Your customer expects their requests to be answered on time, such as a questionnaire, a supply chain mapping request or a certificate update. If something is unclear or not working, a quick answer keeps that work moving. Retraced gives you three ways to get help without leaving the platform: search the Help Center, ask Tracy, our AI assistant, or send a message to the Retraced support team.
Help is available on every page of the platform, through the ? icon in the top bar and the Help Center link in the left menu. When you write to us from inside the platform, you are already signed in, so the conversation starts with your name and is linked to your user account. Your messages and our replies are kept under Messages, so you can come back to them at any time.
Help via the ? Icon
Click the ? icon in the top bar, next to the notification bell. It is available on every page.
A help window opens. From here you can Send us a message, Search for help, or open one of the suggested articles. The tabs at the bottom take you to Home, Messages, Help, News and Tasks.
Search for an answer first
Click Search for help, or open the Help tab, and type a few words about your topic, for example "supply chain mapping". Matching articles appear as you type.
Send us a message
If you can't find your answer, click Send us a message. Tracy, Retraced's AI assistant, answers first and asks what brings you here. Choose Facing a problem and need some help or Have some feedback to share. Use the feedback option to tell us what works well for you, what is confusing, or what you would like to see in Retraced.
Tracy first points you to the Help Center and offers a search field. If that doesn't solve it, describe what you need or what issue you are facing in the Message field. The Retraced team joins the conversation. See the next section for what to include.
What to include when you report an issue
The more our team can see of the problem, the faster they can fix it. A message like "I cannot find my request" usually needs several follow-up questions; a message with the details below can often be solved in one reply. Include:
What you were trying to do. For example: "I wanted to open the supply chain mapping request from my customer."
Where it happened. The page or section, for example Traceability → Supply Chain Mapping. If you can, copy the link from your browser's address bar.
What happened, and what you expected. For example: "The request is not in the list. I expected to see it under Collaborator."
The steps to see the problem. What you clicked, in order, so our team can repeat it.
The exact error message, if one appeared. Copy the text or include it in a screenshot.
Which company or customer it concerns, for example the customer who sent the request or the supplier you are trying to add.
When it happened, and whether it happens every time or only sometimes.
Add screenshots or a screen recording. A picture shows our team exactly what you see, including details you might not think to mention. Click the paperclip icon in the message field to attach a file.
Screenshot: best for an error message, a missing item or something that looks wrong. Capture the whole screen, not just the error, so the page and menu are visible.
Screen recording: best when the problem happens during several steps, or only after you click something. Record from the step before the problem starts until the problem appears.
Help via the Help Center
Open the full Help Center
To browse all articles in a larger window, click Help Center under Resources in the left menu. It opens help.retraced.com in a new tab, where you can search, browse collections and switch the article language in the top-right corner.
Other ways of getting help
Email [email protected], or join the monthly live open Q&A session with the Retraced support team, held in English and Mandarin on the first Thursday of each month. Bring your questions and join the conversation!