Messages and support tickets
Talk to the company about each PO, use saved replies, stars and mute, and contact support about the portal itself.
Every PO has its own conversation with the company's team. You use it for questions, updates and files about that PO. For problems with the portal itself, you use Support instead. This article explains both.
Where: top bar → Messages, sidebar → Messages, or the Messages column on any PO.
#The tabs
- All
- PO messages
- Requests — date requests from the company. See Date requests.
- Support — your tickets with the support team.
You can search POs, people or words, and filter All or Unread. Starred conversations stay at the top.
#PO messages
Each PO has one conversation with the company's team, labelled "Chat with the merchant".
#Sending a message
- Type in the box. Enter sends. Shift + Enter starts a new line.
- Paste or drag in screenshots and files, or use Attach file or Take a photo.
#Reading the conversation
- Your messages are on the right.
- Your teammates' messages are on the left, with their name.
- The company's team is on the left, with their name and company.
- Seen means the company has read your message.
#Other things you can do
- Reply to a specific message (quote it), or add a reaction.
- Edit your own message within 15 minutes.
- Delete your own message. The company sees "Message deleted".
- Saved replies — store text you send often.
- Star a conversation to pin it at the top.
- Mute a conversation to stop its badge and email reminders.
- Mark all read.
- Open PO jumps to the PO.
A factory owner or admin can delete anyone's messages on your side.
Waiting on us means the company spoke last and is waiting for your reply.
Good to know
If automatic translation is switched on for your account, PO messages are translated between Chinese and English. See Automatic translation of messages.
#Email reminders
You get an email when the company replies only if Message reminders is on for you. Your owner or admin sets this on Team. See Team and permissions.
#Support tickets
Questions about the portal itself go to support, not to the company. For example: you cannot log in, a button does not work, or something looks wrong.
- Go to Messages → Support.
- Press + New Ticket. Or use the top bar: + New → New support ticket.
- Enter a Subject and a Message.
- Press Create Ticket.
Tickets are seen only by your team and the support team. The companies you make for do not see them.
A ticket shows OPEN or RESOLVED. Replies appear in the ticket.
#Common questions
The company did not answer. Check whether they have seen it (Seen). For urgent things, also call or email them.
I do not get emails about replies. Ask your owner or admin to turn on Message reminders for you. Also check the conversation is not muted.
I cannot edit a message. The 15-minute window has passed. Send a correction.
Where do I report a portal problem? Messages → Support, not the PO messages.