QuackbackUse cases / Help desk
Help desk software for SaaS teams
Answer live chat, email and GitHub issues from one shared inbox. Quackback AI and your help center answer the common questions, SLAs keep you on time, and every request worth building becomes feedback your product team can see.
Start your help desk today
- 14-day Pro trial, no card needed
- Keep using it free if you don't upgrade
- Open source. Self-host with Docker
The widget your customers see inside your app.
Hi team! We're rolling Acme out to ~400 people at Northwind next month, and our field teams need calendar sync before we go live. Is it on the roadmap, and is there a rough timeline?
Priya Natarajan · 8:30 PMHi Priya! Calendar sync is in progress right now, and Google and Outlook are the first two we're building. I've added Northwind to the request so you'll hear the moment it reaches beta.
8:52 PM · Sam RiveraA help desk that knows your product
A SaaS support team answers the same questions on repeat, chases replies across chat and email, and hears feature requests that never reach the roadmap. A help desk should cut the repeats, keep every reply on time and pass what customers ask for to the people who build.
Who it's for
From first message to closed, and on to the roadmap
Four steps, all in one workspace.
Let the help center answer first
Customers search your articles in the help center or the widget's Help tab. Ask AI writes an answer from your published articles, with citations, and points to related articles when it can't help.
Explore the help centerHow can we help?
Search the guides or browse by topic.
Popular articles
Answer in one shared inbox
Live chat from the widget, email forwarded from your support address and GitHub issues land in one list. Assign a conversation, snooze it, leave an internal note with an @mention, or run a macro that replies and tidies up in one click.
Explore the inboxLet Quackback AI take the first reply
From Pro, the agent answers in chat from your help center and the sources you choose. When a person should step in, it hands the conversation to your team with a note on what the customer needs and what it tried.
Meet Quackback AITurn requests into feedback
When a customer asks for something you don't do yet, turn the conversation into a feedback post on their behalf, or add their vote to a post that already exists. They hear back when it ships.
Read about conversationsEverything a SaaS help desk needs
Shared inbox
Macros
SLAs and office hours
CSAT on close
Help center with Ask AI
Quackback AI
Support analytics
Support to feedback
Common questions
What is help desk software?
Help desk software gives a support team one place to receive, answer and track customer questions. It usually combines a shared inbox, a help center customers can search, response-time targets and reporting. Quackback adds an AI agent and a link from support to your product feedback.
Which channels does Quackback's help desk support?
Three: live chat through the widget and your portal, email forwarded from your support address, and GitHub issues, which arrive as conversations once you connect GitHub. Connecting GitHub is an integration, on Business and up. There's no WhatsApp, SMS or phone channel, and Slack is used for alerts, not customer conversations.
Does it have SLAs, macros and CSAT?
Yes. Every plan includes macros, a default SLA with first-response and resolution targets, and CSAT on the closing email. SLA clocks follow your office hours and pause while a conversation is snoozed. SLA policies by team, customer or priority, team routing and visual workflows are on Business and Enterprise.
Can AI answer support questions?
Yes. Ask AI in the help center answers from your published articles, with citations. From Pro, the Quackback AI agent also answers in live chat and hands the conversation to your team, with a summary, when a person should step in. Copilot drafts replies for your team on every plan.
What doesn't Quackback's help desk do?
It has no phone, SMS or WhatsApp channel, it can't merge two conversations, and it doesn't show when a teammate is viewing or replying to the same conversation. There's also no importer for conversations or articles from another help desk, so moving from Zendesk or Intercom means starting the inbox fresh and adding your articles again.
Is there a free help desk plan?
Yes. The Free plan includes the shared inbox, live chat, email, tickets, macros, the default SLA, the help center and Copilot for one seat. Pro adds seats and the AI agent, and every paid plan has a 14-day trial with no card needed. You can also self-host the open-source edition with every feature.
Have another question? Talk to the team.