Getting help

QuantumOps has three ways to get help: the documentation for the screen you are on, a way to talk to TechPulse from the header (the Support and Suggest an idea buttons, or the Feedback button on an organisation where support chat is not set up), and TechPulse support by e-mail. Any signed-in user can use the first two.

Open the documentation for the screen you are on

1. In the header, select the Get help button (the circled "i"). On a phone, open More actions in the header and select Get help.
2. The Get Help dialog names the page it found: Documentation for this screen, followed by the page title.
3. Select Open documentation for this screen. The page opens in a new browser tab.

If the screen has no page of its own, the dialog shows QuantumOps Documentation instead, and it opens the documentation home page. See QuantumOps documentation for the list of sections.

Some screens also offer Take the guided tour. The dialog closes and a step-by-step tour highlights the parts of the screen. Tours exist for a few screens only: the identity verification hub and its setup, clients and campaigns screens. The setup wizard has its own Tour button at the top of the page instead; see The setup wizard.

Pages for white-label partners are offered only to the people allowed to read them. Everyone else sees the public page for the screen, or the documentation home.

Chat with TechPulse

When support chat is set up for your organisation, the middle of the header holds two buttons in place of Feedback:

• Support opens the chat with the TechPulse support team. A number on the button counts replies you have not read yet. Replies also reach you by e-mail.
• Suggest an idea opens the form for ideas and requests. On a phone this button is not in the header: open More actions and select Suggest an idea.

If chat is set up but temporarily unavailable, Support becomes a link to the help center or to the support mailbox, so the button always leads somewhere.

The Support page (/support) is the same help on a page of its own. Links to "contact support" in e-mails and in the browser extension open it, and any signed-in user can use it. Its Chat with TechPulse card has three buttons: Open chat, What's new and Suggest an idea, and it says how many replies are waiting. A second card, More ways to get help, has Help center, Roadmap and the support address. When chat is not set up or is temporarily unavailable, the page says so and shows those links instead of the buttons.

Send feedback

On an organisation where support chat is not set up, the header shows the Feedback button instead of Support and Suggest an idea. The rest of this section describes that button.

The Feedback button sits in the middle of the header. An exclamation mark badge appears on it while fewer than three submissions have gone in from your organisation this week.

1. Select Feedback. The Beta Feedback window opens.
2. Choose Bug Report or Idea/Feedback.
3. Fill in Subject and Description. Both are required. For a bug, describe the problem and the steps to repeat it.
4. For a bug, choose a Severity: Low, Medium, High or Critical. The default is Medium.
5. Optionally enter a phone number in Contact Phone (Optional).
6. Optionally add screenshots. Choose up to 5 images, each up to 5 MB, with the file picker. An image over 5 MB is left out without a message, so check the preview list before you submit.
7. For a bug, tick Attach diagnostic logs (recommended for bug reports). The logs cover the last 24 hours and are cleaned of sensitive information before they are uploaded.
8. Select the submit button at the foot of the form. It reads "Submit Bug Report" for a bug and "Submit Feedback" for an idea.

Your submission goes to TechPulse. The window closes and a confirmation appears. Recent Submissions at the foot of the window lists the latest three of the week.

Weekly Progress shows how many submissions your organisation has sent this week, out of 3. Every person's submissions count towards the 3, and Recent Submissions lists the organisation's latest three, not only yours. The week starts on Monday. Three submissions a week is what the beta programme asks of each organisation. While fewer than three have gone in, the window says how many more are required, and a reminder appears when the app loads: "Beta Feedback Required: Please submit N more feedback item(s) this week to maintain beta access."

Contact TechPulse support

For a question you want answered quickly, use Support in the header or open the Support page. You can also e-mail support@techpulsecloud.com, the address printed at the foot of the e-mails QuantumOps sends. To get an answer faster, include:

• Your organisation name.
• The screen where the problem happened, by its name or its address.
• The date and time, with your time zone.
• The ticket number, if the problem is about a ticket.
• What you expected to happen and what happened instead.
• A screenshot, if it helps.

If an e-mail you expected did not arrive, E-mails QuantumOps sends lists who sends each one and what to check.

For a problem you can repeat in the app, a bug report with diagnostic logs and screenshots gives TechPulse more to work with, so send one as well.

During the setup wizard

The setup wizard has its own Get help dialog, separate from the one in the main app. Do not rely on it to reach TechPulse or to open the documentation. E-mail support at the address above, and read The setup wizard for the steps. The Get help button in the main app has no contact form.

Related pages

• What's new, for the release notes of each update.
• Access denied and sign-in errors, when you cannot sign in or a page is refused.
• Troubleshooting the extension, for problems with the browser extension.