they describe the same need. The Request you keep receives the other's Requesters and comments.

Link feedback as an Insight when it supports a Request without being a duplicate Request, such as a Support conversation or a customer quote.

How do I reduce spam and low-quality submissions?

Use the controls in this order:

1. Turn off the guest actions you do not need, so submissions require sign-in

2. Turn on Request and comment moderation so customer content waits for approval

3. Review the Spam queue in Triage and restore anything caught by mistake

4. Ban or block people who keep submitting abusive content

Customers and notifications

Which emails can customers receive from Requests?

Customers can receive a confirmation when they submit feedback, a notification when a Request they follow gets a status update, and a notification when someone replies to their comment or mentions them. Delivery depends on the customer's subscriptions and preferences.

To change the sender or the look of these emails, use Custom email sending address and Email customizations.

Which notifications do teammates receive?

Each teammate chooses their notification preferences under Settings → Notifications → Requests, including new Requests, followed Requests, comments, replies, and mentions.

How do customers find out what we decided?

Choose the channel that matches the audience:

• One Request - Change the status and send a status update to its followers, or reply in a comment

• A linked Support conversation - Draft the status update and select Conversations to reply to the customer directly

• Everyone - Show the Request on a Roadmap or announce the release in Updates

Usage and permissions

What are AI actions and what happens when I reach the limit?

AI actions measure Autopilot's automatic processing of incoming feedback. One submission or conversation can use several AI actions. The AI actions this month indicator under Settings → Requests → Autopilot shows the actions used, your allowance, and the date the count resets. It appears only while Automation level is not Off.

Near the limit, the indicator shows Near this month’s limit. At the limit, it shows Paused until the reset date. Automatic processing pauses until then.

Why can I not open Settings → Requests or use some actions?

Your teammate role decides which settings and actions you can use, such as managing categories, exporting Requests, or changing branding. An admin manages roles under Settings → Members & Teams.

Still stuck?

What should I send to support when something looks wrong?

Include enough context to reproduce the problem:

• The link to the Request, or a description of the Triage item

• The category and its Category access and Default request visibility settings

• What you expected and what happened instead

• Your Automation level and whether Request or comment moderation is on

• Whether you were signed in as a teammate or testing as a customer

• A screenshot of the page and any error message

If you already have a Messenger conversation open, send the details there. Otherwise, email support@featurebase.app.