Support cases: one conversation with everyone

A support case is a conversation SCMTR.io support opens with the people a problem involves. That might be the filer who reported it, the shipping line's desk, a forwarder, or a colleague, whoever they work for. Everyone in the case writes in one thread, attaches files, and sees the problem through to the end in one place, instead of across e-mail chains and WhatsApp groups.

How do I get into a support case?

You are invited by e-mail. The e-mail names the case, who invited you and the address it was sent to, with a link to open it. Sign in to SCMTR.io with that address to read the case. If you have no SCMTR.io account yet, signing in with it makes one, free. An invitation nobody takes up lapses after 30 days; anyone in the case can send it again.

Once you are in, the case is under Support cases in your account menu, and a line under the header tells you when something new is waiting for you.

Who opens a support case?

SCMTR.io support. If you have a problem to raise, use Feedback at the bottom of any page in SCMTR.io; support replies, and opens a case with you when the problem needs a conversation with others too, for example the shipping line whose SAM your CSN must match.

Who can read a support case?

Only the people in it. Everyone in a case reads its whole thread, including everything written before they joined, the files attached, and the name, e-mail address and organisation of everyone else in the case. So write and attach only what you are content for all of them to see. Until someone has opened the case, the others see only the address they were invited at, not their name or company.

SCMTR.io's platform administrator can read any case. Nobody else at your company, the line's or anyone's can, unless they are invited.

Can I invite someone else into the case?

Usually yes. Anyone in a case can invite others, by e-mail address, from Invite someone on the case. The thread records who invited whom, and each person in the list shows who brought them in, so everyone can see how the case grew.

SCMTR.io support can set a case to Only SCMTR.io support can invite, for example when it holds one company's papers. Then ask support in the thread to add someone.

You can take back an invitation you sent until the person has opened the case. Support can remove anyone from a case. Removing someone does not remove the people they invited.

What can I attach?

Up to five files to a message, up to 10 MB in all (send more in another message): customs' files and replies (.json, .gz, .out, .xml), PDFs, images, spreadsheets, documents, .zip and saved e-mails. Files always download; nothing attached opens in the browser. If something was posted by mistake, ask support: they can take a message down, and its words and files are deleted for everyone.

What does the e-mail about a case say?

It names the case and says that something is new, how much and from whom, never what was written. The conversation stays behind sign-in on purpose: a copy in every inbox could be forwarded or read on a shared office computer. We send one e-mail, then no more until you open the case again, however much happens meanwhile. You can switch these e-mails off for a case with E-mail me about new messages.

Replying to the e-mail does not reach the case; write in the case itself.

SCMTR.io put a filing on the case for me to sign. What do I do?

SCMTR.io support can prepare a filing for you, such as an SAA, and put it on the case for you to sign and send with your own DSC. You never receive the file itself. See An SAA prepared for you for how a prepared filing works.

When it is ready, you get a notice in SCMTR.io (and by e-mail and on your phone, as you chose for "A filing prepared for you" in your alert settings), and the case shows Open and sign to you alone. It opens in your organisation's account. If you work for more than one organisation in SCMTR.io, switch to the one the filing was prepared for first.

Everyone else in the case sees the filing's title and where it stands, never its contents: being prepared, ready to sign, sent to ICEGATE, accepted or refused by customs, or withdrawn. Each step is posted in the thread and e-mailed to the people in the case.

Can I leave a case?

Yes, with Leave the case. You no longer read it unless someone invites you again.

How long is a case kept?

While it is open, and for two years after support closes it. Then it is deleted with its messages and files. You can ask support to delete what you wrote in a case at any time.