Support

Customers reach out two ways: a quick question they want answered now, or a request that needs tracking until it's actually done. Quackback handles both without asking your team to juggle two tools.

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

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

Set up your inbox

• Work the support inbox: the unified list: scopes, filters, assignment, and bulk actions
• Handle conversations: lifecycle, priority, internal notes, CSAT, and Quinn handoff
• Manage support tickets: the status-and-stage model, 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 your SLA timers and customer messaging read from
• Set up the email channel: inbound routing, sending addresses, and domain verification

Keep customers informed

• Set up a status page: public incident and uptime reporting

Add automation

Routing, SLA application, and AI-assisted replies all live outside this section. See AI & Automation for Quinn and the workflows engine that acts on conversations and tickets.

The customer's view

Customers experience 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.