How do support conversations turn into product requests?

Featurebase calls the improvement you track a Request. An Insight is a specific piece of evidence behind it, such as a customer’s description in a support conversation. A Requester is a person associated with that Request.

A portal post and a support conversation can point to one Request for a receipt download. Keep the original context as an Insight. If it merely explains why the feature would help, link it as evidence. If two Requests ask for the same outcome, a merge transfers their Requesters and comments to the one you keep.

What makes a Request visible to customers?

Featurebase checks access to the customer portal, the Request’s category and the individual Request. Moderation can also hold a Request for review. Set the audience before sharing a portal link.

A team-only category stays off the customer portal. In a category customers can browse, a Request can still have its own narrower audience. Check the retained Request’s audience before merging, because comments travel with the merge. A public title should explain the problem without repeating someone’s private support details.

How can you practice linking feedback without changing anything?

Write a fictional portal request and a fictional support note. Keep the exercise in your own notes, with no customer account or workspace connected.

Write one shared need
Use “I need a copy of last month’s receipt for our records” and “Can I download my receipt?” Write one Request for downloading past receipts and keep the notes that explain why people need it.
Make a visibility decision
Mark the receipt download as a shareable idea. Add a fictional account-specific billing dispute and keep that record in the private support path. Draw which details a customer can see and which stay in the team’s notes.
Decide what to follow up later
Write the short update you would consider after a download feature works. Mark which people should see a general progress update and whether a support conversation needs its own reply. Leave both unsent.

What can happen after you change a Request?

Changing a Request’s status adds an internal note to each linked Support conversation, even when you send no customer update. The portal update and a customer reply in Support are separate actions. Review the audience and message before choosing a follow-up.

The standard update goes to subscribed portal Requesters when the Request is available there. A private or held Request does not send that default customer message. Depending on the plan and settings, Autopilot can link feedback and merge clear duplicates. Review automation, moderation and access separately before connecting a live source. If you need a person to make every merge decision, check which automation level the workspace is using.

Whose seat changes the cost?

The current Free plan includes one full teammate seat. Paid plans price full dashboard seats per teammate. Customers who submit feedback do not need seats. Featurebase lists unlimited feedback items and end users on the current plans.

Professional and Enterprise include limited-access Lite seats. Decide who needs to manage boards, who needs to contribute context and who can submit a request as a customer. Check both the seat and role before assuming someone can change a board or export records.

What can you take to another tool?

A teammate with permission can export Request rows across the workspace as a CSV spreadsheet. The download can include author names and emails, status, Requester counts and form fields. It covers the workspace even when your open dashboard view is filtered. Save the download within 24 hours.

If you need the people associated with one Request, Featurebase documents a separate Requester CSV. Check which fields and original support material you need before ending the subscription. If the subscription has already ended, Featurebase’s terms give you 30 days after cancellation or termination to request an export. Save the files in a restricted place. A Request export that contains contact details belongs with customer data.