Mike HeapMike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.
Table of Contents
- Featurebase at a glance
- What is Featurebase?
- How easy is it to set up Featurebase?
- What channels does Featurebase work in?
- What are the limitations of Featurebase?
- What knowledge sources can Featurebase's AI train on?
- What features does Featurebase have?
- How do I improve Featurebase's AI responses?
- What resolution rate can I expect from Featurebase's AI?
- What AI model powers Featurebase's Fibi?
- What languages does Featurebase work in?
- How secure is Featurebase?
- Who is using Featurebase?
- How much does Featurebase cost?
- Featurebase's per-seat plans
- Featurebase's $0.49 AI resolution fee
- What Featurebase costs at 10,000 tickets a month
- Does Featurebase have a free trial?
- Is Featurebase worth it?
- What are the pros and cons of Featurebase?
- Pros
- Cons
- FAQs
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Featurebase runs $0 to $99 per seat/month, billed yearly, and charges $0.49 for every AI resolution on top. Its AI agent only deploys to Featurebase's own messenger and email, with no documented way to run it inside another vendor's helpdesk, so switching it on means moving yours.
You've probably landed on Featurebase from one of two directions. Either you're shopping for a feedback board and it came up next to Canny, or you're shopping for AI support and someone sent you a $0.49-per-resolution price that looked too cheap to be true.
Both routes end at the same question: what is this thing, actually? Featurebase spent its first years as a product-feedback tool, then grew a helpdesk and an AI agent on top through 2026 (Tickets in April, custom inbox views in May, Outbound in July). The marketing now sells both halves at once, which makes it hard to tell which half is mature and which one is new.
I'm Mike, co-founder of My AskAI. We help 200+ ecommerce and SaaS businesses run AI customer service, most of them inside their existing helpdesk, so I spend a lot of my week pulling apart vendors' resolution numbers and per-resolution price lists.
By the end of this you'll know what each half does, where the AI can and can't run, what the whole thing costs at real volume, and whether it fits the team you've got.
Featurebase at a glance
Fact | Detail |
What it is | Feedback and product suite with a helpdesk added |
Headline price | $0 Free, then $29 to $99 per seat/month, billed yearly |
AI price | $0.49 per AI resolution (paid plans), charged at most once per conversation |
G2 rating | 4.7/5 from 49 reviews |
Best for | Product-led SaaS teams consolidating four tools into one |
Not a fit for | Adding AI to the helpdesk you already run |
Biggest limitation | Fibi only deploys to Featurebase's own messenger and email |
Our verdict | 7/10 |
If the job you're hiring for is an AI support agent, compare the meters. Featurebase bills per seat plus $0.49 for every AI resolution, so the AI line climbs as the AI gets better. We bill a flat ~$0.10 per ticket at My AskAI, on top of the helpdesk you already pay for, and that number holds still as the resolution rate climbs.
What is Featurebase?
TL;DR: Featurebase is a customer-feedback and product suite (boards, roadmaps, changelog, surveys and a help center) that added a unified inbox, tickets and an AI support agent called Fibi through 2026.
The homepage leads with "Modern customer support & feedback platform" and the subhead "Support your customers with AI, collect feedback, and announce product updates", all with one tool. On the features hub it calls itself "the modern support & product suite". The pitch is consolidation: one subscription in place of five separate tools, and on the product side I reckon they've earned it.
In support-team terms, it's four layers stacked on one database:
- Feedback: public or private boards where customers post and upvote requests, in-app feedback widgets, revenue and segment linking, automatic duplicate detection, and close-the-loop notifications to everyone who upvoted.
- Communicate: public and internal roadmaps that auto-update from Jira, Linear, GitHub and ClickUp, plus a changelog page and in-app release widgets.
- Support: a Help Center knowledge base with AI search, a unified inbox, Tickets, Workflows, an AI Copilot for agents, AI replies and macros, and the Fibi AI agent.
- Measure: surveys, covering NPS, CSAT, CES, product/market fit, link surveys and open questions.
G2: Featurebase scores 4.7/5 from 49 reviews on G2. "Fibi (their support agent) sources its answers from all of those surfaces together, so the chatbot actually knows what users are asking about instead of just pulling from help docs." via a G2 reviewer (Growth Lead).
That reviewer has the architecture right. The roadmap, the changelog and the feedback board sit in the same database as the help articles (a wiring job most support tools never attempt), so Fibi can answer "is this shipped, planned, or a known bug" from the source of truth.
The product half came first and the support half is new. The changelog runs in order: Tickets shipped on 14 April 2026, an MCP server on 4 May, custom inbox views on 28 May, Fibi 3.0 on 18 June, and Outbound on 7 July. That's a lot of new product in five months.
The company itself is small and unusual for the category. Featurebase was founded at the end of 2020, is based in Tallinn, Estonia, and its about page describes it as "a fully bootstrapped and profitable company" run by co-founder Bruno Hiis.
The homepage claims 1,500+ customers, 30m+ customer issues and conversations, 186+ countries and better than 99.9% uptime.
How easy is it to set up Featurebase?
TL;DR: The feedback and roadmap side goes up in an afternoon. The support side takes longer: you need a Help Center before Fibi is useful, and turning the agent on for email means building a workflow.
Featurebase is fully self-serve. The pricing page says "Start for free, no credit card required," and only the Enterprise tier is gated behind "Book a demo". Featurebase advertises automatic migration from other knowledge-base platforms, and "Can I migrate existing data from other tools?" is a standing question on the pricing FAQ.
