Skip to main content

Contacting Support

This guide provides information on how to get help when you encounter issues with DocuAsk that aren't resolved by general troubleshooting

Joseph Chin avatar
Written by Joseph Chin
Updated over 8 months ago

When to Contact Support

You should reach out to the DocuAsk support team in the following situations:

  1. Persistent technical issues that aren't resolved by the troubleshooting steps in our documentation

  2. Billing or subscription questions related to your account

  3. Feature requests or suggestions for improving DocuAsk

  4. Account access problems such as login difficulties

  5. Document processing issues that affect your ability to use the platform effectively

How to Contact Support

Using Intercom Chat

The primary and recommended method for contacting DocuAsk support is through the Intercom chat:

  1. Access the chat: Look for the chat icon in the bottom right corner of any DocuAsk page

  2. Start a conversation: Click on the icon to open the chat window

  3. Describe your issue: Provide a clear, detailed description of the problem you're experiencing

  4. Include relevant information: Share your account email, subscription type, and any error messages you've encountered

  5. Add screenshots if possible: Visual information can help our support team diagnose issues more quickly

  6. Create a ticket for tracking: If you would like to track the status of your issues, feel free to create a ticket in the support chat

Response Time

Our support team strives to respond to all inquiries promptly. You can typically expect:

  • Initial response: Within 24 hours

  • Resolution time: Varies depending on the complexity of the issue

Preparing Information for Support

To help our support team assist you more efficiently, gather the following information before contacting support:

  1. Account details:

    • Your registered email address

    • Your subscription plan (Archive Alchemist or Quantum Quill)

  2. Issue details:

    • When the issue started

    • Steps to reproduce the problem

    • What you were trying to accomplish

    • Any error messages (exact text if possible)

  3. System information:

    • Browser type and version

    • Operating system

    • Device type (desktop, tablet, mobile)

  4. Screenshots or recordings:

    • Visual evidence of the issue can be extremely helpful

    • Ensure any screenshots clearly show the problem area

  5. Browser logs if possible:

Support Hours

DocuAsk's support team is available during standard business hours (GMT+8). While the Intercom chat system allows you to submit inquiries at any time, responses will be provided during business hours.

Self-Help Resources

Before contacting support, you may want to check these resources:

  1. Documentation: Review the relevant sections of the DocuAsk documentation

  2. Troubleshooting guides: Check the troubleshooting section for solutions to common problems

  3. FAQ section: Many common questions are answered in our frequently asked questions

  4. Ask Our AI Support bot: Many of your questions can be answered by asking our support bot "Fin" through the chat on the bottom right

Feedback and Feature Requests

We welcome your feedback and suggestions for improving DocuAsk:

  1. Feature requests: Share your ideas for new features or improvements

  2. User experience feedback: Let us know about your experience using DocuAsk

  3. Documentation suggestions: Help us improve our documentation by suggesting additions or clarifications

Your feedback helps us make DocuAsk better for everyone!

Did this answer your question?