Featurebase

New: Custom Inbox views 🗃️ You can now save custom Inbox views to quickly access the conversations that matter most. Create views using filters like status, channels, assignees, tags, SLA, and more. Then pin your most important views to the sidebar.

Building a startup without a single customer call sounds like terrible advice. Honestly, it probably is for most people. YC tells you to get out of the building. Everyone tells you to do customer discovery calls. And they're right. But when we started Featurebase at 19, we didn’t do any of that. Not because we had some genius contrarian insight. We were just shy, clueless, and… A 19-year-old sitting across from a senior product leader wasn’t going to inspire much confidence on either side of the table. 😅 So we found other ways to get user insights. For years, we kept our live chat response time around 1 minute. Sometimes at 4 AM. Three founders, thousands of conversations, no support hires before $1M ARR. That's where the real signal lived. That whole approach is what eventually became Featurebase itself - we're basically selling the product that helped us build the company. At Latitude59 this week, I'm doing a keynote on exactly this: "How to Build a Product Users Love Without a Single Customer Call" → Why customer calls are not the only way to understand users → How support can become your strongest product discovery channel → How to balance user feedback with product vision and taste → Why copying others is underrated when done right → How to turn feedback into a flywheel that keeps users coming back Plus a few painful lessons from getting it wrong. See you at Latitude59 in a few days! 🔥 cc: Liisi Org, Liisa Jõerüüt, Mariam Ahmed, Kai Isand, Kristjan Korjus, Axel Täubert, Kitty Mayo, Uku Joost Annus, Priit Kaasik, Dr. Ailish McLaughlin, Jade Yarrow

I'm suuuper excited to finally announce Featurebase MCP! 🙏 You can now connect to Featurebase directly with your favorite AI tools, like Claude, ChatGPT, and Cursor. Anything you can do via API, an AI agent can now do for you: → Deep research across your entire workspace → Analyze feedback & support conversations at scale → Draft and update Help Center articles in bulk → and so much more Some prompts to get you started: → "What top paying customers are at risk of churning?" → "Update all relevant help center articles with the latest info on XYZ" → "Summarize this week's feedback by theme & assign owners" → "What are the most common issues emerging from support this month?" It's one of the most powerful features we shipped lately! Featurebase has your whole support, feedback, and user data in one place - and now you can bring it into any LLM with a click. Will share how we've implemented this into our workflows in the coming weeks!

3 absolutely awesome QoL updates this week: ✦ Command-K action menu ✦ Keyboard shortcuts ✦ Settings rework Command-K action menu 💫 Hit ⌘+K (or Ctrl+K) from anywhere in a conversation to run almost any action with just your keyboard. Compose replies, use macros, respond with AI, and much more! Keyboard shortcuts ⌨️ Featurebase now has a full keyboard shortcut system across the support inbox. Snooze and close conversations, assign to teammates, reply with notes, and plenty more. Settings rework ⚙️ We've reorganized Settings to be much simpler as Featurebase has grown. Consistent layout, better navigation, and settings for products you don't use stay hidden. Full update in the comments! 👇

Introducing: Tickets 🎟️ Featurebase now supports tickets, so your team can handle complex issues that need time, collaboration, or multiple steps to resolve. Works out of the box with Workflows, SLAs, multi-brand, AI translations & integrations like Linear & Jira. Comes with: ✦ A public Ticket Portal next to your Help Center & Feedback board ✦ Tickets tab in the Messenger widget ✦ Automatic emails for status changes ✦ And much more Video + full changelog in the comments 👇

New: Dynamic Variables You can now personalize messages, changelogs, surveys, and more with customer data like {first_name} or {company_plan}. Just type { in the editor and pick a variable. You can also set fallback values for when data is missing. Works in Macros, Workflows, Messenger, Changelogs, and Surveys!

New this week: ✦ Merge user profiles ✦ Recent page views ✦ More contact metadata We've made it easier to keep your user data clean and give your team more context when helping customers. Merge user profiles 🧹 You can now merge duplicate leads into existing users so all conversations, attributes, and history live in one place. More captured data 🏷️ The Messenger now automatically captures more user data, including recent page views, browser info, OS, and more. This helps your team provide faster support without asking extra questions. Full update in the comments!

Have a completely custom public roadmap of your Linear or Jira backlog. 🗺️ Bring transparency to your customers and teammates!

We're continuing to pack crazy value into one tool! 🤑 Introducing: Multi-brand support for Messenger & Help Center 🎨 You can now manage all of your support across multiple brands or products with a single Featurebase subscription! ✦ Separate Messengers per brand ✦ Different Help Centers with unique domains ✦ Custom logos, colors & sender emails All managed from one workspace!

A super neat new update for all changelog users! 📢 Bring product updates into your app with the new, non-intrusive card design. When clicked, the card expands into a popup or can optionally take users directly to your changelog page. Inspired by Linear among many others. ✨