💬 Using the Messages and Raise an Issue Functions
Clear and timely communication is essential when managing translation jobs through AcudocX.The platform provides two main communication tools:
Messages
Raise an Issue
Each serves a different purpose depending on the situation.
📩 Messages – Everyday Communication
The Messages function allows you to have direct, informal communication with your customers regarding:
Clarifications about the document
Confirming timelines and updates
Requesting additional information
Sending tracking numbers for postage
Confirming completion or review instructions
How to Use Messages:
Navigate to the View Job screen.
Click the Details tab.
Scroll down to the Messages section at the bottom.
Type your message and click Send.
📢 Important:You cannot send a message until you have clicked Start Job.As per the Contractor Terms and Conditions, you must message the customer at the start of every job, confirming:
That you have begun working
When they can expect the draft or completed translation
📥 Email Notifications for Messages
Both you and the customer will receive email alerts when a new message is sent through the system.A message icon will also appear on your dashboard to notify you.
🚩 Raise an Issue – Formal Disputes or Problems
If a serious issue arises that cannot be easily resolved through messaging, you should use the Raise an Issue function.
Examples include:
Customer disagrees with edits or translation outcome
Refund requests
Need to resend translations
Disputes about payment for excess edits
Serious problems with document authenticity
How to Raise an Issue:
Open the View Job screen.
Click the Raise an Issue button.
Select the type of issue (e.g., Refund, Resend Translation).
Provide a clear explanation.
Submit.
🛠Issues Workflow
The issue is passed to the other party (customer or provider) for review.
They can:
Accept the proposed solution
Reject it
Or escalate it to the AcudocX Admin team for adjudication.
Both parties can leave comments throughout the process.
Email notifications are sent at every step.
📢 Tip: Always try resolving concerns through Messages first before escalating to an Issue.
🧠Quick Reminders
Use Messages for everyday communication and clarification.
Raise an Issue only for formal or serious matters.
Always communicate clearly, professionally, and promptly.
Notify the customer early if any delays or problems are encountered.
Zendesk AI Keywords: send message to customer, raise an issue, translation dispute, AcudocX messages, refund request, resend translation, communication with customer, contractor communication rules
Messages
Raise an Issue
Each serves a different purpose depending on the situation.
📩 Messages – Everyday Communication
The Messages function allows you to have direct, informal communication with your customers regarding:
Clarifications about the document
Confirming timelines and updates
Requesting additional information
Sending tracking numbers for postage
Confirming completion or review instructions
How to Use Messages:
Navigate to the View Job screen.
Click the Details tab.
Scroll down to the Messages section at the bottom.
Type your message and click Send.
📢 Important:You cannot send a message until you have clicked Start Job.As per the Contractor Terms and Conditions, you must message the customer at the start of every job, confirming:
That you have begun working
When they can expect the draft or completed translation
📥 Email Notifications for Messages
Both you and the customer will receive email alerts when a new message is sent through the system.A message icon will also appear on your dashboard to notify you.
🚩 Raise an Issue – Formal Disputes or Problems
If a serious issue arises that cannot be easily resolved through messaging, you should use the Raise an Issue function.
Examples include:
Customer disagrees with edits or translation outcome
Refund requests
Need to resend translations
Disputes about payment for excess edits
Serious problems with document authenticity
How to Raise an Issue:
Open the View Job screen.
Click the Raise an Issue button.
Select the type of issue (e.g., Refund, Resend Translation).
Provide a clear explanation.
Submit.
🛠Issues Workflow
The issue is passed to the other party (customer or provider) for review.
They can:
Accept the proposed solution
Reject it
Or escalate it to the AcudocX Admin team for adjudication.
Both parties can leave comments throughout the process.
Email notifications are sent at every step.
📢 Tip: Always try resolving concerns through Messages first before escalating to an Issue.
🧠Quick Reminders
Use Messages for everyday communication and clarification.
Raise an Issue only for formal or serious matters.
Always communicate clearly, professionally, and promptly.
Notify the customer early if any delays or problems are encountered.
Zendesk AI Keywords: send message to customer, raise an issue, translation dispute, AcudocX messages, refund request, resend translation, communication with customer, contractor communication rules