Backlog
396Under consideration
Instagram DM integration for support
Bring Instagram direct messages into the Featurebase Inbox so teams can receive, manage, and reply to customer support requests in one place. This request tracks interest in Instagram DMs.
Facebook Messenger integration for support
Bring Facebook Messenger messages into the Featurebase Inbox so teams can receive, manage, and reply to customer support requests in one place. This request tracks interest in Facebook Messenger.
X (Twitter) DM integration for support
Bring direct messages from X (formerly Twitter) into the Featurebase Inbox so teams can receive, manage, and reply to customer support requests in one place. This request tracks interest in X direct messages.
Internal notes mention picker shows customers
The @ mention picker in internal notes should only suggest team members, but it also lists customers. Tagging a customer in an internal note is unintended and risks exposing internal context. Restrict the mention autocomplete to members.
Add hourly frequency limits for proactive Messenger workflows
I need to limit how often a proactive Messenger workflow appears without suppressing it for a full day. The current frequency options are days, weeks, and months, or sending every time. Please add an hours-based limit, such as once every 3 hours, or a configurable cap on sends per hour or day. This would let us offer help again when a customer retries a failed payment later the same day without showing the message on every attempt.
Visually distinguish Featurebase replies in Telegram chats
Replies sent from Featurebase in Telegram chats should have a visual distinction from other messages, such as a different color. Currently they blend in with the rest of the chat, making it hard to tell which messages come from Featurebase.
Show emails and support customer email search in the @mention picker
Users with the same name are difficult to distinguish in the @mention picker. Show their email addresses on hover and allow customers to be found by email, so teammates can identify and select the intended person.
Restore company members’ access to shared ticket conversations
With Private between company, colleagues can see tickets but can no longer read or continue their linked conversations. Previously supported company access was removed by the Messenger owner-only change, preventing colleagues from taking over during an absence. Restore ticket-scoped company access while preserving privacy for unrelated Messenger and email conversations.
Add audit history for Inbox and API block actions
Record contact block and unblock actions from the Inbox and contacts API in Audit logs, including the acting teammate or API key, affected contact, timestamp, and any supplied reason. This would help workspace admins trace why conversations were blocked without asking support to reconstruct the history.
Company subscriptions - Notify a contact about all tickets
Let a designated customer contact subscribe to all tickets from their company and receive notifications when a ticket is created or updated. Employees should be able to submit tickets directly while their main contact stays informed, without being added manually to every ticket. This should include tickets from the customer group they oversee. Keep ticket visibility and notifications separate: being able to see company tickets should not automatically subscribe every employee to notifications.
Planned
15Committed and queued
Custom hours for each SLA
Let each SLA policy use either business hours or calendar hours (24/7), so different customer contracts can be supported in the same workspace. For example, a critical ticket received on Saturday at 20:00 should be due on Sunday at 20:00 for a customer with a 24-hour calendar-time SLA. For another customer with a four-business-hour SLA and Monday-Friday, 09:00-17:00 office hours, it should be due on Monday at 13:00. Applying a different SLA through Workflows should also apply that policy's time calculation, without changing the office hours used by other customers.
Enlarge conversation drawer on search page
Make the conversation drawer opened from the search page larger, or provide an option to resize or expand it. The current drawer is too small to comfortably review tickets, which matters when working through open tickets one by one with customers on calls.
Include images/videos in macros
Being able to include images or videos in macros would improve the workflow. Currently we need to first add the macro and then find and include the relevant attachment.
Manual SLA adjustment from Inbox
I would like the ability to manually change an assigned Service Level Agreement (SLA) directly within the user interface. Currently, SLA changes are only possible through workflows. Our use case involves situations where a customer might raise a critical ticket, but upon review, we deem it to be a medium priority - or vice-versa. We need to be able to downgrade or upgrade the SLA in the UI, similar to how other ticket attributes can be adjusted.
