How do I message support about a specific job?
Send a message from the job itself so our team sees its details right away.
The fastest way to get help with a Cxnch+ job is to message us from the job itself. Your message is attached to the job, so our team already has its Job ID, files and history.
To message support on a job
- Open the job from your Cxnch+ list or from Mail → Jobs.
- Open the job's messages.
- Write your question or request and send it.
Your message becomes a tracked ticket. You'll see our reply in the same place, and the ticket stays open until the issue is resolved.
Good reasons to message on a job
- You want to change the template, wording or business rules before the next run.
- A run looks stuck or its status hasn't changed as expected.
- You're reviewing a proof and have edits.
- You need to pause or cancel a scheduled run.
When to expect a reply: within 4 business hours, Monday–Friday, 8 AM–5 PM MST. Messages sent after hours are answered first thing the next business morning.
Never include PHI in a message. Our team can look up what it needs securely in the platform. If you need to send us a data file, upload it through the secure file upload instead.
Related: How to contact Cxnch support · Tracking job stage and status · Uploading data files securely