Quill is built and run by a small, family-owned team. That has tradeoffs in both directions. We can't always answer instantly. But you'll talk to actual humans who know the product inside and out -- not a support queue, not a chatbot, not a tier-one escalation path.
This guide is about how to reach us, what's most useful to include, and what you can expect when you do.
How to reach us
Everything starts with an email to jon@quilltherapysolutions.com. That goes directly to the team. We do not have a ticketing system, a support portal, or a phone line -- just real people reading email.
There's a reason for the email-first approach: we want to read what therapists send us. A simple email inbox means every concern lands somewhere a human will read it, instead of getting routed into a queue.
What to include in a support email
Help us help you. The more context in your initial email, the faster we can actually solve whatever's going on. A few things that consistently move things forward:
- What you were trying to do. "I was generating a treatment plan for a new client" is more useful than "It's broken".
- What happened instead. "The page just spun for a few minutes and never loaded the result" is more useful than "It didn't work".
- Any error messages or alerts you saw. Even a partial quote helps. Screenshots help even more if you have them handy.
- What you've already tried. If you've already restarted your browser or tried in a different browser, mention it -- otherwise we'll probably suggest those first.
- Your browser and operating system. Especially for anything audio- or recording-related.
You don't have to write a perfect bug report. Just give us enough that we don't have to guess.
How quickly we respond
During business hours (roughly 9am to 5pm Eastern, Monday through Friday), we typically respond within a few hours -- often within minutes for non-urgent issues. Outside business hours and on weekends, we'll usually get back to you the next morning.
If you've got something urgent, mark the email subject accordingly and we'll prioritize it.
Asking for new features
Many of our best features started as a therapist's emailed suggestion. If you've got an idea -- something Quill should do that it doesn't, something it does that's clunky, a workflow we could simplify -- we want to hear about it.
A few things that make feature requests especially useful:
- The problem you're trying to solve, not just the proposed solution. "I want a way to X" is helpful, but "I keep running into Y and end up doing Z each time" gives us a lot more to work with.
- How often it comes up. A friction you hit once a quarter is different from a friction you hit every therapy session.
- What your current workaround is. Sometimes the workaround tells us more than the request itself.
We can't build everything, and we don't promise we'll build any specific thing you suggest. But we read every feature request, and we genuinely use them to shape what's next.
Sharing a review
If Quill has made your work easier and you'd like to share that publicly, we'd love it if you'd leave a review. The growth of Quill is almost entirely word of mouth -- therapists telling other therapists -- and reviews are a big part of how new therapists find us.
We don't take that for granted.
When something's wrong
If Quill is misbehaving or you've lost something important, please don't wait to email. We can almost always help, and we'd much rather hear about a problem early than learn about it later in a frustrated review or a cancellation note.
Whether it's a question, a bug, a feature idea, or just a "this is working really well for me" note -- send us an email. It's how we get better.