For the support side, the sequence runs: create the workspace, build or migrate the Help Center, install the Messenger widget, then configure Fibi. The Fibi setup doc walks through the agent config step by step: general settings (avatar, name, instructions), training data, custom actions via APIs, handoff settings, auto-close rules, then deploy.
Deployment comes in two modes. Simple Deploy is the quick route and runs over Messenger.
Advanced Deploy uses Workflows for "complex routing, branching logic, and integration with existing automation flows". It's also the mode that "allows Fibi to be used over Email". Email coverage is a workflow you build (worth knowing before anyone promises you the AI will answer email on day one).
Documentation is the first dependency: the same doc says Fibi "strongly relies on your Help Center for helping customers", so a team without written docs has to write them before the agent is worth paying for. The second is the Free plan, which has no AI at all, so Fibi can only be assessed on the trial or a paid plan.
Featurebase publishes no time-to-value claim, no "live in five minutes" headline and no documented setup duration. Word-on-the-street is that you can get the front end up quickly, and reviewers back that up:
"The help center in particular stands out visually – clean, professional, easy to set up."
That's Sophia Falck-Ytter, writing on Product Hunt. Treat "fast to set up" as reviewer-supported; Featurebase makes no commitment on it.
For the AI-support piece specifically, My AskAI installs into the helpdesk you already run (Zendesk, Intercom, Freshdesk, Gorgias or HubSpot) as an approved marketplace app, which takes about 10 minutes and no developer for a standard setup.
What channels does Featurebase work in?
TL;DR: Featurebase covers its own in-app Messenger, email, the Help Center and a customer ticket portal. Fibi, the AI agent, deploys to the Messenger and email, and the Help Center carries a Fibi surface of its own. There is no voice, and WhatsApp, Slack, Discord and MS Teams are all listed as coming soon.
The customer-facing side covers Featurebase's own in-app Messenger widget, email, the Help Center (which carries AI search answers and an embedded Fibi surface), and a customer-facing Tickets Portal. The tickets page describes that portal as somewhere users "submit, view, and track all their tickets without reaching out to your team".
Fibi's documented deploy surfaces are Featurebase's own Messenger and email, with the Help Center carrying an embedded Fibi surface on top.
Simple Deploy runs over Messenger, Advanced Deploy adds email, and Featurebase documents no way at all to deploy Fibi inside another vendor's helpdesk. I'd want that confirmed in writing before anyone signs.
Featurebase's Zendesk integration is a feedback-capture connector.
The Zendesk integration page lists ten capabilities, and every one of them is feedback capture, sync or notification: track customer requests, save requests as actionable issues, sync information, automatically notify customers about progress, automatic email updates, manually subscribe users, prioritize customer requests better, filter feedback by user segments, rank by revenue impact, rank by value versus effort. Fibi isn't mentioned once on the page.
The same pattern runs through the whole connector list, where every verb is capture, sync or notify. On any vendor's integration page I read the verbs before I read the logos. Slack, Discord and Intercom let people submit feedback, upvote on behalf of users and receive notifications.
Jira, Linear, GitHub, ClickUp and Azure DevOps two-way sync issues into the public roadmap. Zendesk and HubSpot track requests raised elsewhere. Segment handles event tracking and Zapier handles general automation (the catch-all for anything not on the list).
Turning on Featurebase's AI means migrating your helpdesk. The feedback boards just plug into what you already run.
I'd budget and staff those as two different projects at two different levels of risk, because the marketing sells them as one product.
Three things the channel pages contradict or leave out:
- Slack is contradictory across their own pages. The support page lists channels as "In-app, Slack (coming soon), Emails, Messenger widget", while the tickets page lists "In-app, Slack, and Emails" with no qualifier. Ask them which it is.
- Slack, Discord, WhatsApp and MS Teams are all marked "coming soon" on the pricing page's feature table, so the accurate statement is that they aren't available today.
- Voice and phone appear nowhere in the product, including on that coming-soon list. If you take phone calls, I'd plan on keeping a second vendor for them.
On the agent side you get iOS and Android apps, a unified inbox with assign and snooze, internal notes, @mentions, saved Custom Inbox Views, SLAs and Command-K shortcuts. API, MCP server and webhook access sit on the Professional tier and above.
We built My AskAI the other way round: our AI agent runs inside Zendesk, Intercom, Freshdesk, Gorgias or HubSpot, so you keep your inbox, your macros, your tags and your routing. If you change helpdesk later, the trained agent moves across with you.
What are the limitations of Featurebase?
TL;DR: The feedback and roadmap core is mature. The newer helpdesk and AI layer carries the real caveats: the AI is locked to Featurebase's own channels, pricing runs on two meters, and the AI rate rose 69% on 1 July 2026.
Most of Featurebase's limitations are structural.
The first is that the AI is locked to Featurebase's own channels. If you run support on Zendesk, Intercom, Gorgias, Freshdesk or HubSpot, Fibi does not layer onto it.
You move your support operation onto Featurebase or you don't get the AI. I'd get a straight answer on that before anyone books a demo.
The second is that pricing runs on two meters and several taps. You pay $29, $59 or $99 per seat per month billed yearly, plus $0.49 per AI resolution, plus $19 per seat per month if you want unlimited AI Copilot, plus overage on outbound emails above 5,000 a month, plus overage on AI translations above 250,000 characters a month, plus $69 a month to remove Featurebase branding.
