Asking support a question

Stuck somewhere, or is something not right? Ask us your question in the Support screen. You get the answer by email and in that screen, and the whole conversation stays together in one place — even months later.

What you need beforehand

• The Owner or Administrator role. Only they see Support in the menu, because that is where all of your organisation's requests are, including those about your invoices. If you have a different role, ask your owner.
• A few minutes to write your question down clearly.

Step 1 — Asking a question

1. In the left-hand menu, click Support.

2. Click New request at the top right.

3. Fill in the form:

   Field	What you fill in
   Subject	What it is about, in a few words
   Message	Your question. You can format the text, as in an email
   Attachments	One or more files, each up to 10 MB. A screenshot often helps us along fastest

4. Click Create.

You see the notification Your request has been sent, and you land straight in the conversation. Your request gets a number of its own. It is at the top of the conversation, in the list, and between square brackets in the subject of every email we send you about it.

Tip: say where you were and what you expected. If it is about one order, note the order number. Then we do not have to search first.

Step 2 — Reading the answer

When we answer, two things happen:

• you get an email at the address of whoever asked the question;
• the answer appears in the conversation under Support, in a coloured box with the name Passavo above it. Your own messages are in a white box.

Attachments that belong to a message are shown below it as a small button with the file name. Click it to download the file.

Step 3 — Responding

You can carry on the conversation in two ways:

• In the screen: open the request and click Reply at the top right. Type your message, add attachments if you like and confirm. You see Message sent.
• By email: simply reply to our email. Leave the number between the square brackets in the subject; that is how we recognise the conversation.

A request that was already closed opens again as soon as you reply in the screen.

The list and the statuses

The list shows your requests with the latest activity at the top. You see the Number, the Subject, the Status and the Last activity. With the search field you search on subject.

Status	What it means
New	Your request has come in; nobody has answered yet
Open	We are working on it, or you have just responded
Waiting on customer	We have answered and are waiting for you
Closed	The request has been dealt with

You do not set the status yourself; we do that. If you want to reopen a closed request, just reply.

If a request is open, you also see it on your dashboard, in the Open requests box. Once everything has been dealt with, that box disappears.

Do you work for more than one organisation?

The list only shows the requests of the organisation you chose at the top left. If you switch organisation, you see the requests of that other organisation. So ask your question from the organisation it is about.

You can also email

An email to support@passavo.eu also becomes a request. If you email from the address you sign in with, we attach it to your organisation and it appears in your list. If you work for more than one organisation, it is better to ask your question in the screen, from the organisation it is about: with an email we choose one for you, and that is not always the right one. If you cannot sign in, send an email and include your organisation code.

Frequently asked questions

Who of us gets the answer by email? Whoever asked the question. Your colleagues with the Owner or Administrator role do see the answer in the Support screen.

Can I delete a request? No. The conversation is kept, so that you can read back later what was agreed.

How large may an attachment be? Up to 10 MB per file, when you add it in the screen.