When you are logged in to the Shippit platform, you can click the purple chat icon in the bottom right hand corner of any screen to open our Support portal. From there, you can chat with Shippy, our virtual Shippit support agent, or be put through to a real person for extra help. You can also search your open support tickets if you need to follow up on a previous query.
This article discusses how to use Shippy to answer your questions whenever you need help. Of course, there's always a real person behind Shippy, ready to help if you need a little extra assistance.
Launch Shippy
You can launch Shippy from your Shippit account. Log in to your account, and click the purple chat icon in the bottom right corner of any screen. Click Contact Support to start Shippy.
Shippy categories
When you launch Shippy, there are few options to choose from. Pick the one that is closest to what you need. This table contains an overview of the options:
Option | Description | Examples |
Help with deliveries | Track down a delivery or find out more information about a parcel |
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Help using Shippit | For help with the Shippit platform |
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Billing and pricing | For information about invoicing, transit protection, or your Shippit plan |
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Getting started with Shippit | For information about getting your Shippit account set up |
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Share product feedback | To give us feedback on the Shippit platform or service |
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Help sub-categories
If you choose the Help with deliveries, Help using Shippit, or the Billing and pricing option, you are given some sub-categories to choose from:
Option | Description | Examples |
I have a general request or question | You are looking for some general information about Shippit or your account |
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I have an issue that's slowing me down | Something is not working as you would usually expect it to, or the platform is slowing you down somehow |
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A major feature has stopped working | Critical features have stopped working, or you're unable to use the platform |
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I need to be shown how to | You need some information about how to do something in your account |
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If you choose the Getting started with Shippit category, you are given some help centre articles that could answer your question. You can then choose That helped to exit Shippy, or Something else if you need more help. If you choose Something else use the options presented to drill down into the specific area that you need more help with.
If you choose the Share product feedback option, you have the opportunity to provide detailed feedback for our product team. This option does not go through to the Shippit support team, so you might not receive a direct response. Rest assured, though, that all feedback is read by our product team and actioned appropriately. If you choose this option by mistake, just click Get Help to get back to Shippy support.