Overview

Requests brings customer feedback into one place so your team can understand demand, decide what to build, and keep customers informed. Collect feedback from your portal, product, Support conversations, and connected tools, then keep the original customer context with each Request.

Requests, Insights, and Requesters

Feedback is organized into three connected records:

• Request - An idea, problem, or improvement your team tracks and acts on

• Insight - Customer feedback that explains the need, such as a conversation or quote

• Requester - A person associated with the Request

One Request can have many Insights and Requesters. Keep customers who describe the same need connected to one Request.

Collect feedback

Choose the collection methods that fit how customers already reach you. You can use several channels together.

Feedback Portal

Feedback Portal gives customers a place to browse, submit, vote on, and discuss Requests. Use it to collect ideas and show customers what others have already asked for.

In-app widget

The Feedback widget lets customers submit feedback without leaving your product. You can also embed the Feedback Portal when customers need to browse Requests and join discussions inside your app.

Customer support

Featurebase Support connects customer needs from conversations to Requests. Keep the original conversation as context, then follow up with the customer when the work progresses.

Integrations

Integrations bring feedback from the tools your team already uses, such as Slack, Intercom, or Zendesk. You can also capture needs from recorded customer calls.

API and imports

The API lets you collect feedback through your own forms and tools. Use imports to bring an existing feedback backlog into Featurebase.

Organize Requests

Triage brings together incoming feedback that needs a decision, including uncertain matches, merge suggestions, and suspected spam. Review feedback detected in Support from its conversation in the Inbox.

• Categories - Group Requests by the feedback you collect and choose who can access each category

• Labels - Add topics that help your team find related Requests

• Saved views - Keep filtered lists of the Requests your team needs to revisit

Use moderation to review submissions before publication. Category access and Request visibility control who can see them.

AI Autopilot

AI Autopilot organizes incoming feedback, links matching Insights, and helps resolve duplicates. Choose the automation level that fits how your team wants to review feedback:

• Off - Review incoming feedback and merge duplicates yourself

• Assisted - Let AI link matching Insights, then approve merge suggestions yourself

• Automatic - Let AI also merge clear duplicates, while your team reviews uncertain matches

For customer submissions, you can also let AI rewrite feedback into clear Requests and separate several asks. The original wording stays available to your team.

Prioritize what to build

Compare demand with the work needed to deliver it. Use the supporting Insights alongside these signals:

• Customer and company data - Understand which customers need the improvement

• Impact score - Compare customer-reported importance

• Value and effort - Add your team's assessment of the benefit and work involved

• Feedback analytics - See feedback activity and engagement over time

Communicate updates

Status updates

Status updates tell affected customers when a Request progresses. Choose whether to notify Requesters and reply in linked Support conversations.

Roadmap

Roadmaps show customers which Requests you plan to work on, are building, or have completed. Share a Roadmap that matches the audience you want to reach.

Comments

Comments let you ask follow-up questions and explain decisions on a Request. Use internal comments when the discussion is only for your team.

Updates

Updates let you announce shipped improvements to a wider audience. Use them for release notes that customers can read on your Updates page, in your product, or through notifications.

FAQs