The seat line grows with your headcount and the AI line grows with how well the AI performs. I'd model both, because at any real volume the AI line is the bigger of the two.
The third is that the AI resolution price rose 69% inside a month. The Fibi 3.0 changelog entry of 18 June 2026 states: "Starting July 1, 2026, Fibi AI resolutions will move from $0.29 to $0.49 per resolution".
That's a price change announced in a release note. Stale $0.29 figures are still indexed all over the web, including in search snippets, so anyone budgeting from a third-party page today will build the model on the wrong number. I'd budget on $0.49 and re-read the changelog before you sign anything.
The fourth is coverage. There's no voice anywhere in the product, and WhatsApp, SMS, Discord and MS Teams aren't available today, though several are listed as coming soon (WhatsApp is the one we get asked about most). Slack is the odd one out, since Featurebase's own pages disagree on whether it's live.
A team with phone support or a WhatsApp-heavy market needs a second vendor alongside.
I'd also flag that the resolution figure is self-measured. The 65% fleet-wide number comes from Featurebase measuring Featurebase, with the methodology unpublished and no independent audit.
There's no AI case study with numbers in it either: every named-executive testimonial on the customers page is about feedback centralization, transparency and roadmaps. The AI proof points live on the support page as two founder testimonials with no supporting detail behind them. On a call, I'd ask for a workspace-level number from a customer whose ticket mix looks like yours.
The compliance story is solid but narrow. SOC 2 Type II and GDPR with a DPA is a good position for a company this size, but the Trust Center lists no other active framework, hosting is EU-only, and SSO and identity management sit on the $99 Enterprise tier (worth pricing out early if your IT team treats SSO as a hard requirement).
Last, the optimization tooling is thinner than the feature tooling. Featurebase documents an "Improve answer" function and custom training content, but nothing on bulk simulation or replay against historical tickets before go-live.
That's an absence of documentation, so it may well exist unpublished. I'd ask about it on a call if you want to de-risk the launch.
On cost model specifically: My AskAI charges a flat ~$0.10 per ticket whether the AI resolves it or not, so there's one meter and the bill doesn't move as the resolution rate climbs.
What knowledge sources can Featurebase's AI train on?
TL;DR: Fibi trains automatically on your Featurebase help center, updates and feedback portal, and you can add files, crawled websites and private Q&A snippets on top. It also reads live product state, which no standalone AI agent can do without custom plumbing.
The zero-config part is real. Per the custom training content doc, "Fibi AI Agent is automatically trained on your Featurebase help center, updates, and feedback portal, so you don't need to add content from there manually."
Three manual source types sit under Automations then Training Data:
- Files: "Custom files help Fibi provide accurate answers based on your internal documentation." PDF, Word and text files, private and invisible to customers.
- Websites: "Website sources let Fibi pull helpful information directly from your own website or other relevant URLs." You can crawl a whole site with include and exclude path rules (the doc's example is
blog/*) or fetch a specific comma-separated list of URLs.
- Q&A snippets: "Q&A snippets are small sources of information that aren't publicly available to customers and are only used to improve AI answer quality and coverage."
Featurebase's edge over a standalone AI agent sits in one line of the Fibi overview: the agent has context from "Help Center articles, customer requests, changelogs, roadmaps, and more".
Because all of that lives in one database, Fibi can tell a customer that a feature is planned for next quarter, or that a bug is already logged with 40 upvotes, from the actual record. On product-state awareness I'd call it the one to beat. A vendor whose AI only reads help docs cannot do that without a lot of plumbing.
What isn't documented anywhere: file size limits, source count caps, storage limits, or how often websites and uploads get recrawled. If any of those constrain your setup, I'd ask before you buy.
The dependency to plan around is the same one every AI agent has. Fibi "strongly relies on your Help Center", so the depth of your documentation is the ceiling on the agent's performance (the single most common blocker we see on any rollout, ours included). If you don't have a help center yet, My AskAI can train on your historic tickets and auto-draft starter knowledge from them, the last 5,000 by default and more on request, so a team starting from nothing can still get an agent live.
On source breadth, My AskAI connects to Google Drive, Notion, Confluence, SharePoint, OneDrive, Dropbox and Shopify alongside your helpdesk's own help center, plus website sync, direct file upload, custom Q&A answers and live backend data through the User Data API.
What features does Featurebase have?
TL;DR: Feedback boards and voting, public and internal roadmaps, a changelog, NPS/CSAT surveys, a Help Center, a unified inbox with three ticket types, Workflows, an AI Copilot for agents, and the Fibi AI agent.
On the support side, the inbox puts Messenger and email in one queue with assign, snooze, internal notes, @mentions, a customer data sidebar, SLAs and saved Custom Inbox Views. Tickets came in three types when they shipped in April 2026: customer tickets ("Turn conversations into tickets to solve complex issues and keep customers informed"), back-office tickets for internal collaboration, and tracker tickets that "Track widespread issues and update all affected customers with a single click".
Workflows is a no-code visual builder for routing, branching logic and custom actions like extending a trial or offering a discount. I'd test that builder hardest during an evaluation, since it carries your routing and your custom actions. Outbound, added in July 2026, handles proactive messaging through chat, banners, email, surveys and updates with segment targeting.
