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.
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.
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.
Misuse of priority selection may lead to auto-deprioritization of future tickets.
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.
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