Messaging a Provider and Getting Support

Availability: all plans

Your customer account has two places to ask for help. Messages is a chat with a provider you work with, for questions about your own service. Support is for the ServiceVisit team, for questions about your account or the platform. This guide explains both.

Before you start

Sign in to your customer account.
To message a provider you must be connected to them. If you are not, see the guide on connecting your account. If you are not connected to anyone, Messages tells you that once you are connected you can message them there.

Steps

Message a provider

Open Messages in the left menu. Your conversations are listed on the left, each with the provider's name, the number of messages and a count of any you have not read.
To start a new conversation, select New message, then choose the provider under Start a conversation. Providers you already have a conversation with are not offered again.
Type in the box that says Type a message... and select the send button, or press Enter. Your message appears on the right.
To read an existing conversation, select it in the list. New replies appear without reloading the page.
On a phone, select the back arrow to return to the list.

You can also open a conversation from My Providers: select Manage beside a provider, then Message.

Get help from ServiceVisit

Open Support in the left menu. The page is titled Support and lets you search and browse help articles.
If you do not find an answer, select New ticket.
Choose a Category (Account, Billing, Technical issue, Feature / product question, Integration, Data / privacy or Other).
Enter a Subject and describe the problem under How can we help?. While you type, suggested articles may appear under These articles may already answer your question.
Select Submit ticket.
Your tickets are listed under Support tickets with their number, category, status and last update. Select one to read the conversation and reply under Write a reply..., then select Send.

Tips

Messages reach the provider through ServiceVisit. If you revoke a provider's access under My Providers, they can no longer message you through the platform.
A ticket's status is Open, In progress, Awaiting your reply, Resolved or Closed. Awaiting your reply means the team is waiting for you.
Questions about a specific invoice or job are usually quickest with the provider. Questions about signing in, billing from ServiceVisit or the platform itself belong in a ticket.

If something goes wrong

If a conversation says This conversation is closed., you can read it but not reply.
If you see Message could not be sent, your message was not delivered. Check your connection and send it again. Your text is not put back in the box.
If New message is missing, you have no provider available to start a conversation with.
If a ticket is Resolved or Closed and your problem remains, select Reopen this ticket. A Closed ticket cannot take a reply until you reopen it.

Connecting Your Account to a Service Provider — When a service provider invites you to ServiceVisit, they send you a claim code. Entering that code links your account to the provider, so their invoices, estimates and messages appear when you sign…
Managing Your Providers and Saved Cards — The My Providers page lists every provider you are connected to. For each one you can send a service request, start a message, see your service activity, manage the cards that provider has saved, or…
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What Your Customers Can Do in Their Portal — When a customer links a ServiceVisit account to your business, they get a portal where they can see what you have sent them and act on it, without calling in. This guide explains what they can do…