Get help from support
How to contact a team that uses Quackback: start a Messenger chat, use the portal Support page, follow ticket stages, and reply by email.
Need help from a team that uses Quackback? This article shows how to start a conversation, follow your requests on the portal, and what the ticket stages mean.
Start a chat
Click the Messenger launcher wherever it appears on the site or app, then send your message. A teammate, or Quinn (an AI agent that can often answer right away), replies in the same window. Close the widget and come back later: your conversation is still there.
Tip: If Quinn can't fully answer your question, it hands the conversation to a person on the team instead of guessing.
You can attach screenshots and files to your messages. See Images and file attachments.
Use the Support page on the portal
Your organization's portal has a Support page, typically at /support. Sign in to see every conversation you've had with the team, open one to read or reply, and click New conversation to start a new one.
Note: You need to be signed in to see the Support page's conversation list, because your conversations are tied to your account. If the team hasn't turned on chat, you can still read and reply to your existing conversations there.
Track a ticket
When your request needs more than one reply, the team may turn your conversation into a ticket. The conversation then shows a ticket reference and one of four stages:
- Received: your ticket has been filed
- In progress: the team is actively working on it
- Awaiting your reply: they're waiting to hear back from you
- Resolved: your request is done
The stage is the only status you'll see. The team may track more detailed internal statuses behind the scenes, and some teams rename these stage labels.
Reply by email
If you contacted the team by email, reply to their email as you normally would. Your reply joins the same conversation, so nothing is lost switching between email and the portal.
Related articles
- Follow service status: check for a known outage before you get in touch
- Submit feedback: for ideas and feature requests instead of support issues
- Manage your notifications
- Images and file attachments
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