Packr Support

Packr Support is where your workspace's admins ask the Packr team for help — a sign-in problem, a setting that isn't doing what you expect, a question about how a screen works, or something that looks wrong. Each question is its own request: a conversation with the Packr team, tracked until it's done.

Who can use this

Packr Support is for your workspace's admins (3PL Admin). They're added automatically, so anyone who becomes an admin can see every request, and anyone who stops being one loses access. Everyone else asks their workspace admin.

Overview

  • Find Support at the bottom of the Other section in the sidebar (on a phone, in the More menu).
  • Select New request, describe what you need, and send it. It opens a conversation with the Packr team.
  • Every admin in your workspace sees every request — pick up a colleague's thread, or add what you know.
  • While you wait, Pax suggests pages from the Packr docs that may already answer the question.
  • You get a notification when the Packr team replies. The request stays open until it's marked done, and a new message reopens it.

Send a request

  1. Select Support in the sidebar.
  2. Select New request. Type in the box at the top, or pick a starting point below it — Can't sign in, Invite a teammate, Connect our WMS, Something looks wrong.
  3. Describe what's happening: what you were doing, what you expected, and what happened instead.
  4. To include screenshots or files, select the paperclip, drop them anywhere on the page, or paste a screenshot. Each one shows as a chip you can remove before sending. You can attach up to 10 files, each up to 50 MB.
  5. Press Enter (or select Send).

The request opens straight away, and any files you attached follow in its conversation right after your message. If a file doesn't make it, Packr tells you how many to add again. The request appears in the list on the left. Pax gives it a short title; select the title above the conversation to rename it.

Tip

Never share a password, a sign-in code or an API key in a request. The Packr team will never ask for one.

Follow a request

  • The list shows open requests first, newest activity on top. A red count means unread replies. Done requests collapse under Done.
  • The conversation is where you and the Packr team talk. Attach a screenshot the same way you would in any Packr chat.
  • Status — select the status circle beside a request to change it, or use ⋯ → Mark done. When the Packr team marks it done, you'll see it in the conversation.
  • Copy link (in the ⋯ menu) gives you a link straight to the conversation to share with another admin.

Pax on your requests

For each request, Pax reads the conversation and looks for the Packr docs that answer it. You'll see its suggestion and links to those pages beside the conversation (on a phone, under Pax). Pax only uses docs.packr.io here — it doesn't look at your orders, inventory or brands — and it never replies in the conversation itself; the Packr team does.

Common questions

Who can see our support requests? Your workspace's admins and the Packr team. Brand users and other team members can't see Packr Support.

Can I add someone to Packr Support? Not directly — its members are your workspace's admins. Make someone a 3PL Admin (see Members and invites) and they'll see every request, including earlier ones.

How will I know the Packr team replied? You'll get a notification (and a push notification in the mobile app), just like a message in any conversation you're part of. Support also shows a red count in the sidebar.

Can I see who at Packr is online? No. Replies come from a named member of the Packr team, marked with a Packr badge, but Packr Support doesn't show who is online.

What if Pax already answered it? Mark the request done. If it comes back, send a new message in the same request — that reopens it.