On the AI side, Fibi handles autonomous resolution and can call your APIs for custom actions (trial extensions, order lookups and billing actions), with a configurable persona and handoff settings. AI Copilot gives agents instant answers from company knowledge, free for 10 conversations per seat per month and $19 per seat per month for unlimited.
Around those sit AI replies and macros, Fibi AI attributes for automatic conversation classification, AI search answers in the Help Center, AI feedback prioritization with duplicate detection, AI translation of help articles, and AI changelog writing.
On the product and feedback side (the half Featurebase has been building longest) you get the feedback portal with posting, upvoting and discussion, in-app widgets, revenue and segment linking so requests can be ranked by business impact, automatic close-the-loop notifications, public and internal roadmaps, the changelog with release segmentation and stats, and the survey suite.
The Help Center itself is a proper product: an editor with images, video and GIFs, custom domain and branding, article access controls, article analytics, multi-brand support and automatic migration from other knowledge-base platforms.
On the platform side, API, MCP server and webhooks are Professional tier (check your tier before you promise engineering an API). Multi-brand workspaces, SSO, custom admin roles, advanced HubSpot and Azure AD are Enterprise.
That's a lot of software for $29 a seat. Each layer is competent, and a team that needs a best-in-class help center or inbox will still buy a specialist for it.
My AskAI covers a narrower span and goes deeper on the support agent itself: multi-step tasks that call your APIs, batch testing against sample questions before go-live, and Insights that groups every conversation into topics and scores all of them for AI CSAT.
How do I improve Featurebase's AI responses?
TL;DR: The Help Center is the main lever, backed by custom training content, Q&A snippets and an "Improve answer" function added in Fibi 3.0. There's no documented way to replay against historical tickets before go-live.
The improvement loop runs the same way on every vendor we work with: monitor, find the gap, fix it, test again. On Featurebase, each of those steps has a documented surface.
Documentation coverage comes first, because Fibi leans on the Help Center by default. We see the same thing on our own rollouts: the knowledge work does most of the lifting. After that, the fix I'd reach for on a single wrong answer is a custom Q&A snippet, since it corrects the agent without you having to publish a public article about an edge case.
Fibi 3.0, released in June 2026, added an "Improve answer" function that lets a teammate refine a specific response from inside the conversation. That's a useful thing to have when the alternative is opening a settings panel and hunting for the source article.
Featurebase keeps the tone controls deliberately small. The Personality and Branding section takes "a short prompt to guide Fibi's tone and responses", and the docs advise keeping custom instructions "simple and clear for the best results (e.g. 'Be helpful and friendly')".
I'd agree with the restraint. Long persona prompts tend to make agents worse.
You can also control what the agent does as well as what it says. Handoff is on by default: "By default, Fibi hands a conversation off to your team when a customer asks for a human or when it can't resolve the request on its own", and it can be turned off. Workflows handle the routing and branching, and Fibi AI attributes classify conversations so you can slice performance by ticket type.
What isn't documented is the pre-launch half: bulk simulation or replay against historical tickets, prompt A/B testing, confidence-threshold tuning, or a report naming the questions the agent is failing. If you want to de-risk go-live, I'd put this on the call agenda.
Whichever vendor you pick, plan for resolution rate being a function of the knowledge work you keep doing (we watch it happen every time a customer goes quiet on knowledge upkeep). Left alone, a good resolution rate slides, because the product keeps changing faster than the docs.
My AskAI runs this loop as Self-Learning: the agent compares its own reply to the human's reply on every handed-over ticket and drafts new knowledge articles from the difference each week. When you want to know why a particular answer came out the way it did, you ask Echo in the dashboard which sources it used.
What resolution rate can I expect from Featurebase's AI?
TL;DR: Featurebase publishes a fleet-wide average: Fibi's resolution rate rose from 50% to 65% across all customer workspaces with Fibi 3.0 on 18 June 2026. It's self-measured, the methodology isn't published, and no third party has validated it.
Here is the number, verbatim from the Fibi 3.0 changelog:
"Fibi's resolution rate has increased from 50% to 65% across all customer workspaces"
The 65% is a fleet-wide average, and the marketing stays consistent with it: the Help Center product page says Fibi will "resolve over 60% of questions instantly". Most vendors quote their best customer and call it a benchmark, so I'll take the fleet average as the better disclosure.
I'd want the caveats on the record before quoting 65% to a finance team. The number is self-measured and self-published.
The methodology isn't disclosed, so you don't know whether "resolved" requires a customer confirmation, a CSAT signal, or simply no escalation inside a window. And no independent audit or analyst has checked it. The average also sits across a customer base skewed toward product-led SaaS companies with good documentation, so a team with a thin help center shouldn't read 65% as a forecast.
The support page carries two more customer numbers. One testimonial says the AI "solves more than 80% of our support queries with AI" and another says it "handles more than 60% of our support requests". Those are customers estimating their own results, which is fine as color but is a different kind of evidence to a measured figure, and neither one validates the 65%.
How Featurebase counts a resolution is also how it bills you, which is unusually clean. From the same changelog entry: "You still only pay when Fibi successfully resolves a conversation, and you are charged at most once per conversation." Several questions inside one chat still count once.
For context on where the field sits, our own AI resolution rate benchmarks put the median at 70% across 195 rated deployments and 38 vendors with a rated deployment, a P25 of 56% and a P75 of 80%.
