Getting Help — the Support Widget and Help Center

StackJack support runs on Featurebase. You reach it from inside the Portal, and there is no separate ticket portal to sign in to. Depending on how your organization is managed, Support can mean the StackJack team or your authorized support partner.

Two words appear throughout these pages. The support widget is the whole Featurebase surface the Portal loads. The messenger is the part of it that holds your conversations — the pane the Support button opens.

How to get help

There are four ways in. Pick whichever is closest to hand.

The Support button carries an unread count when a conversation has replies you have not read. Selecting it opens the messenger in place.

Feedback is a separate button. It sits beside Support in the header and opens a different surface — see Support versus Feedback below.

Support versus Feedback

The two header buttons look alike and do different jobs. Choose by what you want to happen next.

Do not put an outage, a failing connector, or anything containing your customers' data on the feedback board. It is a public surface. Open a support conversation instead.

Asking for a new connector, and following a request on the roadmap, is covered in Request a connector or a feature.

Signing in

Sign in to the Portal before you ask for help. Two things depend on it.

• Support knows who you are. A signed-in conversation carries your name, email, and organization, so support does not have to ask you to prove which workspace you mean.
• Diagnostics are attached. StackJack can only attach your organization's diagnostic bundle to a ticket when it can prove who filed it. See Submitting a ticket.

If you open the messenger from a signed-out page, it still works, but anonymously — it serves the help center rather than your conversations. Sign in and open it again to get your tickets back.

When you sign out, the messenger shuts down and clears what it stored in your browser, so the next person to use that browser does not inherit your support identity.

Featurebase also has its own web portal. Arriving there while signed out sends you through StackJack sign-in and back again, so you do not keep a second password.

If you cannot reach support

Work down this list.

1. The buttons are missing. The Support and Feedback buttons appear only once the support widget is switched on for the Portal and you are on a signed-in page. They are absent on the pre-sign-in pages such as /signup, which run before you have an account.
2. The button does nothing when selected. The widget failed to load — usually a network block. Check whether your network filters third-party scripts, then reload the page.
3. The messenger opens but shows no conversations. You are on the anonymous widget. Confirm you are signed in, then reopen it.
4. Still stuck. Email support@stackjack.io. Include your organization name, what you were doing, and any correlation id an error gave you. An email works when the Portal does not.

Your connected AI assistant is a fifth route and does not depend on the Portal loading at all — see Support through your AI assistant.

The help center

The help center is the same product documentation set you are reading now, published at docs.stackjack.io. Each page keeps a stable address of the form https://docs.stackjack.io/docs/<page-slug>, so a link you save stays valid even when the article is renamed on the Featurebase side.