Reply to a ticket

API Versioning

This API uses date-based versioning. Each version is identified by a release date and slug, e.g., 2026-01-01.nova.

Specifying a Version

Include the version in the request header:

Featurebase-Version: 2026-01-01.nova

Or set a default version for your organization in the dashboard settings.

Version Compatibility

Newer versions may add new fields to responses (always backwards-compatible)
Breaking changes (removed/renamed fields, changed behavior) only occur in new versions
Your integration will continue to work as long as you pin to a specific version

Authentication

All API requests require authentication via API key.

Include in headers:

Authorization: Bearer <api-key>

Create and manage your API keys in the Featurebase dashboard.

Error Handling

The API uses conventional HTTP response codes to indicate success or failure:

2xx - Success
4xx - Client errors (bad request, unauthorized, not found, etc.)
5xx - Server errors (internal error)

Error Response Format

All errors follow a consistent format:

{
  "error": {
    "type": "invalid_request_error",
    "code": "resource_not_found",
    "message": "Post not found",
    "param": "id",
    "status": 404
  }
}

Error Types

Type	Description
`authentication_error`	Authentication failed (401)
`authorization_error`	Permission denied (403)
`invalid_request_error`	Invalid request parameters or resource not found (400, 404, 410)
`api_error`	Server-side error (500)
`rate_limit_error`	Too many requests (429)

Boards

Boards (post categories) organize feedback into distinct containers with their own settings.

Operations

Posts

User-submitted feedback and feature requests. Posts belong to boards and can be upvoted, commented on, and tracked through statuses.

Operations

Post Statuses

Post statuses define the workflow stages for posts (e.g., In Review, Active, Completed).

Operations

Comments

Threaded discussions on posts and changelogs. Comments support voting, moderation, and privacy controls.

Operations

Custom Fields

Configurable input fields for posts in your Featurebase organization. Custom fields allow you to collect additional structured data when users create posts.

Operations

Changelogs

Release notes and updates published by the organization. Changelogs keep users informed about new features, improvements, and fixes.

Operations

Admins

Team members who manage your Featurebase organization. Admins have roles that define their permissions.

Operations

Teams

Teams are groups within your Featurebase organization. Use this endpoint to list and retrieve team information for conversation assignment and organization management.

Operations

Brands

Brands represent distinct brand identities within your organization. Each brand can have its own help center and email sending address. Use this endpoint to list and retrieve brand information.

Operations

Contacts

Contacts are the customers and leads in your Featurebase organization. Use this endpoint to list and retrieve contact information.

Operations

Companies

Companies represent organizations or businesses that your users belong to. Use this endpoint to list and retrieve company information.

Operations

Surveys

Surveys allow you to collect targeted feedback from your users within your product. Surveys can be targeted to specific user segments or pages and can contain multiple questions with conditional logic.

Operations

Help Centers

Help centers allow organizations to create and manage knowledge bases with articles and collections. Currently, Featurebase supports one help center per organization.

Operations

Conversations

Conversations are messenger/inbox conversations in your Featurebase organization. Use this endpoint to list and retrieve conversation information.

Operations

Tickets

Tickets represent support requests in your Featurebase organization. Create, update, reply to, and manage tickets via these endpoints.

Operations

Delete a ticket

Request

Permanently deletes a ticket by its ticket number.

Path Parameters

id - The ticket number

Response

Returns a deletion confirmation:

{
  "id": "507f1f77bcf86cd799439011",
  "object": "ticket",
  "deleted": true
}

Behavior

Customer-facing tickets: Deletes the ticket and its linked conversation.
Back-office / tracker tickets: Deletes the ticket and unlinks it from the conversation (conversation is preserved).

Caution

This operation is irreversible.

Security

bearerAuth

Path

idinteger>= 1required

Headers

Featurebase-Versionstring(FeaturebaseVersion)

API version for this request. Defaults to your organization's configured API version if not specified.

Example: 2026-01-01.nova

curl -i -X DELETE \
  'https://docs.featurebase.app/_mock/rest-api/v2/tickets/{id}' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Featurebase-Version: 2026-01-01.nova'

Responses

Success

Bodyapplication/json

idstringrequired

Unique identifier of the deleted ticket

Example: "507f1f77bcf86cd799439011"

objectstringrequired

Object type identifier

Value"ticket"

Example: "ticket"

deletedbooleanrequired

Indicates the resource was deleted

Valuetrue

Example: true

Response

application/json

{
  "id": "507f1f77bcf86cd799439011",
  "object": "ticket",
  "deleted": true
}

Reply to a ticket

Request

Adds a reply to a ticket's linked conversation. Supports both contact and admin replies.