That set comes with its own caveats. It's an aggregate, so it shouldn't be used for vendor-versus-vendor duels, and it's directional rather than like-for-like (every vendor defines its metric differently, and "resolution" numbers run around 12 points above "automation" numbers purely on labeling).
Published figures are also self-selected marketing wins, so the true field average is probably lower.
For reference, My AskAI's rolling 30-day resolution rate across our full customer base is 72%. On a per-resolution model, every point of resolution you win becomes another line on the invoice, while a flat per-ticket bill stays where it is as the rate climbs.
What AI model powers Featurebase's Fibi?
TL;DR: Featurebase never names the model behind Fibi. Its AI policy names OpenAI and Google Gemini as the AI infrastructure behind product features, and the Trust Center lists Anthropic among 32 subprocessors.
There is no "powered by X" statement on the product pages, the pricing page or the Fibi documentation. If you see one on a third-party site, I'd treat it as a guess.
What is disclosed sits in two places that don't perfectly agree. The help center's AI policy names OpenAI and Google Gemini as the third-party AI infrastructure powering product features, while the subprocessor register on the Trust Center lists Anthropic among 32 subprocessors.
My reading is that Featurebase uses several third-party model providers and doesn't commit publicly to one for Fibi. There's also no customer-facing model-selection control, which is fine for most teams and a blocker for anyone whose security review asks which model handles customer data.
Data handling is the clearer disclosure of the two, and the half our own security reviews spend time on. The AI policy states that customer data isn't shared with third-party AI providers for training and isn't used to train any AI models. Combined with SOC 2 Type II and EU-only hosting, that's a stronger disclosure than anything published about the models.
Architecture is undocumented: nothing published on embeddings, retrieval strategy, or how the roadmap and changelog context gets fused into an answer.
For comparison, My AskAI runs a mix of models: predominantly OpenAI, with Google and Anthropic models used for specific tasks where they perform better, small fast models for routing and classification, and continuous A/B testing across the mix.
What languages does Featurebase work in?
TL;DR: 40+ languages, delivered by AI auto-translation of help articles with automatic language detection. It's a Professional-tier feature and it's metered at 250,000 free translation characters a month.
The "40+ languages" figure appears on both the support page and the Help Center page, and the Help Center detects a visitor's language automatically so they land on the right version. I'd take the count at face value and test the handful of languages you actually sell in.
Multilingual is a Professional-tier feature on the pricing page, so it sits at $59 a seat. The mechanism is AI auto-translation of your help articles, metered at 250,000 free characters a month with overage fees beyond that.
Featurebase publishes neither the language list nor per-language quality, and doesn't say whether Fibi does cross-language retrieval (an English knowledge base answering in German) or leans on the translated articles. Treat "40+" as a vendor-stated count.
My AskAI detects the language per message across 95 languages and replies in the customer's language by default, with no separate translation meter.
How secure is Featurebase?
TL;DR: SOC 2 Type II certified, GDPR compliant with a published DPA, TLS in transit and AES at rest, and EU-only hosting in the Netherlands, Germany and Ireland. SSO is Enterprise-tier only.
We get asked about vendor security constantly. For a company this size, Featurebase covers more than most.
The Trust Center lists SOC 2 Type 2 as "Compliant", and the security FAQ states "Yes, Featurebase is officially SOC 2 certified. The full SOC 2 Type II report is available upon request" through live chat or their support email (in practice, an email and an NDA). Compliance is monitored continuously through Comp AI.
On data protection, the same FAQ says "Yes, Featurebase is fully GDPR compliant" and publishes a Data Processing Agreement. Encryption is standard: HTTPS and TLS for traffic to end users, and AES at rest.
Hosting is EU-only, and the security FAQ is specific about where. "We are hosted on cloud providers AWS, Hetzner, and DigitalOcean. Your data is hosted in the Netherlands, Germany, and Ireland."
EU buyers get a clean answer on residency. No other region is offered, so I'd raise it on the first call if you sell into the US.
The Trust Center publishes 32 subprocessors, including AWS, Anthropic, Attio, Betterstack and Churnkey.
Only SOC 2 Type 2 shows as an active framework, so ISO 27001 and HIPAA are absent from the Trust Center. SSO, identity management and custom admin roles are Enterprise-only at $99 per seat per month, which is a steep step up if SSO is a hard requirement for a ten-person team ($99 times ten seats is $990 a month before a single AI resolution).
My AskAI is SOC 2 Type II certified and GDPR compliant, with AES-256 encryption at rest, TLS in transit, and customer data never used for model training. You can read the live trust report at any time.
Who is using Featurebase?
TL;DR: Lovable, Raycast, Polymarket, n8n and Ghost are all on the customers page, alongside OpenSea, Elementor, Telenor, HackerRank, AssemblyAI, beehiiv, Plotly, Nansen and Dune. The homepage claims 1,500+ customers.
The customers page is a logo wall with no case-study library behind it, but the names on it are recognizable. Lovable, Raycast, Polymarket, n8n and Ghost are the ones most likely to mean something to a product-led SaaS team, and OpenSea, Elementor, Telenor, HackerRank, AssemblyAI, beehiiv, Plotly, Nansen and Dune sit alongside them.
The verticals cluster hard, which tells you who the product was built for. Developer tools and product-led SaaS make up the bulk (Raycast, n8n, Ghost, Tiptap, AssemblyAI, Plotly, Mailtrap, Supademo), then AI-native startups (Lovable, Base44, Mercor, Hedra, Profound), crypto and web3 (Polymarket, OpenSea, Nansen, Dune), and gaming (Ready Player Me, WeMod, GameGlass, Funcom).
