Get support

Our Support Team is here to assist you with any questions, troubleshooting, or configuration needs. This article explains how to reach us, how to submit a report effectively, how we process feedback, and which features can only be configured by our team. 

1. General support information
2. Creating a support report
3. How we handle feedback & insights
4. Changelog/Updates
5. Support-only configurable features

1. General support information

If you have questions, feedback, or need assistance, contact our Support Team via the contact form at the bottom of this page. We will be happy to assist you!

Tip: If your company uses deskbird and you have questions about your setup, please first reach out to your internal deskbird admin. Only they can adjust your account settings.

Our dedicated Support Team responds from Monday to Friday (excluding public holidays) and typically replies within a few hours. Enterprise customers or those with a special service agreement can also contact their designated Customer Success Manager.

2. Creating a support report

Please provide exact details such as the affected user's email address, relevant dates and times, and any related names.

Include clear steps to reproduce the issue and, if possible, screenshots to help us investigate more efficiently.

Please indicate where the issue occurs: web app, Slack, Microsoft Teams integration, or mobile app. For mobile issues, specify the platform (Android or iOS) and your app version. 

3. How we handle feedback & insights

We take customer feedback seriously. Whenever you reach out about a feature or functionality that isn't currently available in the tool, our support team will forward this input directly to our product team and senior leadership.

All feedback is logged in a dedicated internal tool that helps us analyze how many customers are requesting the same idea. This data-driven approach plays an important role in shaping our future roadmap. Every single piece of feedback submitted via this channel is read by our product managers, regardless of its size or scope.

While we can't promise that all ideas will be implemented, and we’re unable to provide any specific timelines (ETAs), we want you to know that your voice is genuinely heard and valued. Unlike others who simply say they collect feedback, we actively use these insights to evolve deskbird in line with what matters most to our users.

If a new feature is released, you'll hear about it through our newsletter, in-app announcements, or direct email communication. Please note that Deskbird is designed to support thousands of companies across various industries. While your request may be important for your team, it may not always align with the broader demand we’re seeing across our user base.

For customers with a dedicated Customer Success Manager, these feature discussions can also be part of your regular check-ins.

4. Changelog/Updates

The What’s New feed is your central place to stay up to date on product updates, improvements, and announcements. You can access it anytime via the bell icon 🔔 in the app.

Here, we share what’s new, what’s improved, and why it matters to you—often with direct links to try new features right away. You can react to posts, leave comments (visible only to you), and submit ideas or suggestions through the built-in feedback form.

5. Support-only configurable features

Some advanced settings can only be configured by the deskbird Support team. To request these changes, contact us at the bottom of this page. Some features are only available for certain plans or packages. Learn more here: Feature Availability