Overview

Set up Requests with one category and one way to collect feedback, then process a real Request from start to finish. Once that works, add more channels, refine your workflow, and share plans with customers.

Understand Requests with one example

Imagine a customer, Alex, tells your Support team: "I need to export our monthly usage so I can share it with finance."

• Request - Export monthly usage, the improvement your team tracks

• Insight - Alex's message and its source conversation, the evidence that explains the need

• Requester - Alex, the person associated with the Request

If another customer asks for the same improvement, keep their context with the existing Request instead of creating a second one.

Choose your setup

• Customer-facing - Let customers submit feedback through a Feedback Portal, Feedback widget, or embedded portal

• Internal - Capture needs from Support conversations while your team helps customers

• Combined - Collect through both paths and manage the Requests together

Use Ways to collect feedback to compare channels before installing one.

Set up Requests

Create your first category

1. Go to Settings → Requests → Management and select Categories

2. Create a category for the feedback you want to collect

3. Choose its audience and keep the submission form focused on what your team needs

Connect a collection method

Go to Settings → Requests → Collection and configure your first channel.

• Feedback Portal - Set up the portal, then test it as a customer before sharing its link

• Featurebase Support - Start with a conversation that contains a clear customer need

Choose how much to automate

Go to Settings → Requests → Autopilot and set Automation level:

• Off - Review incoming Requests 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

AI Autopilot settings also let you choose whether AI rewrites customer submissions into clear Requests and separates multiple asks.

Process your first Request

Using Alex's example:

1. Open the Support conversation and capture the need, or open an incoming Request from your collection channel

2. Check whether the same need already has a Request before creating another one

3. Give the Request a clear title and description that explain the customer problem

4. Check its linked Insights and Requesters, and confirm Alex is listed as a Requester

5. Choose the category, status, and person responsible for the next action

For portal feedback that needs a decision, open Requests & Insights → Triage and work through the queue. For detected Support feedback, review it in the conversation.

Share progress with customers

Use a comment to ask a question or explain your response. When the Request's status changes, send a status update and choose the appropriate follow-up for linked Support conversations.

FAQs