Summary
If Teclara Messenger is on your computer, use it to send support messages and follow replies. Each new conversation becomes a support ticket.
Where do I find Teclara Messenger?
Look in the Windows system tray or the macOS menu bar. Teclara Messenger is installed on managed computers for clients who use it.
If it is not on your computer, use the Teclara Support Portal or email support@teclara.tech.
How do I sign in?
Use your work email address and a one-time code. You stay signed in as long as you log in to your computer at least once every 30 days.
What is on the home screen?
The home screen greets you by first name and asks, "How can we help you today?" Choose "Send us a message" to start a conversation or "View existing messages" to see earlier ones.
The safety card says: "If you're ever unsure about an email, message, request, or call you receive, contact us through the Teclara Messenger before taking any action. Teclara will never call you unsolicited."
How do I send a message and follow replies?
In the first message box, Enter adds a new line. Submit sends the message.
Replies arrive in the same conversation, with a notification. Closed conversations stay visible so you can read the history. Reply times are based on your service agreement (SLA).
Where are the staff request forms?
Managers also see new-user and departing-user forms. See requesting a new user or a departing user.
What if I can't find the app, sign in or see a conversation?
| You see | What to do |
|---|---|
| No Teclara Messenger icon | Use portal.teclara.tech or email support@teclara.tech. |
| A sign-in code that does not arrive | Check junk mail and confirm you are using your work address. |
| A missing past conversation | Sign in, then open "View existing messages". |