> ## Documentation Index
> Fetch the complete documentation index at: https://docs.superoffice.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Messages

> Read, filter, and reply to support tickets in the SuperOffice Developer Portal Messages area.

**Messages** (formerly *Messaging Center*) is the single place in the Developer Portal where you handle support tickets from customers of your apps and follow up on requests related to publishing. You can read, filter, and reply to tickets - including with attachments - without leaving the portal, and decide whether to close each ticket yourself or hand it back to SuperOffice.

It collects messages from:

* **Request to publish** events for:
  * Application configuration
  * App Store information
  * Partner page information

* Feedback submitted from the App Store **Report a problem** link.

* Support tickets created from the **Failures** details page.

* Support requests that SuperOffice routes to you - see [How support requests reach you](#how-support-requests-reach-you).

* Your emails sent to `appdev@superoffice.com` or `appstore@superoffice.com`.

  <Warning>
    Problems may occur if you use a different email address than the one you sign in to the Developer Portal with, or if the address is a duplicate in SuperOffice.
  </Warning>

* Notifications about Developer Portal changes.

<Note>
  Messages is not a support channel. For support, contact [SuperOffice Support][1].
</Note>

## At a glance

Messages is located in the upper-right corner of the Developer Portal.

![Messages entry point in the Top bar -screenshot][img1]

Tickets are grouped into categories in the sidebar so you can see at a glance what needs attention. The count next to each category shows how many tickets it currently contains.

| Category                    | What it shows                                               |
| --------------------------- | ----------------------------------------------------------- |
| **All**                     | Every ticket associated with you and your apps.             |
| **Waiting for SuperOffice** | Tickets you have replied to and routed back to SuperOffice. |
| **Open**                    | Tickets where the next action is yours.                     |
| **Closed**                  | Tickets that have been resolved.                            |

![Messages inbox with sidebar categories -screenshot][img2]

<Tip>
  The [Messages widget][3] on your Home dashboard mirrors these same categories, so you can spot tickets in the **Open** category at a glance without opening Messages.
</Tip>

## Filter and find tickets

The ticket list is a table you can filter one column at a time. Filters are applied on the server, so paging stays fast even with many tickets. Filter by:

* **Ticket Id**
* **From** - the sender of the ticket.
* **Title**
* **Partner** - useful if you belong to more than one partner.
* **App** - limit the list to tickets for one of your apps.
* **Last Changed** - pick a date range.

Combine the sidebar categories with the column filters to focus on, for example, every **Open** ticket for one app. The list is paginated - use the controls at the bottom to move between pages.

![Ticket list with per-column filters and a date range -screenshot][img3]

## Reply to a ticket

Open a ticket to see its full history. You can compose a reply in two places, and the difference is *who gets the reply by default*:

* **Reply All**, at the top of the ticket - pre-fills the editor with the ticket's full recipient list (everyone currently on the conversation).
* **Reply**, at the bottom of an individual message - pre-fills the editor with only the recipients of that specific message. Useful when you want to respond to one branch of a long conversation without including everyone.

In both cases, the recipients are only a starting point. You can adjust the **To**, **Cc**, and **Bcc** fields freely before sending, and the chip behavior is the same in both editors.

1. Click **Reply All** at the top of the ticket, or **Reply** at the bottom of an individual message.
2. (Optional) Expand **Cc** or **Bcc** to add more recipients, or click the X on a chip to drop someone from the reply.
3. Compose your message using the rich-text editor.
4. (Optional) [Add an attachment](#add-an-attachment).
5. Decide what happens to the ticket after you send - see [Mark as answered or Return to SuperOffice](#mark-as-answered-or-return-to-superoffice).
6. Click **Send**.

![Reply editor with To, Cc, and Bcc fields and the Mark as answered / Return to SuperOffice toggle -screenshot][img4]

### To, Cc, and Bcc addresses

The **To**, **Cc**, and **Bcc** fields accept multiple email addresses, shown as chips:

* Type an address and press **Enter**, or simply click outside the field, to confirm it. When you click **Send**, any address you typed but did not confirm is added automatically - addresses are no longer dropped silently.
* Invalid addresses appear as a red chip. **Send** is disabled until you remove or correct them.

