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Tickets

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


Tickets overview

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

Setup

Get started with tickets, and assigning categories to your ticket types.

How to set up ticket types

Learn how to create Customer tickets, manage statuses, communicate with customers, edit details, and link to other tickets.

How to create & manage Customer tickets

Different ways you can create a Back-office ticket, sharing options, and any limitations.

How to create & manage Back-office tickets

Learn how to create Tracker tickets, manage statuses, communicate with customers, edit details, and link to other tickets.

How to create & manage Tracker tickets

Enable and configure the Ticket Portal so your customers can view and manage their support tickets.

Tickets portal setup

Different ways to send ticket forms to customers and collect structured information.

Ticket form options

Automate

Build powerful ticket automations and automate repetitive processes by selecting the right ticket category using Workflows.

Using ticket triggers with Workflows

How to leverage Workflows to automate ticket actions and save time while providing better customer and teammate experiences.

Automate ticket actions using Workflows

Learn how to automatically convert any conversation type to a ticket.

Auto-convert conversations to tickets

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

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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

Learn the difference between a public and a private organization in Featurebase and which one is right for you.

Public vs private organization

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

Integrate with other tools

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.

Changelog 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

Bruno from Featurebase

Set up your Feedback Portal & Roadmaps to collect feedback and show users what you're working on.

Feedback & Roadmaps

Feedback Portal

Feedback Portal is where your users submit feedback, upvote others’ posts, and comment on them.

Feedback Portal overview

Feedback Boards

Privacy controls

Get an overview of how many posts, comments, and votes happen each day/week/month,

Feedback Analytics

Here's how to completely disable the Feedback Portal view from being shown to your users.

Disabling the Feedback Portal

Learn to edit & publish your public product roadmap to show users what you're working on.

Roadmaps

Publish your product roadmap to visualize everything that you are working on.

Roadmaps overview

Everything on how to set up & customize roadmaps to suit your requirements. 

Creating & editing roadmaps

Make your Roadmap accessible only to authenticated end-users and limit the access of specific roadmaps to select user groups.

Roadmap privacy controls

Different methods of embedding the roadmap to your app, website, and product.

Sharing your roadmap

Here's how to completely disable the public roadmap view from being shown to your users.

Disabling the public roadmap

In-App Feedback

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

What are in-app widgets?

Embed a simple feedback widget in your app to start gathering feedback.

Feedback Widget

Embed the Feedback Portal directly into your web page or app to allow users to submit feedback, vote on features, and view the changelog.

Embedded Feedback Portal

Managing feedback

Organizing & Prioritizing

Posts

Voting

Communication

You can choose to notify all upvoted users of any status changes you've made to their post!

Status updates & emails

Learn how comments & replies work and what function do they serve in Featurebase.

Commenting

We'll email upvoted users when you comment on a post or anyone replies to theirs!

Commenting Emails

Once new feedback is submitted to your board, we'll send you an email about it!

New post emails

Create private comments for internal communication and notes between Featurebase admins.

Creating internal/private comments

Learn to disable commenting on a specific post.

Disabling comments on a post

Disable comment notifications to your Featurebase inbox if the comment is not directed at you.

Disabling notifications for comments not directed at me

Learn how to set up, customize, and analyze surveys to gain more valuable insights from your users.

Surveys

Measure different things like NPS, customer satisfaction, and collect additional feedback with in-app surveys.

Surveys overview

Learn how to create and customize surveys in Featurebase.

Creating surveys

You can add follow-up questions to surveys based on the conditions you set.

Multiple question surveys

Learn to run surveys only on specific pages or user segments you have created.

Targeting & segmenting surveys

Run surveys in your customers' native languages, automatically visible only to the language speakers.

Surveys in multiple languages

Learn where and how to see the results of your surveys.

Survey results

Learn how to export survey responses into a .csv (spreadsheet file)

Exporting survey results

Switch from other tools

Complete guide on importing your existing data from Canny to Featurebase.

Migrating from Canny

Complete guide on importing your existing data from Upvoty to Featurebase

Migrating from Upvoty

Complete guide on importing your existing data from Nolt to Featurebase

Migrating from Nolt

Importing your existing data, including feedback, voters, and changelogs from Frill to Featurebase.

Migrating from Frill

Complete guide on importing your existing data from Beamer to Featurebase.

Migrating from Beamer

Complete guide on importing your existing data from UserVoice to Featurebase

Migrating from UserVoice

Complete guide on importing your existing data from Productboard to Featurebase

Migrating from Productboard

Complete guide on importing your existing data from other tools to Featurebase using a .csv file.

Migrating from feedback other tools (Import feedback with a .csv file)

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

Support Platform

Inbox

Inbox overview

Managing

Automation

Copilot

Other

Channels

Messenger

Email support

Conversations

Handling

Best practices

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

Deploy

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

Automatic language detection in conversations

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

Triggers

Building

Optimizing

Templates

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

Featurebase Mobile App

Learn how to customize your Help Center, create articles, and more.

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.