Support overview

How conversations and tickets work together in the Quackback support inbox, how to turn on the Support module, and where to configure each part of support.

Quackback includes a support inbox where your team answers customers in real time and tracks requests that need more than one reply. This article explains how conversations and tickets fit together and where to set each part up.

Conversations and tickets

Customers reach out in two ways: a quick question they want answered now, or a request that needs tracking until it is actually done. Quackback handles both in one place.

Conversations are real-time threads. A visitor opens the Messages tab in your widget, or a support email lands in your inbox, and you reply back and forth like a chat.
Tickets are durable, trackable requests with a customer-visible progress stage, for anything that outlives a single conversation.

Both flow into Admin > Inbox. A conversation can turn into a ticket without losing its history, and the ticket stays linked to the conversation it came from.

Turn on Support

Support is off by default for new workspaces.

Go to Settings > General.
Turn on the Support module. This adds the inbox, conversations, tickets, and the Messages tab in the widget.
Open Settings > Support to configure channels, macros, office hours, SLA policies, ticket types, and ticket statuses.

Note: The status page is a separate module. Turn on Status in Settings > General if you want one.

Set up your inbox

Work the support inbox: scopes, filters, assignment, and bulk actions
Handle conversations: lifecycle, priority, internal notes, CSAT, and handoff from Quinn
Manage support tickets: statuses, customer-facing stages, and linking tickets to conversations
Configure ticket types: customer, back-office, and tracker intake forms
Save inbox views: pin and share your own filter combinations

Configure how support runs

Set SLA policies: response and resolution targets, applied through a workflow
Use macros: saved replies and bundled actions for the composer
Configure office hours: the schedule SLA timers and customer messaging read from
Set up the email channel: inbound routing, sending addresses, and domain verification
Add Messenger chat to the widget: live chat inside your product

Keep customers informed

Set up a status page: public incident and uptime reporting

Add automation

Routing, SLA application, and AI-assisted replies live under AI & Automation. Quinn can answer conversations first and hand off to your team, and workflows can act on conversations and tickets. See Configure the Quinn Agent and Build a workflow.

What customers see

Customers use support from the widget and the portal, not the admin inbox. See Get help from support for what they see when they start a chat or file a ticket.