Featurebase Review
Support inbox and feedback platform combining tickets, help center and changelog.
- From:
- $37/agent/mo
- Founded:
- 2020
- HQ:
- Tallinn, EE
Featurebase began as a feedback-board and roadmap tool and has since built a help desk around it: a shared inbox, a chat Messenger, an AI agent called Fibi and a help center, sold in one subscription with the feedback, roadmap and changelog modules. Its own support page calls it "the next-gen support platform for SaaS", and that describes who it was built for. A DTC shop can run its inbox on it, but nothing on the pages we read connects it to a store.
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What it does
- Shared inbox fed by an embeddable Messenger widget (live chat, help articles, product updates), email synced into the inbox, and in-app conversations (support page)
- Fibi AI agent answers customers and runs custom actions. The examples Featurebase gives are extending trials and offering discounts, which are SaaS actions, not order actions (support page)
- AI Copilot answers agents from your company knowledge; AI drafts replies and macros in your tone (support page)
- Help center with AI answers in the search bar, 40+ languages and multi-brand, though the multi-brand workspace is an Enterprise feature (homepage, pricing)
- iOS and Android app, internal notes, @mentions, assign and snooze, all on the free plan (pricing, support page)
- Feedback portal, public roadmap and changelog come with every plan, whether you want them or not (pricing)
- The integrations page lists 12: Zapier, Intercom, Linear, Jira, ClickUp, Slack, GitHub, Segment, Discord, Zendesk, HubSpot, and Azure DevOps (quote on request). The pricing page adds Salesforce at Professional (integrations, pricing)
- Slack is described three ways: as an inbox channel on the homepage, as "coming soon" on the support page, and as a Professional feature on the pricing page. We treat it as unconfirmed
- Discord appears as an inbox channel on the homepage, but the integrations page describes only a
/feedbackcommand for feature requests - Missing: no Shopify, WooCommerce, BigCommerce or other store platform on the integrations page, so no order panel in the ticket and no order actions for the AI. Phone, SMS, WhatsApp, Instagram and Facebook Messenger are not mentioned on any page we read
Pricing at a glance
| Plan | Billed monthly | Billed annually | What you get |
|---|---|---|---|
| Free | Free | Free | Free forever with 1 seat. |
| Growth | $37 | $29 | $29/seat/month billed yearly ($37/seat/month after toggle). |
| Professional | $75 | $59 | $59/seat/month billed yearly ($75/seat/month after toggle). |
| Enterprise | $129 | $99 | $99/seat/month billed yearly ($129/seat/month after toggle). |
Prices in US dollars. Source: featurebase.app/pricing, checked .
- Priced per seat, per month, billed monthly or yearly. The page opens on yearly billing; paying monthly costs about 28% more per seat (pricing)
- Free: $0, 1 seat, unlimited conversations, live chat, inbox, mobile app. AI is not supported
- Growth: $37 per seat per month billed monthly, $29 billed yearly ($348 per seat per year). Adds Fibi, email, Copilot, AI replies and macros, advanced reporting, API/MCP/webhooks and integrations
- Professional: $75 per seat per month billed monthly, $59 billed yearly ($708 per seat per year). Adds workflows and automations, round-robin, SLAs, Salesforce and HubSpot, multilingual support, Slack, and 20 free Lite seats
- Enterprise: $129 per seat per month billed monthly, $99 billed yearly ($1,188 per seat per year), sold through a demo. Adds multi-brand, SSO, custom admin roles, Azure DevOps and AD, custom invoicing, and 50 free Lite seats
- The tier gate that hurts: workflows, round-robin assignment and SLAs all start at Professional. Five agents cost $1,740 a year on Growth and $3,540 on Professional, both billed yearly. That roughly $1,800 buys the ability to route a ticket automatically
- The pricing page does not say what a Lite seat can do. The FAQ "Who counts as a paid seat" did not render an answer in our copy
- Free trial: the page says "Start for free, no credit card required", but gives no trial length
- Startup program: 86% off plus one year of Fibi free, for companies founded less than 2 years ago with fewer than 6 employees. You get Professional features
AI pricing
