Team chat and support tickets

Two tabs in Messages are for conversations that never reach your customers or factories: Team for your own staff, and Support for your platform support team.

#Team chat

#Start a chat

1. Open Messages and go to Team.
2. Press New message.
3. Pick people. One person makes a direct message; several make a group, and you can give it a Group name.
4. Press Start chat.

You can also start one from the top bar with New → New team message.

#In a team chat

• Type @ to mention a teammate.
• A green dot means someone is online.
• "Seen by N" under your latest message shows how many have read it.
• Rename a group with ✎.

Team chats are internal. Customers and factories never see them.

#Support tickets

Use Support for questions or problems with the system.

#Raise a ticket

1. Open Messages and go to Support.
2. Press New support ticket.
3. Enter a Subject and Message.
4. Press Create ticket.

Tip

attach screenshots to show exactly what you are seeing.

Watch out

tickets are visible to your whole admin team and the platform support team. Never put passwords or card details in a ticket.

#Ticket statuses

Support replies are labelled "(Support)" and ring your bell. Mark resolved closes a ticket; posting in it again reopens it.

#Common questions

Who sees support tickets? Your whole admin team and the platform support team.

Can a customer see our team chat? No. Team chats are internal.