Send feedback from the browser extension

The Send feedback button in the QuantumOps side panel is the quickest way to tell TechPulse what is wrong or what you want. You write a few words, optionally add a screenshot, and send it; the panel keeps working underneath, so it takes seconds. TechPulse's replies and status changes come back to the same place. This page is for anyone who uses the QuantumOps browser extension, and it has a short part for administrators at the end.

Before you start. The extension (version 0.26 or later) must be installed and signed in, and your QuantumOps server must offer feedback. If you do not see the button, your server is on an older build or feedback is turned off for your organization; For administrators says how it is set. Setting up the extension covers the install and the sign-in.

What it is for

Everything goes to TechPulse, and only you and TechPulse see it. Choose what you are sending:

• Bug: something does not work, or does not work the way you expected.
• Feature request: something you would like QuantumOps to do that it does not.
• Enhancement: something that works but should work better.
• Change: something that should be different, and why.
• Question: something you would like to know.

Each one becomes a private ticket in TechPulse's support desk with your name and your organization on it, never a public post, and nobody else in your organization can open it from the extension.

Send feedback

1. Select the Send feedback button in the header of the side panel, next to the dispatch button. It is there on every tab.
2. Choose the kind. A bug is chosen the first time; after that the kind you used last is chosen for you.
3. Write what happened, or what you would like, in the box. It holds up to 10,000 characters, and a counter appears when you get close. What you type is saved as you go, so closing the panel, reloading it or switching tabs loses nothing.
4. Select Add a title if you want to name it. If you do not, the first line of what you wrote becomes the title.
5. Add a screenshot or a file if it helps (below).
6. Look at Include context (below), then select Send, or press Ctrl+Enter (Cmd+Enter on a Mac).

The sheet closes at once and a short message thanks you. The feedback is on its way even if TechPulse cannot be reached for a while: your QuantumOps server holds it and keeps trying, for up to three days.

Add a screenshot or a file

• Paste a screenshot straight into the box (Ctrl+V). A screenshot you took with Win+Shift+S on Windows or Cmd+Shift+4 on a Mac is on the clipboard already.
• Drag a file onto the sheet, or select Attach and pick files.
• Select Capture this tab to capture what the browser is showing. Not every browser allows it for this extension. If yours does not, the button disappears for the rest of your session and the sheet tells you to paste a screenshot instead.

Screenshots (PNG, JPEG, GIF and WebP) are shrunk to fit if they are large. Depending on your server, you can also attach PDF, text, log, CSV, JSON, Markdown, Excel and Word files, each up to 10 MB. You can attach up to five files, 25 MB in all, and up to three to a reply. Each file shows as a small chip with its name and size, and its remove button takes it away. A file that cannot go is skipped, with a sentence that says why. A screenshot can show whatever is on your screen, so look before you send. Files you attach are not kept in the extension: if you reload the panel before sending, the sheet tells you they were cleared.

Include context

On a bug, Include context is selected for you; for the other kinds it is not. Select What's included to see exactly what would go with your feedback:

• the extension version, your browser and its version, and your operating system;
• your PSA (Halo, Autotask or ConnectWise);
• the record the panel is on, as its kind and number only (for example ticket 12345);
• the panel tab you were on.

Your QuantumOps server adds its own build number. Nothing else is ever sent: no page text, no page addresses, no ticket subjects and no customer names. Clear the box and only what you write and attach goes.

Follow up on what you sent

Select the button again and open My feedback. Each item shows its title, how long ago anything happened on it, and where it stands:

A dot on an item, and a number on the Send feedback button, mean something new: a reply, a status change, or that it was closed. Select an item to read the conversation. You see what you wrote (and the files you sent, with a note on any file TechPulse did not receive), what TechPulse and its assistant wrote, and a line for each status change, closing and reopening. Pictures in a reply show as links, so opening a thread never loads anything from the internet until you select one. Opening a thread clears its dot, in every panel you have open.

To answer, write in the reply box at the bottom, optionally attach files, and select Send. A reply that has not reached TechPulse yet shows Sending… in the thread.

While the panel is open, a message appears when TechPulse replies or changes a status, with an Open button that takes you to that conversation. While it is closed, and only if you have already allowed desktop alerts in the extension's Options, one alert tells you the same: it names your feedback and what happened, never the reply itself, and selecting it opens that conversation. The panel only checks while you have feedback that is open or on its way.

If something goes wrong

• Not sent. The item says so, with a reason. Select Try again to queue it once more, or Copy text to keep your words and send them another way. This happens when TechPulse could not be reached for three days, or refused the feedback.
• One of your replies shows "Not sent". Your feedback is still with TechPulse, and you can keep replying; only that reply did not get through (TechPulse's support desk would not take it, it could not be reached for three days, or it removed the feedback). Under the reply, select Try again to queue it once more, or Copy text to keep your words. If TechPulse removed the feedback, the thread says so and the reply box goes away, because nobody can answer it any more; Copy text stays.
• A file shows "couldn’t be delivered". Your feedback reached TechPulse, but its support desk would not take that one file (a very large picture, for example). The rest of the feedback is there, and you can still reply to it: describe what the file showed, or attach it again with a reply, in a smaller size.
• "Couldn't reach your QuantumOps instance. Your draft is saved." Your computer could not reach your QuantumOps server. Check your connection and select Send again; it is the same feedback, so nothing is sent twice.
• "Couldn't load the conversation right now." The thread could not be read from TechPulse just now. What you wrote and any replies waiting to go stay on screen. Select Try again.
• The sheet says you are signed in as TechPulse staff or through a support session. Feedback sent that way would be filed as the customer, so it is not allowed. Send it from your own account.
• "QuantumOps can't tell which organization you belong to." Sign out of the extension and sign in again.
• "You've sent a lot of feedback today." Each person can send 20 pieces of feedback and 60 replies a day. Try again tomorrow.
• Firefox asks for permission. The first time you send, Firefox asks whether the extension may send what you write (and, with an attachment, what is in it). If you decline, your draft stays and nothing is sent.

What is shared and kept

Your feedback goes from the extension to your own QuantumOps server, and from there to TechPulse's support desk, which is run on Featurebase. The extension itself sends nothing anywhere else. TechPulse sees what you wrote, your title, the files you attached, your name, your organization, your role, the context you chose to include and, when your sign-in provider has confirmed it, your e-mail address. Your server keeps your own copy so My feedback works even when TechPulse cannot be reached. It keeps the text, the title and the status of an item for a year after the last activity once the item is closed or was not sent, and removes the bytes of a file as soon as TechPulse has it. The extension keeps only your draft text, in browser storage that is emptied when the browser closes or you sign out. How TechPulse handles what it receives is in the privacy policy.

For administrators

Feedback is on by default. A server administrator can turn the feature off for the whole instance, and it also needs the instance's connection to TechPulse, which is already there when TechPulse's help widget works. Without that connection the server reports feedback as not set up, and nobody sees the button. The background sender can be paused (everything waits in the queue and is sent when it is turned back on, within three days), and the daily limits per person can be changed. The extension adds no browser permission for any of this: the desktop alerts use the optional notifications permission that Options already offers. The setting names are in the extension API contract and the Featurebase runbook in the repository.

See also: Getting help for the other ways to reach TechPulse, and Troubleshooting the extension.