Allow ticket state and category filters in OR groups for Inbox views
Ticket state and ticket category filters can currently only be used inside AND groups when creating Inbox views. This means they cannot be combined with other filter groups using OR, even though the view editor supports AND/OR grouping for other filters. For example, I want a Bug reports view that includes Inbox items where either: Ticket category is Bug Report conversation attribute Issue type is Bug The editor blocks this configuration and disables Save changes. This makes custom Inbox views much less flexible. Ticket state and ticket category filters should work with the same AND/OR grouping logic as other filters. Screenshot
Ticket filters in Inbox search
Teams need a faster way to find and organize tickets from the Inbox search panel. Right now, tickets can be filtered by fields like Assignee and Team, but there is no easy way to filter or search by ticket-specific details such as Ticket ID or Ticket Type. Requested filters Ticket ID / ticket number Ticket Type Why this matters When a customer or teammate references a specific ticket number, admins should be able to jump directly to that ticket instead of searching by title keywords or manually scanning the Inbox. Adding ticket-specific filters to Inbox search would make it easier to: Find a ticket by its numerical ID Filter tickets by type Build more useful ticket views Manage support conversations faster from one place
Multi-language support for Workflows
I would like the workflow action to have multi-language support, so it's possible to enter text in multiple languages, such as Dutch and English, i.e. adding translations.
Customizable sender name for team inbox
Currently, outgoing support emails in Featurebase automatically use the individual team member’s name as the sender. For our use case and likely many others we prefer all support emails from the support inbox to show a generic sender name (e.g., “Support {Organization}”), rather than an employee’s name. Could you add an option to customize and set the sender name for support inboxes, so all outgoing messages display the desired team or company name instead of the personal user’s name? Thank you for considering this improvement!
API for Managing the AI Assistant’s Q&A Data
Allow developers to programmatically manage the AI Assistant’s knowledge base (Q&A or training data) through an API. This feature would enable teams to create, update, and sync question-answer pairs from external systems - for example, syncing data from an existing voice AI or knowledge management platform. This would be especially useful for companies with their own AI or chatbot infrastructure that need to maintain a unified source of truth across platforms. The API should support CRUD operations on Q&A entries, allowing automation and real-time synchronization of assistant knowledge.
Side conversations - collaborate with external partners inside tickets
Allow teammates to collaborate with external partners directly within a conversation or ticket with side conversations. This keeps all communication in one place and avoids tool switching. Why it’s needed No need to jump to email or other tools to loop in partners. Updates stay tied to the original ticket, so nothing gets lost. Easy to manage multiple partner threads under the same customer issue. Key capabilities Start side conversations with external partners. Have multiple threads linked to one ticket. Updates flow back into the main conversation. Reassignments also transfer linked side conversations. Example: Support can message a delivery provider about a missing package while keeping the customer updated in the main conversation.
Next up
5Committed and queued
Add 'Fibi closes a conversation' workflow
We need a new Workflow trigger called ‘Fibi clsoes a conversation’ that is triggered when a conversation is auto-closed by Fibi, so we can run appropriate automation when the conversation is closed without human interaction.
Add User Tags & User Segments to Conversation details panel
Add User tags and User segments sections under the conversation details panel, and allow assigning user tags right from the inbox. Adding tags would enable support people to tag customers with relevant tags, like “Ask testimonial” or “High priority” straight from the conversation inbox. Seeing user segments would enable support teams to see whether a customer is part of any segments that they’ve created.
One-click Help Scout migration
Automatic importer to migrate Help Scout knowledge base & conversations to Featurebase.
Microsoft Teams integration for support module
Fully bring the Featurebase messenger experience to your Microsoft teams and provide support seamlessly to users wherever they are. Answer to customers in Microsoft Teams thorugh Featurebase inbox interface Create posts from requests in Microsoft Teams automatically etc.
Automated conversations migration from Zendesk
You can already migrate the Help Center from Zendesk, but users would also like to migrate tickets.
In Progress
4Actively being built
Reusable conditions / Segments in Workflows
I want to be able to reuse complex conditions (like a saved segment or a group of filters) across different workflows. For example, if I have a condition like 'email contains any of 6 definitions', I don't want to have to recreate that logic in every single workflow. It would be much easier to just select a 'Segment' or a 'Saved Condition' as a branch criteria.
