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

Getting started

Follow this step-by-step guide to get introduced to and fully set up with tickets in Featurebase.

Getting started with tickets

Learn the difference between the 3 ticket types in Featurebase and when to use each one.

When to use Customer / Back-office / Tracker tickets

Learn and customize how ticket states are categorized and behave as a ticket moves through each stage.

How ticket states work

 Learn how and when customers are notified about tickets and any limitations.

How customers get notified about tickets

Provide an external view of all relevant tickets to each of your customer organizations.

Tickets portal overview

Let your customers submit, track, and manage support tickets directly from the Messenger support widget.

Tickets tab in the Messenger

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

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Latest updates

API docs

System status

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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

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.

Help Center in multiple languages

Manage article redirects when importing content from another Help Center.

Manage article redirects from another Help Center

Here's how to completely disable the Help Center from being shown to your users.

Disabling the Help Center

Learn how to create, edit, delete knowledge base articles.

Managing articles & collections

Improve your articles so customers and Fibi AI Agent find answers faster.

Optimize

Become a pro at linking and mentioning articles within your Help Center.

Linking & mentioning articles

Your users can react on articles based on helpfulness. Negative reactions will trigger a follow-up question with a textbox.

Get quick article feedback with reactions

See how helpful your content is, what can be improved, and the top-viewed articles.

Help Center analytics

Collect and prioritize feedback, share your Roadmap, and keep customers updated.

Requests

Collect customer feedback, connect it to Requests, and keep customers informed as your plans change.

Requests overview

Set up Requests, choose where feedback comes from, and turn on AI Autopilot.

Get started

Set up a collection method, process your first Request, and connect it to the customers who need it.

Getting started with Requests

Choose where to collect feedback and find the setup guide for each channel.

Ways to collect feedback

Choose how AI organizes incoming feedback, links Insights, and handles duplicate Requests.

Set up AI Autopilot for Requests

Find your existing feedback, understand Requests and Insights, and choose how much AI handles for your team.

Feedback 2.0: What's changed for existing users?

Collect feedback from your Feedback Portal, your product, Support, and other tools.

Collection

Set up the Feedback Portal where customers submit and vote on feedback.

Feedback Portal

Collect feedback in your product with the Feedback widget, an embed, or the API.

In-app feedback

Turn customer needs from Support conversations into Requests.

Other sources

Import feedback from other tools or move over from Canny.

Imports & migrations

Triage, organize, and prioritize Requests and Insights.

Management

Review incoming feedback and moderate public Requests and comments.

Triage

Create and manage Requests, Requesters, and Insights, and merge duplicates.

Requests & Insights

Organize Requests with categories, labels, statuses, saved views, bulk edits, and exports.

Organization

Prioritize Requests with value, effort, and the Impact score, and analyze feedback.

Prioritization

Share your Roadmap and keep customers updated on their Requests.