A handful of larger names sit at the top end: Telenor, Foundever, Elementor, GetResponse, HackerRank and Cashfree. The center of gravity is startup to mid-market, product-led, which matches what I hear when Featurebase comes up on our own calls.
The named-executive testimonials on that page are about centralizing feedback, transparency and roadmaps, and there is no AI or Fibi testimonial there at all.
The AI evidence lives on the support page as two founder quotes. I read that as a fair signal of what customers are buying Featurebase for today.
The equivalent proof for My AskAI is a case-study library rather than a logo grid: named companies, the resolution rate each one runs at, and the agent hours they got back.
How much does Featurebase cost?
TL;DR: Free ($0, one seat, no AI), then Growth $29, Professional $59 and Enterprise $99 per seat per month billed yearly, plus $0.49 for every AI resolution on every paid plan.
Featurebase's per-seat plans
Plan | Per seat/month, billed yearly | AI | Notable inclusions |
Free | $0 | AI not supported | 1 seat, live chat, unlimited conversations, unified inbox and ticketing, mobile app, 1 board, 1 roadmap, 50 help articles |
Growth | $29 | $0.49 per AI resolution | Fibi, AI Copilot, AI replies and macros, custom domains, basic analytics, integrations, 5 boards, 5 roadmaps |
Professional | $59 | $0.49 per AI resolution | Workflows, SLAs, user segmentation, multilingual, API/MCP/webhooks, 20 free Lite seats, Fibi over email |
Enterprise | $99 | $0.49 per AI resolution | Multi-brand, SSO and identity management, custom admin roles, advanced HubSpot, Azure DevOps and AD, 50 free Lite seats |
Prices come from the pricing page and are shown as billed yearly (no monthly toggle is exposed, so budget on the annual commitment). A seat is defined in the pricing help article as "Each teammate who needs to access the admin dashboard requires a seat". Professional and Enterprise add free Lite seats for "teammates who need limited access", which is a real cost advantage over per-agent helpdesks if you have PMs and engineers who only need to read and comment.
Featurebase's $0.49 AI resolution fee
Fibi is metered separately at $0.49 per resolution on every paid plan, "charged at most once per conversation", and you're not billed at all if you don't use it. The rate moved from $0.29 to $0.49 on 1 July 2026, a 69% rise announced in the Fibi 3.0 changelog on 18 June.
Then come the metered extras, which I'd add into any model before you compare vendors: outbound emails are free to 5,000 a month and tiered above that (support emails stay free), AI translations are free to 250,000 characters a month, unlimited AI Copilot is $19 per seat per month, and removing Featurebase branding is $69 a month (included on Enterprise).
If you're early enough to qualify, the startup program is one of the better offers in this category: 86% off year one ($63 a month), 40% off year two, 10% off year three, on the Professional plan with six full seats plus 20 Lite seats, and 50 free Fibi resolutions a month in year one. Eligibility is tight (founded under two years ago, fewer than six employees, under $3M raised, applied within 90 days of sign-up).
What Featurebase costs at 10,000 tickets a month
Ten seats on Professional, 10,000 support conversations a month, and the AI resolving a share of them:
AI resolution rate | Seats (10 x $59) | AI resolutions | AI cost (x $0.49) | Featurebase monthly total |
50% | $590 | 5,000 | $2,450 | $3,040 |
65% (their published fleet average) | $590 | 6,500 | $3,185 | $3,775 |
75% | $590 | 7,500 | $3,675 | $4,265 |
That's before unlimited Copilot ($190 at ten seats), outbound-email overage, translation overage or whitelabeling. We'd add all four to the model before comparing anything.
The seat line is flat at $590 whatever happens.
The AI line grows by $735 a month for every 15 points of resolution rate you gain.
The GetApp listing that ranks for this product still publishes flat monthly tiers of $49, $99 and $207, which is wrong on the model and wrong on the numbers. I'd budget from the vendor's own pricing page.
Comparing AI charge to AI charge at those same 10,000 conversations: Featurebase's AI line alone runs $2,450, $3,185 or $3,675 a month at 50%, 65% and 75% resolution. My AskAI on Scale is $499 a month including 2,000 credits, plus 8,000 credits at $0.10, so $1,299 a month, and that figure holds at 50%, 65% or 75%. Our charge sits on top of the helpdesk seats you already pay for, while Featurebase's per-seat fee replaces a helpdesk subscription if you migrate onto it. You can also test the whole thing first: 30 days free, all features unlocked, unlimited tickets, no credit card. Work your own numbers with the ROI calculator.
Per-resolution economics is exactly why RecruitCRM turned down Intercom Fin before they came to us: at $0.99 a resolution the math didn't work for their volume. They now run at 68% AI resolution across roughly 1,088 conversations a month, saving about 62 hours of agent time.
Does Featurebase have a free trial?
TL;DR: Two ways in, neither needing a card: a permanent Free plan (one seat, no AI) and a 10-day trial of the paid features. Since the Free plan has no AI, ten days is your only window to assess Fibi.
The pricing page says "Start for free, no credit card required", and the pricing help article confirms you can start on a Free plan or a trial without one (I like that the front door isn't gated). The permanent Free plan gives you one seat with live chat, unlimited conversations, the unified inbox and ticketing, the mobile app, assign and snooze, and internal notes.
