Support

Answer customers in a shared inbox: live chat, email, tickets, SLAs, and status pages.

JM
James Morton
By James Morton·13 articles
Support overviewHow 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.
3 min read
Work the support inboxTriage conversations and tickets in Admin > Inbox: sidebar scopes, filters and search, assignment, bulk actions, and keyboard shortcuts.
4 min read
Handle conversationsHow support conversations open, snooze, and close, plus priority, internal notes and mentions, translation, CSAT requests, and handoff from Quinn.
4 min read
Manage support ticketsTrack support requests with your own ticket statuses mapped to four customer-facing stages, create tickets from conversations, and link tickets to issue trackers.
4 min read
Configure ticket typesSet up customer, back-office, and tracker ticket types and add custom fields (text, number, select, date, checkbox) with required and visibility options.
2 min read
Use macrosCreate saved replies with variables and bundled actions (assign, tag, priority, snooze, close), insert them from the composer, and scope them to support or feedback.
2 min read
Save inbox viewsSave a filter and sort combination as a named inbox view, pin it to your sidebar, and share it with your team or keep it private.
1 min read
Set SLA policiesDefine first response, next response, close, and resolve targets, apply them by default or through workflows, and control how office hours and snoozing pause the clocks.
3 min read
Configure office hoursSet your team's weekly schedule, timezone, and holidays so SLA clocks pause outside working hours and customers see when you are away.
1 min read
Set up the email channelRoute support email into conversations, set sending addresses, verify your sending domain, configure spam filtering, and learn how inbound email is matched to contacts.
4 min read
Set up a status pageTurn on the Status module, add services, report incidents, schedule maintenance, and manage email subscribers and the RSS feed for your public status page.
3 min read
FAQ: Can my team chat live with customers?Yes. Quackback includes live chat in the widget's Messages tab, answered from a shared inbox, with Quinn optionally replying first. Here is how to turn it on.
2 min read
FAQ: Status page uptime is set manuallyStatus page uptime comes from each service's status history, not automated checks. Learn how uptime is calculated and how to push status from your monitoring tool.
2 min read