Path Parameters

id - The ticket number

Contact Reply

Field	Type	Required	Description
`type`	string	Yes	Must be "contact"
`contactId`	string	No*	Featurebase contact ID
`contactEmail`	string	No*	Contact email
`body`	string	Yes	Message content (HTML)
`messageType`	string	No	Always "comment" for contacts
`attachmentUrls`	string[]	No	Attachment URLs (max 10)
`skipNotifications`	boolean	No	Skip notifications (default false)
`createdAt`	string	No	ISO 8601 timestamp to backdate the reply

*At least one of contactId or contactEmail is required.

Admin Reply

Field	Type	Required	Description
`type`	string	Yes	Must be "admin"
`adminId`	string	Yes	ID of the admin authoring the reply
`body`	string	Yes	Message content (HTML)
`messageType`	string	No	"comment" (default) or "note" for internal notes
`attachmentUrls`	string[]	No	Attachment URLs (max 10)
`skipNotifications`	boolean	No	Skip notifications (default false)
`createdAt`	string	No	ISO 8601 timestamp to backdate the reply

Response

Returns a reply confirmation object.

Security

bearerAuth

Path

idinteger>= 1required

Headers

Featurebase-Versionstring(FeaturebaseVersion)

API version for this request. Defaults to your organization's configured API version if not specified.

Example: 2026-01-01.nova

Bodyapplication/json

One of:

typestringrequired

Value"contact"

Example: "contact"

contactIdstring

Example: "507f1f77bcf86cd799439011"

contactEmailstring(email)

Example: "john@example.com"

bodystringnon-emptyrequired

Example: "<p>Thank you for your help!</p>"

messageTypestring

Default "comment"

Value"comment"

Example: "comment"

attachmentUrlsArray of strings(uri)<= 10 items

skipNotificationsboolean

Default false

Example: false

createdAtstring or null

Example: "2025-01-15T10:30:00.000Z"

curl -i -X POST \
  'https://docs.featurebase.app/_mock/rest-api/v2/tickets/{id}/reply' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'Featurebase-Version: 2026-01-01.nova' \
  -d '{
    "type": "admin",
    "adminId": "507f1f77bcf86cd799439013",
    "body": "<p>We are looking into this issue.</p>",
    "messageType": "comment",
    "attachmentUrls": [
      "http://example.com"
    ],
    "skipNotifications": false,
    "createdAt": "2025-01-15T10:30:00.000Z"
  }'

Responses

Success

Bodyapplication/json

objectstringrequired

Object type identifier

Value"ticket"

Example: "ticket"

idstringrequired

Unique identifier (MongoDB ID)

Example: "507f1f77bcf86cd799439011"

ticketNumbernumberrequired

Sequential display ID (e.g. TK-42)

Example: 42

titlestringrequired

Ticket title

Example: "Cannot login to dashboard"

contentstringrequired

Ticket content/description (HTML)

Example: "<p>I get a 403 error when logging in.</p>"

ticketCategoryIdstringrequired

Ticket category ID

Example: "507f1f77bcf86cd799439011"

categoryTypestringrequired

Ticket category type

Enum"customer""tracker""back-office"

Example: "customer"

ticketUrlstringrequired

Full URL to view the ticket

Example: "https://feedback.example.com/p/cannot-login"

authorobject or null(TicketAuthor)required

Contact who created the ticket

author.idstring or nullrequired

Author unique identifier

Example: "507f1f77bcf86cd799439011"

author.namestringrequired

Author display name

Example: "John Doe"

author.emailstring or nullrequired

Author email

Example: "john@example.com"

author.profilePicturestring or nullrequired

Author profile picture URL

Example: "https://cdn.example.com/avatars/john.png"

author.typestringrequired

Type of user

Enum"admin""customer""guest""integration""bot""lead"

Example: "customer"

statusobjectrequired

Current ticket status

status.objectstringrequired

Object type identifier

Value"post_status"

Example: "post_status"

status.idstringrequired

Unique identifier

Example: "507f1f77bcf86cd799439011"

status.namestringrequired

Display name

Example: "In Progress"

status.colorstringrequired

Color for UI display

Example: "Blue"

status.typestringrequired

The workflow stage this status represents

Enum"reviewing""unstarted""active""completed""canceled"

Example: "active"

status.isDefaultbooleanrequired

Whether this is the default status for new posts

Example: false

customFieldsobjectrequired

Custom field values keyed by field ID. File-type fields contain a JSON string of { key, name, url } with a signed download URL (1 hour expiry). For allowMultiple file fields, the value is a JSON string of an array of these objects.