The Free plan has no AI at all. So Fibi can only be assessed on the 10-day trial or on a paid plan, and ten days is a short window in which to build out a help center, train the agent and get a representative read on answer quality. Given that Fibi leans heavily on your Help Center, most of that window goes on documentation work before the agent is even worth testing.
Enterprise is demo-gated, so SSO, multi-brand and custom admin roles can't be tested self-serve. If SSO is on your list, I'd get that conversation started on day one of the trial. And if you qualify for the startup program, you can route around the trial entirely, since it includes 50 free Fibi resolutions a month in year one.
For comparison, My AskAI's trial runs 30 days with all features unlocked, unlimited tickets and no credit card.
Is Featurebase worth it?
TL;DR: Worth it if you want feedback boards, a roadmap, a changelog, a help center and support on one bill and you're willing to run support inside Featurebase. Less compelling if what you need is an AI agent for the helpdesk you already have.
Both readings of this product are true at once.
Choose Featurebase if:
- You're a startup or mid-market product-led SaaS team that wants feedback boards, a public roadmap, a changelog, a help center and support in one tool with one bill. This is the case Featurebase wins outright, and the customer list backs it up. Greenfield teams count here too, along with anyone willing to move support across because "our helpdesk" is currently a shared inbox.
- Your support is chat and email only, in English or auto-translatable languages.
- You want cheap per-resolution AI pricing. $0.49, billed at most once per conversation, is one of the more customer-friendly definitions in the category.
- You're EU-based or EU-data-preferring, and value SOC 2 Type II with EU-only hosting.
- You qualify for the startup program, where 86% off year one plus 50 free Fibi resolutions a month is among the best offers going.
Don't choose Featurebase if:
- You need an AI agent that layers onto the Zendesk, Intercom, Gorgias, Freshdesk or HubSpot you already run. Featurebase structurally can't do this, which disqualifies it for most support buyers.
- You need voice today, or WhatsApp, SMS or social DMs.
- You need US or APAC data residency, HIPAA or ISO 27001, or SSO below the $99-per-seat Enterprise tier.
- You want pre-launch simulation against historical tickets, deep analytics or QA scoring.
- Your volume and automation rate are both high, which is where the per-resolution meter starts to bite.
If the real question is where the AI runs and how it gets billed, the short version:
ㅤ | Featurebase (Fibi) | My AskAI |
Where the AI answers | Featurebase Messenger and email | Zendesk, Intercom, Freshdesk, Gorgias, HubSpot |
Runs on the helpdesk you have | No, you migrate onto Featurebase | Yes, as an approved marketplace app |
AI billing | $0.49 per AI resolution | Flat ~$0.10 per ticket |
Seat cost | $29 to $99 per seat per month | Your helpdesk's existing seats |
Free trial | 10 days, no card | 30 days, no card |
Every point of automation you gain converts into another line on the invoice. Under a flat per-ticket model the bill doesn't move as the rate climbs from 40% to 60% to 75%, and the improvement accrues to you.
At low AI volume $0.49 a resolution is a small number, and you're buying an entire suite for one per-seat price. If you're an early-stage team on the 86%-off deal consolidating four tools into one, that's a good deal. The math only turns as volume and automation rate both climb, and past that I'd put a flat per-ticket layer on the helpdesk you already run.
We build one thing at My AskAI: an AI support agent that runs inside your existing helpdesk. Feedback boards, roadmaps and changelogs are Featurebase's territory, and we make no claim on them.
The overlap is narrow: the AI support agent, the help center and the cost-per-resolution math.
If you want to go deeper on the money side, we've written up per-conversation versus per-resolution pricing and a broader breakdown of AI customer service pricing models.
What are the pros and cons of Featurebase?
Pros
- A broad suite on one subscription: feedback boards with voting, roadmaps, a changelog, surveys, a help center, an inbox and tickets, all on one per-seat price starting at $29.
- An AI that knows your live product state: because Fibi reads changelogs, roadmaps and customer requests alongside help articles, it can answer "is this shipped, planned or a known bug" from the record itself. No standalone AI agent can replicate that without custom plumbing.
- Low entry price and an unusually good startup deal: a permanent $0 plan, $29-per-seat Growth, and 86% off year one plus 50 free Fibi resolutions a month for eligible startups.
Cons
- The AI only runs inside Featurebase: Fibi deploys to Featurebase's own Messenger and email only, and the Zendesk, Intercom and HubSpot integrations are feedback capture and sync. Adopting the AI means migrating your helpdesk.
- Two meters, plus several taps: per-seat pricing that scales with headcount plus $0.49 per resolution that scales with how well the AI performs, plus Copilot, email, translation and whitelabel lines. At ten seats and 10,000 tickets that runs $3,040 to $4,265 a month as resolution climbs from 50% to 75%.
- The AI price rose 69% in a month, announced by changelog: $0.29 to $0.49 effective 1 July 2026, with stale figures still indexed across third-party pages.
- The support layer is young and lightly proven: Tickets shipped in April 2026, the 65% resolution figure is self-measured with unpublished methodology and no independent validation, and there's no AI case study with numbers in it on the customers page.
- Channel and compliance ceilings: no voice at all, no WhatsApp, SMS or Teams today and a contradictory answer on Slack, EU-only residency, no ISO 27001 or HIPAA, and SSO gated to the $99-per-seat tier.
