Platform messages

As a Global Admin, your Messages page on the platform console lists the support requests that organisation admins have sent, from every organisation. Each one also goes to that organisation’s admins.

To open it, select Messages on the platform console. If you don’t see it, messages are switched off.

See the requests

The line under the heading says how many requests there are and how many are waiting, for example “4 support requests, 2 waiting for an answer”. The newest come first.

Each row shows the subject, the start of the last message, the organisation, and the date. A row may show:

n unread: messages you haven’t opened.
Open: waiting for an answer.
Answered: you’ve replied.
Closed: finished.

Answer a request

Select the request’s row.
Read the conversation.
Enter your answer in Reply.
Select Send.

You see the message “Sent.” The request is marked Answered. If the organisation replies, it goes back to Open.

Opening a request marks it as read. Select Back to return to the list.

Close a request

Open the request.
Select Close Conversation.
Select Close Conversation again to confirm.

You see the message “Conversation closed.” Nobody can reply once it’s closed. The organisation can start a new request.

Who can do this

Only Global Admins can use this page. Organisation admins send a request with Contact Support on the Messages page, and see your replies as “Platform support”.

If something goes wrong

“No support requests yet.” Nobody has sent one.

“This conversation is closed.” You can’t reply to it. The organisation has to start a new request.

“That conversation is no longer here.” Go back to the list and open another.