Support merging conversations / tickets
A couple of use cases I have: End user reports an issue which requires opening a support thread with another provider, it’d be helpful to see both conversations in one place. Some providers (like Stripe) send a new email on every reply, rather than using the same email thread, which introduces a lot of clutter in the inbox with every reply.
Discord integration for support module
Fully bring the Featurebase messenger experience to your Discord channel and provide support seamlessly to users wherever they are. A bot in Discord that can respond to customers’ requests Sync posts between discord forum and Featurebase Answer to customers in Discord from FB messenger and post comments interface etc.
WhatsApp Integration for Support
Integrate with WhatsApp Business to enable it as a support channel within Featurebase, allowing users to receive and manage support requests via WhatsApp.
Done
167Recently shipped
Live chat & help desk module
Update: the support platform is now out of closed beta and available for everyone! You can enable it from Settings → Support → General.
Bring codebase context into Featurebase support
Teams want Featurebase support AI to understand their product through their codebase, not only through manually maintained documentation. Allow teams to securely connect selected code repositories so Fibi and Copilot can use code context to: Answer product and technical questions more accurately. Draft better support replies. Help investigate customer-reported issues. Stay current as the product changes. The specific solution could use GitHub, GitLab, Cursor, MCP, or another integration. The core job is to bring the knowledge contained in the codebase into Featurebase.
Urgency UI overlaps post details
Repro: Go to https://mynewcompany.featurebase.app/p/hello-world Click on Urgencyh Urgery component then replaces the properties tab by overlapping it. Other things like importance/usage frequency do same thing.
Filter/sort/hide completed tickets in the Ticket portal
I want to be able to filter out or hide closed/resolved tickets on the "Support Tickets" tab in the customer portal. For clients who raise a high volume of quick Q&A requests, open/ongoing tickets can easily get pushed down the list and "off screen" by closed ones. Having a toggle or button to "hide closed tickets" would keep active/open tickets visible.
Slack Integration: Domain-level exclusion (allow/deny lists) for ingestion and replies
I want the ability to set a domain-level exclusion (allow/deny list) on the Slack integration (at both the workspace and per-channel level). When an event is processed, if the author's email domain matches our excluded list, Fibi should not ingest the post or trigger AI/automated replies. This is critical for teams with large volumes of internal users who aren't necessarily added as teammates in Featurebase but frequently post in Slack Connect channels, causing Fibi to treat them as end-customers and respond to internal banter or celebratory posts.
Customize the Inbox details sidebar
Let teammates customize the right-hand details sidebar in the Inbox so they only see the sections and integrations relevant to their workflow. Teammates should be able to: Show or hide sections such as Discussions, integration links, attributes, and customer details Reorder sections Pin frequently used sections Save these preferences to their teammate profile so they persist across devices Currently, unused sections remain visible and add unnecessary clutter. This customization should work for both Conversations and Tickets.
Settings: opening an Enterprise locked tab introduces a blur on the page that makes navigating to another settings section impossible
Example: dashboard/settings/support/assignments?tab=limits. Not urgent, but would be a quality-of-life improvement. Keep up the good work, guys!
Macros in mobile app
I would like to be able to use macros and tag conversations directly within the mobile app. I am currently unable to find the option to use macros, and it would be very beneficial to have the ability to tag conversations from the mobile app.
Fibi AI CSAT
Have users rate Fibi AI's response quality to get more data on what to improve and how Fibi AI is working.
Setting to prevent replies to closed tickets
We already have a “prevent visitors from replying to closed conversations” setting for the Messenger, but there should also be a separate option for tickets.
Conversations should be unassigned when a CS/Admin is removed
When a Team member/CS/Admin is removed, their assigned conversations are not automatically unassigned. Instead, they remain assigned to the removed user and are only visible via the 'All messages' filter, effectively being assigned to a non-existent user. This behavior is problematic, as it leaves conversations in a 'stuck' state, requiring manual identification and reassignment.