Getting help from Quickbase Technical Support

Our Quickbase Technical Support hours of operation are Monday - Friday 7:00 AM – 8:00 PM, US Eastern time.

A new case

To submit a case:

1. Select ? (Help) on the global bar near your username, and then select Manage Support Cases. You can also bookmark the Manage Support Cases page
   at: https://target_domain/qb/support/ListCases  (where target_domain is your account's domain, for example, mydomain.quickbase.com).
2. Select New Support Case to create a new case.
   You can bookmark the New Case dialog at: https://target_domain/qb/support/NewCase (where target_domain is your account's domain, for example, mydomain.quickbase.com).
   
3. Fill out the Details section by explaining the issue you’d like help with.
   
   To expedite your ticket and ensure a best-in-class experience with our Technical Support Team the following information is helpful to include when opening a ticket. Sometimes you won’t know or have access to this information but please still reach out!

• • Account Number
  • Application(s) affected- either by their App ID or link
    • Specific Tables affected by Table ID or link, if applicable
    • Pipeline ID and CSR Access code, if applicable
  • Screenshot or exact text of any errors
  • Link to relevant part of issue (link to a report, notification, record, etc)Time(s) when the issue was encountered
  • Ensuring you have Administrator level access, or it can be gained
  • Is the issue affecting all user or specific users? If specific, who? (by Email or affected Role(s))
  • Any troubleshoot steps already taken

4. If you have a screenshot or video of the behavior, you can click Choose File  to send it with the case.
5. Let us know how you’d like to be contacted by selecting Email  or  Phone.
6. Select Create Case  to submit your case.

Existing cases

To find and update an existing case:

1. Select ? (Help) on the global bar near your username. Then select Manage Support Cases.
   You can also bookmark the Manage Support Cases page at: https://target_domain/qb/support/ListCases  (where target_domain is your account's domain, for example, mydomain.quickbase.com).
2. Select a case. By default Open cases are listed in order, by date, before Closed cases.
   You can also search your cases using the search box just under the page title. Searches look in case numbers, subjects, and details (but not activities) to find cases.
3. Enter your message in the Write a new message  box on the right.
4. If needed, click Choose File and choose a file.
5. Click Send to update the case.

Tips:

• When you receive an email notifying you that your case has been updated, and you have a response, click the link in the email to open the case in the Support Portal. If you reply directly to the email, the message won’t get to us.
• Sometimes email notifications from Technical Support representatives will end up in your spam folder. You may need to add notify@quickbase.com to your list of trusted senders to make sure you get these updates.