# Support

The **Help & Support** section in QuickReply is an in-app guided assistant that helps users raise support tickets, categorize their concerns, share relevant context, and stay updated on ticket progress—without ever leaving the platform.

It replaces back-and-forth communication with a streamlined and structured support flow, ensuring faster resolution and proper triage by the support team.

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## Why it's important

* **Frictionless support**: Raise tickets directly from the dashboard in a guided manner.
* **Faster resolution**: Prioritize your issue correctly to get timely help based on SLAs.
* **Proactive alerts**: Get notified about known issues or disruptions through service status links.
* **Multi-channel follow-up**: Choose how and where you want to receive updates—on email or via your onboarding team.

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## How to use Help & Support

### **Navigate to Help & Support**

* From the main left-hand menu in your QuickReply dashboard, click on **Help & Support**.

### **Ticket Flow Starts Instantly**

* A guided chatbot-style interaction will begin. It will ask for:
  * Your preferred email for updates
  * Area of concern (e.g., Chatbots, Integrations, Campaigns, etc.)
  * A short description of your issue or request

### **Select Ticket Priority**

* You’ll be prompted to choose the **criticality** of your request based on defined **SLA tiers**.
* A link to SLA Definitions is provided for reference.

{% hint style="warning" %}
Misuse of priority selection may lead to **auto-deprioritization** of future tickets.
{% endhint %}

### **Ticket Confirmation**

* Once submitted, you’ll receive:
  * A ticket ID
  * Confirmation of the selected issue category
  * A message that the request has been **forwarded to the account manager or support team**

### **Track and Respond**

* The support team will get back via your provided email.
* You may also receive further communication via your onboarding WhatsApp group if applicable.

### **Optional: Check Platform Status**

* As part of the support flow, you're advised to check the **QuickReply Status Page** for any ongoing service issues.
* A link and button to the live status page are shared during the interaction.