Markus Palm

Track support performance, build custom reports, and share results with your team.

Reports

Use Featurebase Reports to spot changes, understand what drives them, and share customer service insights with your team.

Reports overview

Get a holistic view of your support operation - the built-in Overview report tracks volume, Fibi AI Agent impact, team speed, and CSAT.

Holistic overview report

Understand how Featurebase reporting data is organized, what each reporting dataset represents, and how to access it.

Reporting datasets

Look up every Featurebase Reports metric and attribute, including definitions, timestamps, aggregations, available uses, and datasets.

Reporting metrics & attributes

Use ready-made reports for conversations, Fibi AI Agent, SLAs, CSAT, and more.

Report templates

Use the built-in Conversations report template to track conversation volume, replies, closures, channels, and your busiest hours in Featurebase.

Conversations reporting

Measure Fibi AI Agent deflection, resolution, escalations, handoffs, and customer satisfaction with the built-in Fibi AI Agent report template.

Fibi AI Agent reporting

Track how quickly your team replies to and resolves conversations with the built-in Responsiveness report template in Featurebase Reports.

Responsiveness reporting

Measure how well your team resolves conversations in Featurebase Reports - first-contact closes, replies to close, reassignments, and assignment speed.

Effectiveness reporting

Track surveyed CSAT in Featurebase with the Customer Satisfaction report template: scores, ratings, remarks, and survey request and response rates.

Customer Satisfaction reporting

Track SLA hits, misses, and breaches with the SLAs report template - miss rate at a glance, performance by target type, and response speed after a miss.

SLAs reporting

See how each teammate performs in Featurebase Reports - response speed, handling time, per-active-hour productivity, and CSAT.

Teammate Performance reporting

Track each team's workload, responsiveness, and resolution speed in Featurebase Reports with the built-in Team Inbox Performance template.

Team Inbox Performance reporting

Track how many conversations get tagged, which conversation tags are used most, and how tag volume trends over time in Featurebase Reports.

Conversation Tags reporting

See how your team uses Copilot - assisted conversations, questions asked, copied answer rates, and which content powers its answers.

Copilot reporting

Track ticket volume, time in each state, and resolution speed across teams and teammates with the built-in Tickets report template.

Tickets reporting

Build your own reports, choose chart types, and fix common issues.

Custom reports

Build a custom report in Featurebase with your own charts, metrics, filters, and breakdowns to answer questions the built-in templates don't.

Create a custom report

Learn which chart types custom reports support and how to configure metrics, aggregations, breakdowns, comparisons, and display options.

Custom report chart types and options

Troubleshoot unexpected custom report results in Featurebase Reports, including mismatched numbers, missing data, filters, breakdowns, durations, and CSAT.

Troubleshooting custom reports

Share reports, schedule deliveries, and export your reporting data.

Sharing & exporting

Control who can see, explore, and edit your saved reports with private defaults, teammate and role sharing, and three access levels.

Report sharing and access controls

Create a public link that shares a read-only snapshot of a report with execs, clients, and stakeholders outside your Featurebase workspace.

Share reports externally

Send Featurebase reports to teammates, roles, and external email addresses on a recurring schedule, as read-only report snapshots.

Schedule report delivery

Export your Featurebase reports data as CSV - download chart data, export full datasets with filters and columns, and schedule recurring exports.

Export your reporting data

Drill into report data and get answers to common reporting questions.

FAQs

Open drill-in on any report chart to see the rows behind the number - filter, sort, choose columns, preview conversations, and export to CSV.

Explore report data with drill-in

Choose the right teammate or team filter in Featurebase Reports - dynamic, currently assigned, replied, closed, handled, rated, or SLA-attributed.

Teammate filters in reports

Learn how office hours affect duration metrics in Featurebase Reports and when to use All hours or Within office hours.

Office hours in reporting

Troubleshoot Reports data, metrics, filters, permissions, sharing, and exports, including missing, changing, or mismatched results.

Reports FAQs

Ask AI or search our help articles to find an answer to your questions.

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Latest updates

API docs

System status

Bruno H

Best steps on getting started with Featurebase.

Getting Started

Get familiar with Featurebase and all of the basic concepts. 

Featurebase overview 

How to invite teammates to your Featurebase workspace.

Invite your team

This is your one-stop guide to getting started with collecting and organizing feedback with Featurebase.

Collect & manage feedback

This is your one-stop guide to getting started with the support inbox to help your customers from anywhere and automate support with AI.

Support your customers

This is your one-stop guide to publishing a Help Center with Featurebase.

Set up the Help Center

This is your one-stop guide to getting started with sharing product updates with Featurebase.

Share product updates

This is your one-stop guide to getting started with surveys in Featurebase.

Run surveys

Overview of all integrations in Featurebase and what you can do with them.

Integrate with other tools

Set your default brand name, logo, and color for customer-facing Featurebase surfaces.

Workspace branding

Get familiar with Featurebase through demos.