Featurebase
- Brand: Featurebase
- Rating: 8/10
- In a sentence: A strong, good-value feedback-and-product suite that's now adding AI support, great if you want the whole span in one tool and less compelling if what you need is a standalone AI agent for the helpdesk you already run.
FAQs
What does Featurebase do?
Featurebase combines four things in one subscription: customer feedback (boards with voting and in-app widgets), communication (public and internal roadmaps plus a changelog), support (a Help Center, a unified inbox, tickets and the Fibi AI agent), and measurement (NPS, CSAT, CES and product/market-fit surveys). It started as a feedback and roadmap tool and added the support half through 2026, so I'd treat the two halves as different levels of maturity.
How much does Featurebase cost?
There's a permanent Free plan at $0 with one seat and no AI, then Growth at $29, Professional at $59 and Enterprise at $99 per seat per month, billed yearly. On every paid plan the Fibi AI agent is metered separately at $0.49 per resolution, charged at most once per conversation.
Extras include unlimited AI Copilot at $19 per seat per month and $69 a month to remove Featurebase branding. At any real ticket volume, I'd model the $0.49 line before anything else.
Is Featurebase free?
Yes, there's a permanent Free plan: one seat, live chat, unlimited conversations, the unified inbox and ticketing, the mobile app, one board, one roadmap and 50 help articles. AI is not supported on it. There's also a 10-day trial of the paid features with no credit card required, which is the only way to see the AI work.
Does Featurebase have a free trial?
Yes. It's 10 days, covers the paid features, and needs no credit card. Since the Free plan has no AI, that 10-day window is the only self-serve way to evaluate Fibi, and I'd get the help-center work done before the clock starts.
What is Featurebase's Fibi AI agent, and how is it priced?
Fibi is the autonomous AI support agent inside Featurebase, and the piece most people mean when they say "Featurebase AI". It answers customers in Featurebase's own Messenger and, through Advanced Deploy, over email, and it can call your APIs for custom actions like trial extensions and order lookups.
It's billed at $0.49 per resolution, charged at most once per conversation, up from $0.29 on 1 July 2026. We still see $0.29 quoted on third-party pages; it's out of date.
Does Featurebase replace a helpdesk like Zendesk or Intercom?
Yes. I'd make sure everyone on your side understands that before a trial starts. Fibi runs only in Featurebase's own Messenger and email, and the Zendesk, Intercom and HubSpot integrations capture and sync feedback; they don't deploy the AI into those tools. If you want Featurebase's AI, you move your support operation onto Featurebase, which is a migration project.
Does Featurebase have a help center or knowledge base?
Yes. I'd rate the Help Center as the strongest single component in the suite. It covers AI search answers, a custom domain and branding, article access controls, article analytics, multi-brand support, automatic migration from other knowledge-base platforms and an API. It's also Fibi's primary knowledge source.
How secure is Featurebase?
Featurebase is SOC 2 Type II certified (listed as "Compliant" on its Trust Center, with the report available on request) and GDPR compliant with a published DPA. Traffic is encrypted with TLS and data at rest with AES.
Hosting is EU-only across the Netherlands, Germany and Ireland, with 32 subprocessors published. SSO and identity management are Enterprise-tier only, so I'd put that in front of IT before the trial.
How scalable is Featurebase?
The platform claims 1,500+ customers, 30m+ customer issues and conversations, and better than 99.9% uptime, which I have no reason to doubt. The scaling questions to ask are commercial ones: the support product is new (Tickets shipped in April 2026), SSO is gated to the $99 tier, and both the per-seat and per-resolution lines grow as you grow.
What languages does Featurebase support?
40+ languages, delivered by AI auto-translation of help articles with automatic language detection so visitors land on the right version. Multilingual is a Professional-tier feature, and translation is metered at 250,000 free characters a month with overage beyond that. Featurebase doesn't publish the language list, so I'd ask for it if you support a long tail of markets.
What AI model powers Featurebase?
Featurebase doesn't name a model for Fibi. Its AI policy names OpenAI and Google Gemini as the AI infrastructure behind product features, and the Trust Center lists Anthropic among its 32 subprocessors, so the fair reading is that several providers are in the mix. The policy also states that customer data isn't shared with AI providers for training or used to train any models, which is the part your security reviewer will care about.
What are the best Featurebase alternatives?
It depends which half of Featurebase you're replacing. For the feedback and roadmap half, the historical comparison set is Canny, Productboard, Nolt, Frill and UserVoice. The AI support half sits in a different category entirely (ours included): AI agents that run inside your existing helpdesk, where the deciding factors are helpdesk coverage, knowledge-source breadth and whether you're billed per ticket or per resolution.
Featurebase vs Canny: which is better?
They're closest as feedback and roadmap tools, and Featurebase is the one that also bundles a helpdesk, a help center and an AI agent. Two reviewers on Product Hunt describe migrating from Canny: one writes "We moved from Canny to Featurebase a few days ago, and let me tell you, it's been one of our best decisions this year", and another says "We moved over from Canny due to price and haven't looked back". If all you need is a feedback board, both do the job.
Who owns Featurebase and what is it worth?
Featurebase was founded at the end of 2020 in Tallinn, Estonia, and its about page describes it as fully bootstrapped and profitable, with Bruno Hiis named as co-founder. There's no funding round, no disclosed valuation and no published ARR, so any valuation figure you find online is someone's estimate, with no documented number behind it.