### Add an attachment

You can attach **image files only**, up to **5 MB per file**. Add images one at a time - there is no overall cap on the number of attachments, only the per-file size limit.

To send an image with your reply:

1. Click the attachment icon in the reply editor.

2. Select an image from your computer.

3. The portal validates the file before adding it:

   * If it is not an image, the file is rejected with the message *Only image files are allowed as attachments.*
   * If it is larger than 5 MB, the file is rejected with the message *Attachment exceeds the maximum allowed size of 5 MB.*

4. Repeat to add more images if you need to.

5. Send the reply as usual.

![Attachment picker showing the image-only validation message -screenshot][img5]

### Mark as answered or Return to SuperOffice

Next to the **Send** button there is a toggle that decides what happens to the ticket *after* your reply goes out.

By default, the toggle is set to **Mark as answered**. Switch it to **Return to SuperOffice** to hand the ticket back; when you do, **Send** is disabled until you add at least one recipient.

| Option                           | When to use it                                                                            | What happens to the ticket                                                                                                                                                                                                                              |
| -------------------------------- | ----------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Mark as answered** *(default)* | You have resolved the customer's question yourself.                                       | The ticket is closed on the partner side and moves to the **Closed** category. You can still open it later from there.                                                                                                                                  |
| **Return to SuperOffice**        | You need SuperOffice to take it from here, or the request is outside the partner's scope. | Responsibility for the ticket moves back to SuperOffice. For **app support** tickets the ticket also leaves your Messages entirely - it no longer belongs to the partner. The reply is still emailed to everyone listed in **To**, **Cc**, and **Bcc**. |

> \[!IMPORTANT]
> When the toggle is set to **Return to SuperOffice**, the reply must have at least one recipient - **Send** is disabled until you add an address in **To**, **Cc**, or **Bcc**. This prevents you from handing a ticket back without telling the customer.

## How support requests reach you

Most tickets arrive in Messages on their own - from publishing requests, App Store feedback, failures, and the emails you send to SuperOffice. In addition, **SuperOffice support can route an app-support case to you** when a shared customer's question is best handled by the partner who built the app.

When that happens:

* You receive an **email notification** with a direct link to the ticket. Select the link to open the ticket in Messages, ready for you to reply.

  ![Email notifying partner support about a new message to respond to -screenshot][img6]

* The ticket shows under the **Open** category, because the next action is yours.

* Reply as usual (see [Reply to a ticket](#reply-to-a-ticket)) and choose **Mark as answered** or **Return to SuperOffice**.

* If the ticket is not answered within **7 days**, it returns to SuperOffice so a support agent can follow up.

> \[!IMPORTANT]
> For these notifications to reach you, your organization must have at least one contact email configured. SuperOffice uses the first available of: the partner **[Support emails][8]**, then the app's **[Error reporting emails][9]**, then the partner **technical contact**.

## Open a ticket in the SuperOffice Customer Center

When you click a ticket ID, a new browser tab opens that ticket in the SuperOffice Customer Center.

<Danger>
  You must be authenticated to see the ticket immediately in the SuperOffice Customer Center. Otherwise you will have to sign in.
</Danger>

[1]: https://community.superoffice.com/en/support/

[3]: ../widgets/index#messages

[8]: ../partner/partner-settings

[9]: ../best-practices/error-emails

[img1]: /media/loc/en/developer-portal/messages-icon.png "Messages"

[img2]: /media/loc/en/developer-portal/messages-reply-reply-all.png "Messages inbox"

[img3]: /media/loc/en/developer-portal/messages-filters.png "Ticket list filters"

[img4]: /media/loc/en/developer-portal/messages-reply-to-customer-answered.png "Reply editor"

[img5]: /media/loc/en/developer-portal/messaging-center-attachment-validation.png "Attachment validation"

[img6]: /media/loc/en/developer-portal/messages-notification-to-partner-support.png "Partner support notification email"


## Related topics

- [Message](/en/automation/crmscript/reference/CRMScript.Native.Message.md)
- [Messages](/en/api/reference/restful/rest/ticket/messages.md)
- [System Messages](/en/developer-portal/best-practices/system-messages.md)
- [Edit message](/en/request/learn/edit-message.md)
- [Chatbot messages](/en/automation/chatbot/messages.md)
- [Split message](/en/request/learn/split-message.md)