Academy

Explore the advanced capabilities of Featurebase with demos.

Explore demos

Centralize user feedback, identify impactful product opportunities, and scale faster by building the right features.

Feedback & Roadmap demos

Keep users updated & increase new feature adoption with product changelogs.

Updates demos

Run surveys to measure customer satisfaction & capture feedback.

Survey demos

Provide users with an AI-powered Help Center to get them to the answers they need, fast, and cut down your support loads.


Help Center demos

Kateryna Babenko

Support customers across channels, resolve issues with AI, and manage tickets in one Inbox.

Help Desk

Set up, manage, and automate the Inbox where your team supports customers.

Inbox

Support your customers from anywhere with a unified Inbox and automate support with powerful AI agents.

Inbox overview

Set up team inboxes, office hours, custom views, and other Inbox basics.

Setup

Work faster in the Inbox with search, filters, sorting, and spam controls.

Managing

Speed up your team with AI replies, Macros, SLAs, and Workflows.

Automation

Get AI-powered answers and guidance while you reply to customers in the Inbox.

Copilot

Understand impersonation warnings and get answers to common Inbox questions.

Other

Support customers through the Messenger, email, and Slack.

Channels

Set up and customize the Messenger, including home cards, brands, and languages.

Messenger widget

Connect your support email and set up auto replies and signatures.

Email support

Connect Slack and turn channel messages into conversations for your Inbox.

Slack

Assign, handle, and close conversations, and keep them organized with tags.

Conversations

Start, assign, snooze, and close conversations with your team.

Handling

Organize conversations with tags and get answers to common questions.

Best practices

Track customer issues and internal work from start to finish with tickets.

Tickets

Overview of tickets, when to use them, and how they compare to conversations.


Tickets overview

Understand ticket types, ticket states, notifications, and the Tickets portal.

Getting started

Set up ticket types and forms, and create and manage each kind of ticket.

Automate ticket actions with Workflows and convert conversations to tickets.

Automate

Set up, train, and deploy Fibi AI Agent to automate support.

Fibi AI Agent

Learn more about Fibi AI Agent and how it can help your team automate support, repetitive tasks, and workflows.

Fibi AI Agent overview

Your one-stop guide to customizing and managing the Fibi AI agent to automate your support.

Set up & customize the Fibi AI agent

Learn to add additional training data that Fibi AI Agent can use when answering customers.

Custom training content for Fibi AI Agent

Power up Fibi with custom actions to extend trials, update account information, get custom data, etc..

Custom Fibi Actions

Automatically classify support conversations with Fibi AI and use detected values in Workflows, filters, and reporting.

Fibi AI Attributes

Deploy Fibi AI Agent across your support channels and Workflows.

Deploy

How a customer’s language is determined in conversations for Fibi AI Agent and Workflows.

Automatic language detection in conversations

Improve Fibi's AI-generated answers for the future.

Improve Fibi's AI answers

Use detected Fibi AI Attribute values to branch Workflows, route conversations, and organize your Inbox.

Use Fibi AI Attributes in Workflows & Inbox

Automatically ask customers to rate conversations that Fibi resolves or hands off, then review the results in the Inbox and Reports.

Collect and report on Fibi AI Agent CSAT

Turn reviewed support conversations and product changes into better Fibi knowledge using the MCP, Training Data API, and oracle.

Build a self-improving Fibi workflow

Automate repetitive support tasks for customers and agents with a no-code visual builder.

Workflows

Create Workflows to automate your support at scale. Automate processes for your customers and teammates with our drag-and-drop visual builder.

Workflows overview

Get started with building your Workflows with ease in a visual canvas.

Getting started with workflows

Understand all of the building blocks that power your workflows.

Workflows block library

Choose what starts a Workflow, from page visits to new or unanswered messages.

Triggers

Configure trigger settings and use branches to build your Workflows.

Building

Control Workflow order, qualify leads, and fine-tune automated conversations.

Optimizing

Start from ready-made Workflows for routing, AI answers, CSAT, and follow-ups.

Templates

Access Featurebase support conversatioins on-the-go from iOS or Android devices.

Featurebase Mobile App

Robi Rohumaa

Create AI-powered docs, organize articles, and bring self-serve support into your product.

Help Center

Provide users with an AI-powered Help Center to get them to the answers they need, fast, and cut down your support loads.

Help Center overview

Migrate your knowledge base from any other tool with the same exact structure and zero data loss.

Importing your Help Center

Configure your Help Center's domain, privacy, languages, and redirects.

Everything on how to set up & customize your help center to suit your specific needs.

Configuring the Help Center

Serve your Help Center from your own domain.

Help Center custom domain

Make your Help Center accessible only to authenticated end-users and limit the access of certain articles to select user groups.

Help Center privacy controls

How to use multi-brand Help Center to create separate knowledge bases for your different products or brands.

Create & manage multiple Help Centers

Localize the Help Center to be in your customers' native languages with automatic AI translations.