Example: {"priority":"high","507f1f77bcf86cd799439099":"{\"key\":\"org/pending/file.pdf\",\"name\":\"document.pdf\",\"url\":\"https://...\"}"}

customFields.property name*anyadditional property

companyIdstring or nullrequired

Associated company ID

Example: "507f1f77bcf86cd799439015"

assigneeIdstring or nullrequired

Assigned admin ID

Example: "507f1f77bcf86cd799439013"

teamAssigneeIdstring or nullrequired

Assigned team ID (from linked conversation)

Example: "507f1f77bcf86cd799439014"

openbooleanrequired

Whether the ticket is open

Example: true

snoozedUntilstring or nullrequired

ISO 8601 timestamp until snoozed (from linked conversation)

Example: "2025-01-16T09:00:00.000Z"

linkedConversationsArray of objects(LinkedConversation)required

Linked conversations

linkedConversations[].idstringrequired

Conversation ID

Example: "507f1f77bcf86cd799439011"

linkedConversations[].rolestringrequired

Link role

Enum"customer""tracker""back-office"

Example: "customer"

conversationPartsArray of any(ConversationPart)

Conversation message history. Only included when fetching a single ticket by ID.

createdAtstringrequired

ISO 8601 creation timestamp

Example: "2025-01-15T10:30:00.000Z"

updatedAtstringrequired

ISO 8601 last updated timestamp

Example: "2025-01-15T12:30:00.000Z"

integrationsobjectrequired

Third-party integration links

integrations.linearArray of objectsrequired

integrations.linear[].issueIdstringrequired

Linear issue ID

Example: "LIN-123"

integrations.linear[].issueUrlstring or nullrequired

URL to the Linear issue

Example: "https://linear.app/team/issue/LIN-123"

integrations.jiraArray of objectsrequired

integrations.jira[].issueIdstringrequired

Jira issue ID

Example: "PROJ-456"

integrations.jira[].issueUrlstring or nullrequired

URL to the Jira issue

Example: "https://company.atlassian.net/browse/PROJ-456"

integrations.clickupArray of objectsrequired

integrations.clickup[].idstringrequired

ClickUp task ID

Example: "86a1b2c3d"

integrations.clickup[].urlstringrequired

URL to the ClickUp task

Example: "https://app.clickup.com/t/86a1b2c3d"

integrations.clickup[].titlestringrequired

ClickUp task title

Example: "Fix login bug"

integrations.githubArray of objectsrequired

integrations.github[].idstringrequired

GitHub issue ID

Example: "1234567890"

integrations.github[].numberstringrequired

GitHub issue number

Example: "42"

integrations.github[].repositoryNamestringrequired

Repository name

Example: "frontend"

integrations.github[].repositoryFullNamestringrequired

Full repository name (owner/repo)

Example: "acme/frontend"

integrations.github[].urlstringrequired

URL to the GitHub issue

Example: "https://github.com/acme/frontend/issues/42"

integrations.github[].titlestringrequired

GitHub issue title

Example: "Login page returns 403"

integrations.devopsArray of objectsrequired

integrations.devops[].idnumberrequired

Azure DevOps work item ID

Example: 789

integrations.devops[].urlstringrequired

URL to the work item

Example: "https://dev.azure.com/org/project/_workitems/edit/789"

integrations.devops[].projectIdstringrequired

Azure DevOps project ID

Example: "a1b2c3d4-e5f6-7890-abcd-ef1234567890"

integrations.devops[].projectNamestringrequired

Azure DevOps project name

Example: "My Project"

integrations.devops[].titlestringrequired

Work item title

Example: "Implement SSO"

integrations.hubspotArray of objectsrequired

integrations.hubspot[].objectIdnumberrequired

HubSpot object ID

Example: 12345

integrations.hubspot[].typestringrequired

HubSpot object type

Enum"TICKET""DEAL""CONTACT"

Example: "DEAL"

integrations.hubspot[].dealAmountnumber or nullrequired

Deal amount (for DEAL type)

Example: 5000

integrations.hubspot[].dealClosedboolean or nullrequired

Whether the deal is closed (for DEAL type)