- $0.49 per AI resolution, the same rate on Growth, Professional and Enterprise. Not available on Free (pricing)
- No plan shows an included allowance of resolutions
- The page's own savings calculator defaults to 500 AI resolutions, which costs $245 at the published rate
- The page does not say whether resolutions are billed monthly as they happen or added to the annual invoice
- What counts as a resolution decides the bill. The pricing FAQ asks that question, but the answer did not render in our copy. Get it in writing
- No spending cap is mentioned on any page we read
- What it can't do for a store: with no ecommerce integration listed, nothing we read shows Fibi looking up, cancelling, refunding or editing an order. For a DTC desk that rules out automating "where is my order", usually the largest category of tickets
Before you commit
- Monthly billing costs about 28% more per seat ($37 against $29 on Growth), so seats added for a Q4 peak cost more if you avoid a yearly commitment. On yearly billing, ask whether you can remove them in January. The pricing page does not say
- Without an order integration, agents keep the store admin open in a second tab. On an order-heavy queue that tab switch costs more time than any AI drafting saves
- Slack's status conflicts across Featurebase's own pages. Confirm it is live before you plan B2B or community support around it
- Both the homepage and the support page claim ">99.9%" uptime. We saw no contractual SLA, and we did not read the status page
- The homepage claims SOC 2, GDPR and CCPA. The footer says "Built in the 🇪🇺", but being built in the EU is not the same as being hosted there, and none of the pages we read gives a data location
- SSO and custom admin roles start at Enterprise: $99 per seat per month billed yearly
- Migration is promised "with a click of a button" for conversations and the help center. The support page does not name source platforms or say what happens to macros, automations and custom fields
- Every seat price includes the feedback and changelog modules. A store that will never publish a roadmap pays for them anyway
Who should buy it, and who should skip it
Who should buy
- SaaS and app businesses, including subscription apps sold direct to consumers, where support tickets and feature requests arrive in the same inbox
- Small teams already working in Linear, Jira or GitHub, which want support issues to reach the product backlog without copy-paste
- Early startups that qualify for the 86% discount
- Teams that want chat, a help center and an AI agent on one per-seat bill and can commit to a year for the lower rate
Who should skip it
- Shopify and other physical-goods stores where most tickets are about an order
- Phone, SMS or social-DM support teams
- Teams that need automatic routing and SLAs but are budgeting for the $29 tier
- Anyone who expects to cut seats after a seasonal peak
- Multi-store brands, since multi-brand starts at Enterprise
How we checked this
Plan names, seat prices, billing basis, tier features and the $0.49 AI rate were read on 2026-10-07 from Featurebase's own pricing page (https://www.featurebase.app/pricing/). The prices there sit inside an animated JavaScript counter that opens on yearly billing. The monthly-billed prices were read from the rendered page with the billing toggle switched, on 2026-10-12. Features, channels, integrations and security claims were checked the same day against the homepage (https://www.featurebase.app), the support product page (https://www.featurebase.app/features/support) and the integrations page (https://www.featurebase.app/integrations). Where Featurebase's pages disagree, on Slack and on Discord, we recorded the conflict rather than the more generous reading. Not verified: the answers to the pricing-page FAQs (seats, AI resolutions, trial, discounts), the status page, data hosting location, and Featurebase's HQ and founding year. No review-site text was used. This review has no scores; the scorecard is not yet approved.
What’s new in Featurebase
The latest from Featurebase’s own changelog, linked to each post.
- Product Tours: Guide users through your product
feedback.featurebase.app
- Customer portal redesign: API docs, tabs, and more
feedback.featurebase.app
- Feedback 2.0: Customer feedback on Autopilot
feedback.featurebase.app
- Featurebase Mobile: Native rebuild
feedback.featurebase.app
- Salesforce integration & HubSpot data sync
feedback.featurebase.app