Example: false

Response

application/json

{
  "object": "ticket",
  "id": "507f1f77bcf86cd799439011",
  "ticketNumber": 42,
  "title": "Cannot login to dashboard",
  "content": "<p>I get a 403 error when logging in.</p>",
  "ticketCategoryId": "507f1f77bcf86cd799439011",
  "categoryType": "customer",
  "ticketUrl": "https://feedback.example.com/p/cannot-login",
  "author": {
    "id": "507f1f77bcf86cd799439011",
    "name": "John Doe",
    "email": "john@example.com",
    "profilePicture": "https://cdn.example.com/avatars/john.png",
    "type": "customer"
  },
  "status": {
    "object": "post_status",
    "id": "507f1f77bcf86cd799439011",
    "name": "In Progress",
    "color": "Blue",
    "type": "active",
    "isDefault": false
  },
  "customFields": {
    "priority": "high",
    "507f1f77bcf86cd799439099": "{\"key\":\"org/pending/file.pdf\",\"name\":\"document.pdf\",\"url\":\"https://...\"}"
  },
  "companyId": "507f1f77bcf86cd799439015",
  "assigneeId": "507f1f77bcf86cd799439013",
  "teamAssigneeId": "507f1f77bcf86cd799439014",
  "open": true,
  "snoozedUntil": "2025-01-16T09:00:00.000Z",
  "linkedConversations": [
    { … }
  ],
  "conversationParts": [
    { … }
  ],
  "createdAt": "2025-01-15T10:30:00.000Z",
  "updatedAt": "2025-01-15T12:30:00.000Z",
  "integrations": {
    "linear": [ … ],
    "jira": [ … ],
    "clickup": [ … ],
    "github": [ … ],
    "devops": [ … ],
    "hubspot": [ … ]
  }
}

List custom fields

Request

Returns all custom fields configured in your organization that can be used on tickets.

This endpoint returns all custom fields at once. No pagination is supported.

Custom Field Object

Each custom field includes:

id - Unique field identifier
label - Field label displayed to users
type - Field type (text, number, select, multi-select, checkbox, date, file)
required - Whether the field is required
placeholder - Placeholder text (for text/number fields)
public - Whether the field value is publicly visible
internal - Whether the field is for internal use only
options - Array of options (for select/multi-select fields)
allowMultiple - Whether multiple files can be uploaded (file fields only)

Security

bearerAuth

Headers

Featurebase-Versionstring(FeaturebaseVersion)

API version for this request. Defaults to your organization's configured API version if not specified.

Example: 2026-01-01.nova

curl -i -X GET \
  https://docs.featurebase.app/_mock/rest-api/v2/tickets/custom_fields \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Featurebase-Version: 2026-01-01.nova'

Responses

Success

Bodyapplication/json

objectstringrequired

Object type identifier

Value"list"

Example: "list"

dataArray of objects(CustomField)required

Array of custom fields

Example: []

data[].objectstringrequired

Object type identifier

Value"custom_field"

Example: "custom_field"

data[].idstringrequired

Unique identifier

Example: "65d26304b2e65b1e1278170c"

data[].labelstringrequired

Field label displayed to users

Example: "Your @username"

data[].typestringrequired

Field type

Enum"text""number""select""multi-select""checkbox""date""file"

Example: "text"

data[].requiredboolean

Whether the field is required

Example: true

data[].allowMultipleboolean

Whether multiple files can be uploaded (file fields only)

Example: false

data[].placeholderstring

Placeholder text

Example: "Enter your username"

data[].publicboolean

Whether the field value is publicly visible

Example: false

data[].internalboolean

Whether the field is for internal use only

Example: false

data[].optionsArray of objects(CustomFieldOption)

Options for select/multi-select fields

Example: [{"id":"65d26304b2e65b1e1278170d","label":"High Priority"}]

data[].createdAtstring

ISO timestamp when created

Example: "2025-04-06T14:11:58.141Z"

data[].updatedAtstring

ISO timestamp when last updated

Example: "2025-04-06T14:11:58.141Z"

nextCursorstring or nullrequired

Cursor for fetching the next page (cursor-based pagination)

Example: null

paginationobject

Pagination metadata for page-based requests

Response

application/json

{
  "object": "list",
  "data": [],
  "nextCursor": null,
  "pagination": {
    "page": 1,
    "limit": 10,
    "total": 42,
    "totalPages": 5
  }
}

Webhooks

Webhooks allow you to receive real-time HTTP callbacks when events occur in your Featurebase organization. Configure webhook endpoints to subscribe to specific event types.

Operations

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API Versioning

Authentication

Error Handling

Boards

Posts

Post Statuses

Comments

Custom Fields

Changelogs

Admins

Teams

Brands

Contacts

Companies

Surveys

Help Centers

Conversations

Tickets

Delete a ticket

Request

Path Parameters

Response

Behavior

Caution

Responses

Was this helpful?

Reply to a ticket

Request

Path Parameters

Contact Reply

Admin Reply

Response

Responses

Was this helpful?

List custom fields

Request

Custom Field Object

Responses

Was this helpful?

Webhooks

Featurebase API (2026-01-01.nova)
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